---
title: "Support Procedure and Metrics"
space: "Partner Management Resources"
url: "https://frappe.io/partner-sop/support"
updated: "2026-05-07"
---

## 1. Purpose
The purpose of this document is to establish a consistent, transparent, and scalable customer support process for partner companies offering ERPNext or Frappe-based solutions. This procedure ensures accountability, timely issue resolution, and measurable support performance.

## 2. Tools required

- Frappe Helpdesk
- Frappe Insights

## 3. Support team
- The support team must consist of certified professionals who are equipped to handle customer queries, both functional and technical.  
- The support team should be a **dedicated team** who takes over customers once implementation is completed.  
- Consultants who are responsible for the first implementation should **not** be held responsible for customer support.  

## 4. Customer support process overview
The Customer Support process is structured into the following stages:

- **Record customer support obligations**  
  - Formally record customer support packages and AMC details in the system.  
  - Ensure support contracts containing scope, accountability, and timelines are executed.  

- **Issue tracking**  
  - Use ERPNext / Frappe Helpdesk to log all customer issues in one place.  
  - Avoid providing support via chat, email, or calls without creating formal records.  
  - Educate customers on the importance of using ticketing systems for accountability.  
  - Ensure no issues are addressed without being logged in the system.  
  - Other tools may be used if more suitable, but they must serve as the single source of truth.  

- **Support portal**  
  - Provide customers with a portal to report and track issues themselves.  
  - Ensure appropriate access restrictions are applied to each user.  

- **SLA application**  
  - Ensure the support contract defines appropriate SLAs based on issue impact and severity.  
  - Configure SLAs in the ticketing system and apply them consistently to all issues.  

- **Issue resolution**  
  - Configure Assignment Rules and update them based on bandwidth and availability.  
  - Ensure the team fully understands the customer’s issue.  
  - Avoid filler replies just to meet SLA response times.  
  - Identify the root cause and provide proper resolution — out of the box, via configuration, or through customisation.  
  - Have a clear escalation/de-escalation process for tickets.  
  - Ensure system logs transitions of tickets to determine overall efficiency.  

- **Customer feedback**  
  - On issue closure, encourage customers to share feedback on:  
    - Resolution provided  
    - Understanding of issue  
    - Timeliness  
    - Support agent responsiveness  

- **Support analysis**  
  - Design a dashboard in Frappe Insights (or other reporting tool) to track KPIs.  
  - Analyse ticket trends, SLA adherence, customer feedback, support agent efficiency, etc.