ERPNext Support and AMC
Once ERPNext runs your invoicing and dispatch, an unanswered issue costs real money.
Why It Matters
You get the same small group of engineers month after month, with your configuration, your customizations and your integrations already in their heads. That is the difference between an issue resolved in an hour and one that spends the first day being understood.
Disks fill, background job queues back up, scheduled syncs start failing quietly and backups stop completing. We monitor all of it and act on the warning, so the majority of what we fix never becomes something your team notices.
Log it by email or portal. The response clock starts the moment it arrives.
We set the priority with you and attach the relevant logs automatically.
A named engineer reproduces it on staging rather than experimenting in production.
The change is tested, released with a backup taken, and confirmed with you.
Recurring issues get a root cause note in the monthly report, not just another fix.
Email and portal access with priorities and response targets written into the agreement.
Daily backups that are verified, with a periodic restore proving they actually work.
Server resources, background job queues, scheduler health and failing sync jobs.
Framework and operating system patches applied on a schedule, tested first.
Run on staging, checked against your customizations, then scheduled with you.
A monthly block for small changes, new reports, permission fixes and user questions.
The same people every month, who already know your configuration and integrations.
Priorities and targets are written down, so expectations are not a matter of opinion.
Repeat issues get a root cause note in the monthly report instead of another patch.
We take over instances from other partners, starting with a health check so nothing surprises us later.
Project work is quoted separately, so your support hours are not consumed by builds.
A ticketed help desk with agreed response times, monitored daily backups with restore tests, server and background job monitoring, security patches, version upgrades on a staging instance first, and a block of hours each month for small changes, new reports and user questions.
Response targets are written into the contract by priority. On our standard plan that is one hour for a critical issue that stops invoicing or dispatch, four working hours for high priority, and the next working day for questions and small requests. Faster targets and weekend cover are available on the higher plans.
Yes. We start with a health check so we know what was configured, what was customized and how the hosting is set up. If we find anything that makes the instance unsafe to support, such as edits to core files, we tell you what it would take to fix before the contract begins.
Yes, on the annual plans. We run the upgrade on a staging copy first, test your customizations and integrations against it, give you a report, and only then schedule the production upgrade in a window that suits you.
Anything that is a project rather than maintenance: a new module rollout, a large custom app, a new integration or onboarding another company. We scope those separately so your support hours are not quietly consumed by build work.
Yes. We take over instances from other partners regularly. The handover covers server access, the custom app, the backup routine and any open issues, and we run a health check in the first weeks so nothing important is discovered during an incident.
Related
The other services in this section, and related pages from TCB Infotech.
No commitment. An honest view of the cover you actually need.
