We Don't Disappear After Go-Live
Monthly support, system monitoring, software updates, and expert help whenever you need it. We're here for the long haul.
48hr- 15min Response Time
99.9%Uptime
Monthly Health Reports
90-Day Warranty
What Happens After Go-Live?
Most ERP vendors:
✅Configure your system
✅Do basic training
✅Say "good luck" and disappear
✅Respond to support tickets in 1-2 weeks (if at all)
✅Charge AED 300/hour for any question
The Result:
- • System issues go unfixed for weeks
- • Users develop workarounds (defeating the purpose)
- • No one applies security updates
- • Backups fail silently (you find out when you need them)
- • System gets slower over time
Ongoing Partnership, Not Abandonment
Your monthly retainer includes:
📈
System Monitoring
- • Uptime monitoring (we know before you do)
- • Performance tracking (response times, database health)
- • Error logging (catch issues before they become problems)
- • Storage monitoring (don't run out of disk space)
🔄
Software Updates
- • ERPNext version upgrades (new features, bug fixes)
- • Security patches (applied promptly)
- • Testing in staging before production
- • Rollback plan if issues occur
💾
Backup Management
- • Daily automated backups
- • Backup verification (we test restores quarterly)
- • Off-site backup storage
- • Disaster recovery documentation
User Support
- • Answer questions ("How do I do X?")
- • Troubleshoot issues ("Why isn't this working?")
- • Fix configuration problems
- • Guide on best practices
Monthly Reports (Professional+)
- • System health summary
- • Usage statistics
- • Support ticket summary
- • Recommendations for optimization
Quarterly Reviews (Enterprise+)
- • Strategic discussion with leadership
- • Roadmap planning
- • Optimization opportunities
- • Upsell/expansion recommendations
Service Level by Package
| Package | Response Time | Support Channels | Hours |
|---|---|---|---|
| Starter | 48 hours | Business hours | |
| Growth | 24 hours | Email + Phone | Business hours |
| Professional | 12 hours | Email + Phone + WhatsApp | Business hours |
| Enterprise | 1 hour (P1: 15 min) | All + Video call | Extended hours |
| Extreme | 15 minutes | All + Dedicated line | 24/7 |
Business Hours: Sunday-Thursday, 9 AM - 6 PM GST
Priority Definitions:
- • P1 (Critical): System down, business stopped
- • P2 (High): Major feature broken, workaround exists
- • P3 (Medium): Minor issue, low impact
- • P4 (Low): Question, enhancement request
Monthly Retainer Covers
| Service | Starter | Growth | Professional | Enterprise | Extreme |
|---|---|---|---|---|---|
| Support Hours/Month | 2 | 4 | 8 | 20 | 40 |
| System Monitoring | Basic | Standard | Advanced | Premium | 24/7 |
| Software Updates | ✓ | ✓ | ✓ | ✓ | ✓ |
| Security Patches | ✓ | ✓ | ✓ | ✓ | ✓ |
| Backup (Retention) | 30 days | 60 days | 90 days | 180 days | 365 days |
| Monthly Reports | - | - | ✓ | ✓ | ✓ |
| Quarterly Reviews | - | - | - | ✓ | ✓ |
| Dedicated Account Mgr | - | - | - | ✓ | ✓ |
Support Hours: Use-it-or-lose-it (no rollover)
Covers: questions, troubleshooting, minor config changes
Does not cover: new feature development, major customizations
Monthly Retainer Pricing
| Package | Monthly Fee | Support Hours |
|---|---|---|
| Starter | AED 150 | 2 hours |
| Growth | AED 450 | 4 hours |
| Professional | AED 800 | 8 hours |
| Enterprise | AED 2,000 | 20 hours |
| Extreme | AED 3,000+ | 40 hours |
Terms:
- • Billed monthly in advance
- • Starts on go-live date
- • 30-day cancellation notice
- • No long-term lock-in
90-Day Implementation Warranty
For 90 days after go-live, we fix FREE:
✅ Covered:
- • Bugs from our implementation work
- • Data migration errors causing incorrect calculations
- • Integration failures due to our code
- • Configuration errors causing system malfunction
❌ Not Covered:
- • Changes you make after go-live
- • Bugs in ERPNext core software
- • Third-party service failures (Stripe down, Shopify changes API)
- • User errors
Billed Separately
🔧
Custom Development
- • New features not in ERPNext
- • Custom Frappe apps
- • Complex workflow changes
Quoted per project
🎓
Training (Beyond Initial)
- • New hire training
- • Refresher training
- • Advanced topics
AED 150/hour
🔗
Third-Party Issues
- • Stripe API changes
- • Shopify integration updates
- • Your server issues (if self-hosted)
Quoted per issue
🏢
On-Site Visits
- • Professional+ packages only
- • Travel expenses included
AED 2,000/day + travel
Emergency Support (Outside Hours): AED 300/hour (2-hour minimum) for non-Extreme packages
What Happens If You Cancel?
Offboarding Process:
We Provide:
- • Full data export (database dump + CSV files)
- • Documentation handover
- • 30-day transition support
No hostage situations (your data is yours)
Your Responsibility:
- • Pay outstanding invoices
- • Arrange alternative hosting/support
- • Communicate to your team
Timeline: 30 days from cancellation notice
Questions About Ongoing Support?
Book a free consultation. We'll explain how support works and what's included in your package.