Your ERPNext implementation is complete. The data has been migrated, users have been trained, workflows have been tested, and the system is live.

Then Monday morning arrives.

A user cannot submit a transaction. Finance encounters a scenario that did not appear during UAT. A workflow needs adjustment. A report is not giving management what they expected. An integration stops exchanging data.

This is when ERPNext Support becomes just as important as implementation.

For a business owner choosing an ERPNext implementation partner, the question should therefore not only be:

“Can this partner take us live?”

You should also ask:

“What happens after we go live and our business starts depending on ERPNext every day?”

A well-planned ERP journey should normally move through:

Implementation → Go-Live → Hypercare → Ongoing Support/AMC → Continuous Improvement

Understanding these stages before signing an implementation contract can prevent unpleasant surprises later.

What Does ERPNext Support Actually Mean?

One common mistake is treating all ERPNext support as one service.

In practice, there may be several different responsibilities.

Support Layer	Typical Responsibility
Product support	Standard ERPNext behaviour and eligible product issues
Hosting support	Infrastructure, availability and hosting-related issues
Implementation-partner support	Business processes, configuration, customizations, integrations and implementation-specific issues
Internal support	Basic user questions, master data, SOPs and internal administration

This distinction matters.

Frappe’s current support scope covers eligible standard-product matters but specifically excludes several implementation-oriented activities, including business-process implementation, training, data entry/import work, coding-related customization and custom-app support.

So, if your ERPNext environment contains custom workflows, scripts, reports, integrations or applications developed specifically for your business, you need to establish who will maintain them after go-live.

That responsibility should not be discovered when something stops working.

Go-Live Support and AMC Are Not the Same Thing

The period immediately after go-live is different from normal ongoing support.

Hypercare after go-live

During implementation, users typically work with controlled test scenarios. After go-live, ERPNext meets the full complexity of daily operations.

You may encounter unusual transactions, user mistakes, data issues, configuration gaps or process questions that did not surface during testing.

A good ERPNext implementation partner should therefore define a hypercare or stabilisation period.

During this stage, the emphasis is on helping the organisation move successfully into production and stabilising the system.

Frappe itself makes a similar distinction in its current Starter Pack: qualifying implementation packs include two months of critical support after go-live, while additional AMC is required for further post-go-live support.

AMC and ongoing ERPNext support

Once the implementation stabilises, the relationship changes.

Instead of:

“Help us get ERPNext working successfully.”

the requirement becomes:

“Help us keep ERPNext reliable as our business continues using and changing it.”

That is where an Annual Maintenance Contract (AMC) or another ongoing support arrangement becomes relevant.

What Should ERPNext Support After Go-Live Include?

There is no universal AMC scope. Your agreement should reflect your implementation, users, customizations and business requirements.

However, business owners should discuss the following areas with their implementation partner.

1. Functional Support

Many support requests are not software bugs.

A user may ask why stock is behaving in a particular way, how to correct an incorrect transaction, why a document cannot be submitted or how a business scenario should be handled.

Your support partner should be able to distinguish between:

User issue → Process issue → Configuration issue → Data issue → Product bug

That diagnosis is often more valuable than simply closing tickets.

2. Customization Support

This is particularly important for businesses with customized ERPNext implementations.

Your environment may contain:

• Custom DocTypes
• Client or server scripts
• Custom reports
• Modified print formats
• Workflows
• Custom applications
• Business-specific validations

Frappe’s current SLA states that its support applies to the standard product and does not cover code customizations, custom modules or third-party modules.

Therefore, before implementation is complete, ask:

Who maintains the customizations our implementation partner develops?

And more importantly:

Is that maintenance included in the AMC?

3. Integration Support

ERPNext rarely operates completely alone in larger implementations.

You may connect it with payment systems, e-commerce platforms, mobile applications, WhatsApp services, banking interfaces or other business applications.

Consider this situation:

ERPNext is working.
The third-party application is working.
But information is not moving between them.

Who investigates?

Integration ownership should be clearly defined.

4. Reports, Workflows and Permissions

Business requirements continue changing after implementation.

An approval authority changes. A new employee joins. Management requests a change to an existing report.

Your agreement should distinguish between maintaining something already delivered and building something new.

Fixing an existing report is not necessarily the same scope as developing an entirely new management report.

Your ERPNext AMC Should Clearly Define What Is Not Included

“AMC” should never be interpreted as unlimited ERP work for one annual fee.

New requirements may reasonably fall outside maintenance, such as:

• Implementing another module
• Building major new customizations
• Creating new integrations
• Developing mobile applications
• Major process redesign
• Large data-migration exercises
• Extensive retraining
• New complex reports

This is not necessarily a weakness in an AMC.

In fact: A good AMC is not one that claims to cover everything. It is one that clearly explains what is covered, what is not, and what happens when you need something outside the agreed scope.

That makes budgeting much easier for both parties.

Don’t Sign an ERPNext Support SLA Without Understanding It

A support proposal should define more than an annual price.

At minimum, understand:

Support hours • Ticketing process • Issue severity • Response times • Escalation • Exclusions • Upgrade responsibility • Out-of-scope charges

One detail deserves special attention:

Response time is not resolution time

If your SLA promises a two-hour response, that does not necessarily mean the issue will be fixed within two hours.

Response time tells you when the support team should acknowledge or begin handling the request.

Resolution time concerns how long it may take to resolve it or provide an acceptable workaround.

Frappe’s own SLA separates response and resolution targets and classifies issues based on type and severity. It also notes that its stated resolution times are indicative because some fixes depend on factors outside immediate control.

Your implementation partner’s SLA may be different, but the principle is useful.

A production-down issue should not sit in the same queue as a request to change a print format.

The ERPNext Upgrade Question Many Buyers Forget to Ask

This is one of the most important post-go-live questions:

Who will maintain our customizations when ERPNext is upgraded?

Your environment might eventually contain:

ERPNext + Frappe Framework + Frappe HR + India Compliance + custom apps + third-party apps + integrations

An ERPNext upgrade therefore needs more thought than simply clicking an update button.

For a customized environment, a sensible process may involve:

Backup → Staging Upgrade → Compatibility Testing → Business-Critical Testing → UAT → Production Upgrade → Verification

And ask this before signing:

If an ERPNext upgrade affects a customization developed during our implementation, who is responsible for making it compatible?

Do not wait for the first major upgrade to negotiate the answer.

Hosting Support Is Not the Same as ERPNext Functional Support

Another common source of confusion is hosting.

Your server can be running perfectly while users cannot complete a transaction because of a configuration, workflow or customization issue.

Likewise, ERPNext can be correctly configured while the hosting environment has a problem.

Frappe’s current Frappe Cloud terms also distinguish hosting support from implementation, customizations, third-party applications, training and other excluded services.

Therefore, ask who owns each layer:

Hosting → ERPNext core → Configuration → Customization → Integration → User support

The answer may involve more than one party.

Your Implementation Partner Should Not Become Your Internal Help Desk

Users will continue needing assistance after training.

People forget processes. New employees join. Roles change. Rare transactions occur months after training.

But routing every basic question directly to an external ERPNext consultant is expensive and inefficient.

A better structure is:

End User → Internal ERP Champion → Implementation Partner → Frappe/Product Escalation

Your internal ERP champion can handle routine questions and escalate genuine functional or technical issues.

A structured ticketing system also matters. Frappe’s own support process uses tickets that are classified, assigned and then routed to the appropriate support team.

The same principle is useful when evaluating a partner’s support process.

10 Questions to Ask Before Signing an ERPNext Support Agreement

Do not wait until after go-live to discuss AMC.

Ask your ERPNext implementation partner:

1. How much post-go-live hypercare is included?
2. When does the AMC start?
3. What exactly does the AMC cover?
4. What is specifically excluded?
5. What are your support hours and response commitments?
6. How are critical issues escalated?
7. Who maintains the customizations you develop?
8. Who supports third-party integrations?
9. Are upgrades and compatibility testing included?
10. How is additional development charged?

There is one more question many buyers overlook:

If we change support partners in the future, will we have access to the source code and repositories for custom applications developed for our organisation?

Your ERP should support your business, not create unnecessary dependence on one service provider.

What Good ERPNext Support Should Look Like

The implementation proposal tells you how a partner intends to take you live.

The support proposal tells you what happens once your employees, transactions and business operations begin depending on the system every day.

Good ERPNext Support should provide:

Clear ownership + defined support scope + functional knowledge + technical capability + customization maintenance + upgrade planning + transparent commercial terms

When comparing ERPNext implementation partners, don’t evaluate only implementation price, features and go-live timelines.

Ask what happens after go-live.

Because a successful ERP implementation is not simply one that goes live.

It is one that continues working for the business after the implementation team leaves the project phase.

Looking for ERPNext implementation and post-go-live support?

Turqosoft helps businesses implement, customize and support ERPNext around their operational requirements.

Talk to Turqosoft about your ERPNext implementation, support and AMC requirements.