ERPNext support and AMC

Prepaid support for live ERPNext systems, bought as hour packs from ₹1,80,000 or ticket packs from ₹1,50,000. Every request is raised, triaged, resolved and closed in our helpdesk, with online sessions scheduled against a ticket. Development work is always estimated separately.

Choose a support plan Talk to our support team

Frappe Silver PartnerPMM5 Certified Frappe PartnerLevel 5 of 5 on Frappe's Process Maturity Model

Midocean HelpdeskStatus: Triage

Issue: One clearly described problem
Evidence: Screenshots, error message, steps to reproduce
Business impact: Who is blocked and what cannot be done
Access: Users available for a scheduled session

Triage. We confirm eligibility, priority and missing information, and whether the request is support or development.

At a glance

Channel: Midocean Helpdesk, with scheduled MS Teams or Google Meet sessions
Support hours: Monday to Friday, 10:30 AM to 6:00 PM IST
Validity: 3, 6 or 12 months from activation
Payment: 100% in advance, plus taxes
Development: Not included; estimated separately

ERPNext AMC plans and pricing

Pay by effort or by request. Prices exclude taxes; plans can also be quoted in USD, GBP and AED.

Hourly AMC and hypercare

Best for hypercare, investigations and complex functional support.

Actual effort logged against helpdesk tickets
Deeper issue investigation and reproduction
Scheduled troubleshooting and user assistance
Documentation and closure updates included in effort

100 hours
₹1,80,000
Per hour
₹1,800
Validity
3 months
300 hours
₹4,50,000
Per hour
₹1,500
Validity
6 months
500 hours
₹6,25,000
Per hour
₹1,250
Validity
1 year
1,000 hoursLowest rate
₹11,00,000
Per hour
₹1,100
Validity
1 year

Every request has an owner, a record and an outcome

The helpdesk ticket is the official record from the moment a request is raised until it is closed.

Midocean

Analyses and supports eligible tickets within the purchased plan and documented scope.

Your team

Provides complete issue details, screenshots, access and timely user availability.

The helpdesk ticket

Holds the request, every update and the resolution, workaround or next-step recommendation.

Functional triage. Transactions, roles, permissions, workflows and standard processes.
Technical diagnosis. Error reproduction, logs and custom-app context, with a clear support-or-development decision.
Frappe Cloud checks. Log and backup verification on the standard plan.
No phone or WhatsApp support. Every request starts in the helpdesk.

What AMC covers, and what it does not

Clear boundaries keep support capacity for support, and stop development quietly consuming your pack.

Included

Bug and issue analysis within the existing ERPNext implementation
User assistance when someone is blocked in an existing business process
Functional troubleshooting within the current configuration
Issue reproduction, workaround guidance and closure notes
Frappe Cloud log and backup verification
Scheduled online sessions linked to a helpdesk ticket
Activities in the agreed scope of work

Estimated separately

Customization, enhancement or any development
New fields, scripts, print formats, reports or workflows
Hardware or third-party server management
Non-ERPNext integrations and external APIs beyond initial setup
Server migration, on-site visits or phone support
Responsibility for implementation failure or business outcomes

When a fix needs code changes, we give you a separate timeline and estimate before any development starts.

100% advance

Full plan value plus taxes is due before activation.

Validity starts on activation

Unused hours or tickets lapse; no carry-forward, refund or exchange.

Extensions

An exhausted hourly plan can add a 35-hour pack; ticket plans need a new pack.

Support from the team that implements ERPNext

Your tickets are handled by the same consultants and engineers who implement ERPNext for our clients, so the people resolving an issue already know how the system was built.

Meet the team See the case studies

**Mr. Ibrahim**
Director, iCenaa, Saudi Arabia

ERPNext AMC questions

Is a response-time SLA included?

Resolution time depends on issue complexity, access, information and third-party dependencies. A separate SLA applies only when expressly agreed in writing.

Can AMC hours or tickets be used for development?

No. AMC covers eligible support within the existing implementation. Customization, scripts, reports, print formats, integrations and enhancements need a separate timeline and estimate unless expressly agreed in writing.

What counts as one ticket?

One distinct, independently trackable issue or assistance request. Unrelated issues are separate tickets. The ticket and its updates are the official record of the request and its outcome.

How are hourly plans consumed?

Actual effort is recorded against helpdesk tickets. Chargeable time can include analysis, reproduction, scheduled troubleshooting sessions, user assistance, documentation and closure updates.

Do you provide phone or WhatsApp support?

No. Every request must start in Midocean Helpdesk. MS Teams or Google Meet sessions are scheduled only against a valid ticket.

What happens to unused hours or tickets?

They lapse at the end of the pack's validity and cannot be carried forward, refunded or exchanged.

Can we buy extra hours?

When an active hourly plan runs out, you can add a 35-hour extension pack at the current rate. Ticket plans need an additional ticket pack.

Do you support self-hosted ERPNext servers?

The standard plan includes Frappe Cloud log and backup verification only. Hardware, third-party server management and server migration need a separate assessment.

Activate ERPNext support

Choose a pack, tell us about your system, and we will confirm the fit before anything is billed.

1We review your ERPNext environment
Version, hosting, customizations and support pattern.
2We confirm scope and channel
What the pack covers and how requests are raised.
3Activation after advance payment
Validity starts from activation.