| Ticket Type | Description | Credit Cost |
|---|---|---|
| Basic Support | Minor UI or data correction, print format tweak, or user issue | 1 Credit |
| Standard Support | Functional configuration, permission setup, email alerts | 2 Credits |
| Technical Support | Debugging errors, patching, or API troubleshooting | 3 Credits |
| Consultation / Training | Process discussion, demo, or 1-hour training | 4 Credits |
| Customization / Minor Feature | Custom report, workflow, or API endpoint | 5 Credits |
| Major Upgrade / Migration | Version upgrade or database migration | Quoted Separately |
| Plan Name | Monthly Credits | SLA Priority | Response Time | Price / Month (USD) | Credit Carry Forward | Extra Credit Cost | Ideal For |
|---|---|---|---|---|---|---|---|
| Starter | 10 | Normal | 24 hrs | $170 | ❌ No | $19 / credit | Small businesses with basic needs |
| Growth 🌱 | 15 | Normal | 18 hrs | $240 | ✅ 1 Month | $18 / credit | SMEs with moderate support needs |
| Standard | 25 | High | 12 hrs | $360 | ✅ 1 Month | $17 / credit | Regular ERPNext users |
| Professional | 50 | Priority | 8 hrs | $660 | ✅ 1 Month | $16 / credit | Multi-department setups |
| Enterprise | 100 | VIP | 4 hrs | $1,150 | ✅ 1 Month | $15 / credit | Enterprise-scale organizations |
| On-Demand | Pay-as-you-go | Standard | 12 hrs | $30 / credit | — | — | Ad-hoc or one-time support |
| Plan Type | Support Hours | Critical Issue Handling | 24×7 Coverage |
|---|---|---|---|
| Starter / Growth | 9 AM – 6 PM (Mon–Sat) | ✅ Escalation only | ❌ |
| Standard / Professional | 9 AM – 6 PM (Mon–Sat) | ✅ Escalation + faster response | ❌ |
| Enterprise | 24×7 | ✅ Dedicated priority support | ✅ |
All clients receive after-hours escalation support for issues affecting live operations:
| Step | Action | Target |
|---|---|---|
| 1️⃣ | Ticket marked as Critical | Immediate |
| 2️⃣ | On-call engineer notified | Within 1 hr |
| 3️⃣ | Temporary workaround / recovery | Within 3–4 hrs |
| 4️⃣ | Root cause / permanent fix | Next business day |
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System down / operational block | 1 hr | 4–6 hrs |
| High | Major functional issue | 4 hrs | 12–18 hrs |
| Medium | Standard workflow issue | 8 hrs | 24–36 hrs |
| Low | Minor / informational query | 12 hrs | 48 hrs |
| Plan | Credits | Price | SLA Priority | Response Time | Credit Carry Forward | Additional Credit Cost | Critical Escalation | 24×7 Support |
|---|---|---|---|---|---|---|---|---|
| Starter | 10 | $170 | Normal | 24 hrs | ❌ No | $19 | ✅ Yes | ❌ |
| Growth | 15 | $240 | Normal | 18 hrs | ✅ Yes | $18 | ✅ Yes | ❌ |
| Standard | 25 | $360 | High | 12 hrs | ✅ Yes | $17 | ✅ Yes | ❌ |
| Professional | 50 | $660 | Priority | 8 hrs | ✅ Yes | $16 | ✅ Yes | ❌ |
| Enterprise | 100 | $1,150 | VIP | 4 hrs | ✅ Yes | $15 | ✅ Yes | ✅ |