Support Procedure

Purpose

• Post Go-Live Support: After implementation and Go-Live, support is provided to ensure the system runs smoothly in daily operations.
• Issue Resolution: The team helps resolve system errors, user queries, and configuration issues that arise during usage.
• System Improvements: Minor adjustments and improvements are handled based on real operational needs.
• SLA-Based Support: Support services are provided according to the agreed contract terms or SLA with the client.

Tools Used

The following tool is utilised to ensure structured support management, efficient issue tracking, and organised communication with clients

• Frappe Helpdesk: Used for managing project-wise support tickets, tracking client issues, and monitoring the complete support lifecycle from ticket creation to resolution.

Team Structure

• Module-Wise Ticket Assignment: Support tickets are assigned based on specific ERP modules and business domains to ensure the issue is handled by the right expert.
• Functional Ownership: Each module (such as Sales, Purchase, Inventory, Manufacturing, Accounts, etc.) has dedicated consultants responsible for resolving related tickets.
• Structured Support Workflow: The support system follows a structured ticketing process where issues are tracked, prioritised, and assigned systematically.
• Expert Handling: Both functional consultants and developers handle tickets according to their expertise to ensure faster and accurate resolution.

Procedure