All we had to do was purchase the software and several licenses and see how we liked it. We could do the implementation ourselves, at our pace. Overall, xTuple gave us alternatives that no other vendor could.
xTuple Support Options
Support options – from free community resources to paid expert consulting
xTuple offers a number of support options. Specific types of support are described below, and the table shows a feature-by-feature comparison, including pricing.
All support options are available for both the free PostBooks Edition of xTuple ERP and the commercially-licensed Editions and include:
- Community Support: Encompasses all the types of free community support available on xTuple.com and xTuple.org websites, including training videos, reference guide, documents, forums, issue tracker, etc.
- Implementation Consulting: Specifically for customers who are installing ERP for the first time or converting an existing ERP system to xTuple. Includes legacy data conversion, setup, piloting and other implementation services.
- Production Support: For customers who have already installed and configured xTuple and are running in a production environment. Covers day-to-day use of the software, but not implementation or expert issues.
- xTuple Network (XTN): xTuple's Remote Server Management Service covers regularly scheduled database backups and upgrades.
- Expert Consulting: Designed to cover potentially complex tasks such as database tuning, application integration and audits of existing ERP systems.
| Community Support | Implementation Consulting | Production Support | xTuple Network (XTN) | Expert Consulting | |
| Type of Support | |||||
| Regular Bug Fixes |  |
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| "How do I..." Questions | |
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| Convert legacy data | |
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| Setup/Stage company data | |
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| Run and test pilot systems | |
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| Train users onsite | |
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| Analyze support Incidents | |
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| Fast-track bug fixes | |
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| Repair bug-related data problems | |
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| Manage upgrade to new release (including custom reports and scripts) | |
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| Nightly off-site backups | |
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| PostgreSQL database setup and support | |
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| Audit existing ERP systems | |
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| Integrate xTuple Packages | |
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| Integrate third-party apps | |
| Community Support | Implementation Consulting | Production Support | xTuple Network (XTN) | Expert Consulting | |
| Support Delivery Methods | |||||
| Forum responses | |
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| Telephone | |
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| Direct connection | |
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| Onsite | |
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| Community Support | Implementation Consulting | Production Support | xTuple Network (XTN) | Expert Consulting | |
| Support Costs | |||||
| Hourly rate | — | $250 | — | — | $275 |
| Daily rate | — | $1800 | — | — | $2000 |
| Annual rate | |||||
| Basic | — | — | Varies* | $3000 | — |
| Backup | — | — | Varies* | $5000 | — |
| Tuning | — | — | Varies* | $7500 | — |
| Hosted | — | — | Varies* | $10000 | — |
| Packaged QuickStart bundles | |||||
| 5 hours | — | — | — | — | $1295 |
| 12 Days | — | $17000 | — | — | — |
| 40 Days | — | $55000 | — | — | — |
| with xChange Purchase | — | — | — | — | $995 |
* Varies - by number of users, Edition and license type
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Great Support
“I just can't say enough good things about xTuple and the great support. After upgrading to version 3.8.4, we experienced a lack of functionality in terms of making ad hoc work orders. I submitted an issue incident, a great tool that xTuple offers. (I really like getting immediate email notice of the incident, as well as the prompt followup by xTuple troubleshooters.) xTuple supplied a patch, with very clear instructions on how to apply it. Patch applied, problem resolved! And that is why I am so enthusiastic about xTuple!”
--George Stowe, PC&L Manager of Precision Hermetic Technology, Inc.
