Production Support (5-User License)

Production Support is a service for customers who have already installed and configured xTuple ERP and are running in a production environment. The contract covers one year of production support.

The Prodution Support package offered here is specifically for customers who purchase at 5-User Starter License of either the Manufacturing Edition or the Standard Edition of xTuple ERP. For information about support for larger implementations, please see our Support Options page.

Named Contact: Customers who purchase a support contract are referred to as Direct customers. Direct customers may designate two (2) named contacts. Named contacts are the only customer contacts authorized to ask for and receive direct support from xTuple. It is expected that named contacts will receive training from xTuple. In turn, named contacts will train their users--and also serve as the point-of-contact and conduit for internal support issues.

Support agreements are designed to provide technical assistance to direct customers (named contacts only) during the normal operation of xTuple ERP. The following services are specifically not covered by the xTuple support agreement:

• Implementation consulting
• Training
• Custom development
• XTN

To give a better sense of what is covered by the xTuple support contract, we've put together the following table. This table includes several example questions and requests for help received on a regular basis by the xTuple Help Desk. Next to each example, we have indicated whether the request is covered by the xTuple support agreement--or not. In the case where a question is not covered, an explanatory comment has been added.

Q: When does a support contract begin?

A: As a general rule, support contracts begin when a customer goes live on xTuple ERP and end at the one-year anniversary. Any questions or problems arising before go-live are implementation questions; implementation consulting is outside the scope of the support contract.