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What we commit to, for the day something breaks.

How fast an engineer answers, how much downtime we allow ourselves, how long your backups are kept and how quickly they come back. The numbers, in one place, and what each one means.

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The more serious it is, the sooner we answer.

Every report gets a first response within a set time, any hour of any day. Pick a severity to see what counts as one, and what we do with it.

The ruler stretches the first hour so the shortest window can be seen; each segment ends at the next commitment.

Production down

First response in under 15 minutes.

What counts

Your system won't open, or nobody in the business can work in it.

For example

  • The address shows an error instead of the sign-in page
  • Nobody can sign in
  • No invoice can be issued at all

What we do

  1. An engineer takes it and you hear from us within 15 minutes — at night and on weekends too.
  2. We work on it until the system is back, and tell you where things stand as we go.
  3. Once it's back, we tell you what happened and what we changed so it doesn't repeat.

Report it from your dashboard, or on WhatsApp — in Arabic or English.

99.9% uptime a month, in minutes.

A percentage is easy to print and hard to picture. Here is what ours allows, how we measure it, and what it leaves out.

43,200
minutes in a 30-day month
× 0.1%
the share 99.9% leaves over
≈ 43
minutes of downtime a month, at most

  • Measured per system

    Yours is measured on its own, not averaged across every customer — a quiet month for others doesn't hide a bad one for you.

  • Checked every 5 minutes

    Day and night, 288 checks a day. When a check fails we are on it, usually before you notice.

  • Planned maintenance is announced

    Maintenance we tell you about ahead of time doesn't count against the 43 minutes. Anything unannounced does.

What a month might look likeAn illustration, not live data
The month's allowance17 of 43 minutes used

99.96% up that month — inside the commitment.

Backups, and getting them back.

A backup is only worth the restore behind it. So we keep the copies, and we practise bringing them back.

  1. Every night

    A full backup

    Your whole system — its database and its files — copied every night, without you doing anything.

  2. 30 days

    Each copy kept

    Every nightly copy is kept for 30 days, so you can go back to any night in the past month.

  3. Any time

    One more, when you want it

    Take an extra backup from your dashboard yourself — before a large import or a year-end close, say.

  4. Every month

    A restore drill

    We restore a backup on an isolated environment every month, so we know the copies actually work.

  5. Under 4 hours

    To bring a site back

    Our target for restoring a whole site from a backup, from the moment we start.

Where the copies live, and who can reach them

Updates that are tried before they reach you.

ERPNext moves quickly. You get its fixes and improvements without being the first to try them.

  1. Released by Frappe

    A new ERPNext or Frappe release comes out.

  2. Tested by us

    We test it on our own systems before it goes anywhere near yours.

  3. On your system

    Only then does it reach yours. Major upgrades are rolled out in stages, not all at once.

v15v16We run ERPNext and Frappe versions 15 and 16.

Who answers, and where.

Engineers who work in ERPNext every day answer you — not a call centre reading from a script.

24/7Any hour, any day, including weekends and holidays.

  • In Arabic or English

    Write in the language you think in; we answer in it.

  • From your dashboard

    Open a ticket where your system lives, and follow it there.

  • On WhatsApp

    For when you're away from a desk. The same team answers.

  • Not a customer yet?

    The contact form is answered within hours, any day.

Your data stays yours.

Download a full backup of your system from your dashboard whenever you like. If you leave, you take your database and your files, and there is no exit fee.

How your data is kept, and how to leave

What we don't promise.

A commitment is only useful if its edges are clear. These are ours.

  • No downtime at all

    Nobody can honestly promise it. 99.9% allows about 43 minutes a month, and we say so.

  • A fix within the response time

    The times above are how soon an engineer is on it and you hear from us. How long the fix takes depends on the problem; we tell you what we know as we go.

  • Copies older than 30 days

    Nightly copies are kept for 30 days. If you need a record for longer, download a backup and keep it yourself.

Questions about these commitments

No — it is the time to a first response: an engineer has taken the problem and you have heard from us. We then work on it until the system is back, and keep you told along the way.

Try it with these commitments behind you.

Seven days free, no card. Your own ERPNext system, backed up from the first night.

Start a free trialTalk to us