Support built into
your system.
Your accountant raises a tax ticket from the same screen she runs payroll on. Your agent picks it up, replies on the thread, and the SLA clock ticks in plain sight. No helpdesk portal. No WhatsApp lost in a sea of family photos.
The Helpdesk
Every ticket. Every conversation. One place.
Your support history lives in ERPNext, alongside everything else your business runs on. Open tickets, who's on each one, the SLA status, and the full thread are all on the same screen.
Tickets
Manage and track your support requests.
We are experiencing issues with the Bug module on our production environment. Could you please look into this at the earliest?
Thanks for reaching out. I have picked up this ticket and am investigating. I will update you shortly.
Ticket Details
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People
Sarah J.
Stark Industries
Michael C.
Support Agent
What you get
What the helpdesk includes.
Tickets inside your ERP
No second login, no third-party portal. Open the Helpdesk module from the same sidebar your team uses for invoices and stock.
Direct agent chat
Every ticket carries a live thread. You message the agent assigned to it. They reply on the same thread. Nothing hides in someone's inbox.
SLA tracking
First Response and Resolution clocks run automatically and the status sits next to every ticket. On time, paused, or overdue. No guessing.
AMC contract management
Your AMC plan, go-live date, hours used, and renewal date sit on the dashboard. Renewal reminders fire 15 days before expiry, not after.
Meeting requests
Need a screen share to walk the agent through what's broken? Click Meeting Request inside the ticket. The link comes back on the same thread.
Call support
Server down on a Sunday close? One-click call request from the helpdesk gets a real person on the line, with the ticket already in front of them.
How it works
Three steps from problem to resolved.
Raise a ticket
Open Helpdesk inside your ERPNext, write what's wrong, set a priority, hit submit. Under a minute, no extra tabs open.
Get assigned
A Dxbitz agent picks the ticket up and replies. Their name, the time they responded, and the SLA clock all sit on the ticket from that moment.
Chat, resolve, close
You go back and forth on the thread. If you need a screen share, request a meeting from the side panel. Ticket closes when the issue is fixed and the history stays attached for next time.
Annual Maintenance Contract
Pick the plan that fits your usage.
Same formula on all three plans. AED 500 fixed base, plus hours at the plan rate. Use the hours on anything you'd ask a consultant for: bug fixes, config tweaks, training, or just a quick question on how to record something.
All prices exclude 5% VAT · Paid 100% in advance
Essential
30h / year/year · AED 3,675 incl. VAT
Right for smaller implementations and steady environments where the system is mostly settled and you want a safety net of hours on call.
- 30 support hours per year
- AED 100/hr for additional hours
- Minor updates & server maintenance
- Bi-yearly system health check
- In-ERP helpdesk access
- Unused hours carry forward on renewal
Standard
50h / year/year · AED 4,725 incl. VAT
What most clients land on. Enough hours for the steady drip of config tweaks, new-hire training, and the odd workflow change without watching the meter.
- 50 support hours per year
- AED 80/hr for additional hours
- Minor updates & server maintenance
- Bi-yearly system health check
- In-ERP helpdesk access
- Unused hours carry forward on renewal
- Major version update (v15 → v16)NEW
Growth
80h / year/year · AED 6,825 incl. VAT
For businesses adding modules, branches, or headcount through the year. The kind of usage where 50 hours runs out by month nine and someone is paying overage.
- 80 support hours per year
- AED 75/hr for additional hours
- Minor updates & server maintenance
- Bi-yearly system health check
- In-ERP helpdesk access
- Unused hours carry forward on renewal
- Major version update (v15 → v16)NEW
- UAE e-invoicing integrationNEW
On-site visits and meetings billed at minimum 2 hours. Additional hours beyond plan allocation billed at plan rate, minimum 3 hours per request. Carry-forward applies on continuous renewal only.
FAQ
Common questions about support.
Is the helpdesk a separate tool or inside my ERPNext?
It sits inside your ERPNext. You open it from the Helpdesk module on the same sidebar. No extra login, no portal in another tab, no second password for your team to forget.
How is AMC pricing calculated?
Every plan is the same formula. AED 500 fixed base for general maintenance and updates, plus the allocated hours at the plan's hourly rate. Essential: 30h x AED 100 + AED 500 = AED 3,500. Standard: 50h x AED 80 + AED 500 = AED 4,500. Growth: 80h x AED 75 + AED 500 = AED 6,500. All prices exclude 5% VAT.
What can the AMC hours be used for?
Anything you'd reasonably ask a consultant for. Bug fixes, config changes, workflow tweaks, a training session for a new joiner, a question on how to record a transaction. On-site visits and meetings are billed at a 2-hour minimum because they take a half-day out of someone's calendar.
What happens when my hours run out?
Anything past your plan allocation gets billed at the same hourly rate, with a 3-hour minimum per request. We tell you before the next ticket starts eating into chargeable hours, so nothing creeps onto an invoice without your sign-off.
Do unused hours roll over?
Yes. Unused hours carry forward into the next year as long as you renew without a gap. Applies to all three plans.
Can I request a video call through the system?
Yes. Every ticket has a Meeting Request button on the side panel. Click it and pick a slot. The agent picks up the same ticket on the call, so context stays in one place.
What happens when my AMC is close to expiry?
A renewal banner shows up on your dashboard 15 days before the AMC end date. You also get a direct message from your account contact, so it isn't only a system alert that can get scrolled past.
Ready to get started?
Stop managing support over WhatsApp.
Move your tickets inside the ERP your team already uses every day. Every issue logged, every conversation in one thread, every SLA in plain sight for the whole team.