Product Warranty
Product Warranty is an official developer support service for Frappe products, including ERPNext and the Frappe Framework. It is designed to help customers resolve verified product defects, security vulnerabilities, and reproducible issues found in supported versions of Frappe applications.
What Product Warranty Covers
Product Warranty applies to issues that originate from the product itself and can be reproduced on a standard, unmodified installation.
- Replicable product bugs in officially supported Frappe applications.
- Security vulnerabilities affecting supported Frappe versions.
- Defects that can be consistently reproduced on a clean installation without custom modifications.
What Product Warranty Does Not Cover
The warranty does not include support for implementation, customization, or customer-specific environments.
- Customizations or custom-developed code.
- Third-party applications, plugins, or integrations.
- Functional consulting, implementation guidance, or user training.
- Data corrections, migrations, or configuration changes.
- Issues caused by unsupported modifications to the product.
Eligibility
Product Warranty is available as part of an active official Frappe support subscription.
Included Plans
The following customers are eligible for Product Warranty:
- Frappe Cloud sites hosted on plans starting from $50/month (₹4,100/month) or higher.
- Up to 5 sites hosted on any dedicated server plan priced at $100/month (₹8,100/month) or higher.
- Frappe Cloud plans starting at $50/month.
- Up to five sites on eligible dedicated servers.
- Customers with an active Frappe support subscription.
Not Included
Product Warranty is not available under the following circumstances:
- Self-hosted Frappe or ERPNext installations.
- Frappe Cloud plans below $50/month.
- Customers without an active support subscription.
Customers using ineligible plans can purchase an additional support subscription to gain access to Product Warranty services.
How to Request Product Warranty Support
If you believe you have encountered a product defect or security issue, follow these steps:
- Create a support ticket through the Frappe Support Portal.
- Include detailed reproduction steps, screenshots, logs, and any other relevant information.
- The support team will verify whether the issue is a reproducible product defect covered under Product Warranty.
- If confirmed, the issue will be prioritized and resolved according to your applicable support agreement.
Product Warranty provides official developer support for verified bugs and security issues in supported Frappe products. It covers reproducible defects in standard installations while excluding customizations, third-party applications, consulting, data corrections, and implementation-related services. Eligible Frappe Cloud customers can request support by submitting a detailed ticket through the Frappe Support Portal.
