Support Agreement
What the annual support plan covers, what it does not, and how to renew.
What is the Support Agreement?
A Support Agreement is an annual plan that entitles your organisation to bug fixes, version upgrades, phone & remote-desktop assistance, and priority response. ZN ERP works without one — but a lapsed agreement means slower turnaround on incidents and no automatic upgrade path.
What is covered
- Phone & email support during business hours (Mon–Sat, 9:30 to 18:30 IST).
- Remote-desktop sessions for incidents that cannot be resolved over the phone.
- Version upgrades — minor and major releases delivered automatically through Download New Version.
- Bug fixes for any defect reproducible against the latest version.
- One free reinstall per year in case of hardware change.
What is not covered
- Hardware faults (disk failure, motherboard failure, RAM, power supply).
- Operating-system rebuilds or anti-virus configuration beyond ZN ERP's own exclusions.
- Custom development — new reports, new screens, integrations — quoted separately.
- Data recovery from a corrupted database where no backup exists.
Renewing your agreement
- You receive a reminder one month before expiry.
- Confirm renewal with your account contact — they will share an invoice.
- After payment, your Lic Type and Expiry in Xn Licensing update on the next licence sync.
Tip — Renew at least a week before expiry. Once the agreement lapses, restoring it requires a re-validation step that takes longer.