ERPNext & Business Systems
Sales, purchasing, inventory, accounting, manufacturing, permissions, and reporting
VRPA CUSTOMER CARE
Reliable support
keeps business moving
Your support center for ERPNext, PackKUB, and solutions developed by VRPA — from everyday user issues to system maintenance and business process improvements.
Support is coordinated in line with your project scope and service agreement
VRPAHow requests are handled
01
ReceiveCapture details and business impact
02
AssessClassify the issue and urgency
03
ResolveInvestigate, test, and address
04
Follow upConfirm the outcome with users
EXPERTISEERPNextPackKUB OMSPOS & RetailAPI & Integrations
HOW CAN WE HELP?
What can we help you with?
Find the right type of assistance and prepare the information our team needs to help efficiently.
Report an incidentSystem outages, error messages, or workflows that prevent your team from workingLearn more Help and FAQsFind first-step troubleshooting guidance and answers to common questionsLearn more Maintenance & MAMaintenance coordination, system checks, and contract-based support servicesLearn more Changes & trainingRequest new capabilities, workflow changes, or training for your teamLearn more
OUR SUPPORT COVERAGE
Support beyond troubleshooting
We help coordinate issues across ERP systems and the integrations that support your operations, subject to each project's agreed scope.
Support for business teamsPOS & Warehouse Operations
Point-of-sale, stock receipts and issues, warehouse operations, and stock movements
Integrations & Automation
Marketplaces, APIs, webhooks, data synchronization, and automation workflows
Custom Applications
Purpose-built features, business workflows, UI enhancements, and add-on systems
Requests outside the agreed scope may require separate assessment and quotation.
OUR APPROACH
A clear process for every request
A consistent support process helps reduce back-and-forth, pinpoint causes, and communicate progress effectively.
- 01
Gather details
Record the system, user context, issue description, and business impact
- 02
Assess & prioritize
Distinguish incidents from change requests and assess their urgency
- 03
Resolve & verify
Work within the agreed scope and test affected functions before reporting back
- 04
Confirm & close
Coordinate with the requester to confirm the result and document next steps
Response and service times are governed by each customer's MA / SLA agreement
INCIDENT PRIORITY
Help us understand the urgency
Use these examples to describe business impact. They are triage guidance, not guaranteed response or resolution times.
PriorityExample impactWhen you contact us
P1Critical
Core operations are unavailable across a site or organization, such as a branch-wide POS outage or a complete order processing stop
Contact your designated project coordinator immediately, including the time the issue began
P2High
A major feature is unavailable for multiple users, but a workaround is possible
Include document references, steps to reproduce, and the affected teams
P3Normal
How-to questions, configuration, reporting, or improvements that do not block operations
Describe your desired outcome, with examples and screenshots
Actual severity classification and service targets follow your project's support agreement
SELF-SERVICE & GUIDANCE
Frequently asked questions
Start with practical troubleshooting advice or use the checklist alongside before contacting our team.
I can't sign in. What should I check first?
Confirm the system URL, account name, internet connection, and error message. Use password reset if available. Never send your password or one-time codes to anyone.
An ERPNext document will not save or submit. What should I include?
Include the document type and number (for example, Sales Order or Stock Entry), error message, timestamp, and steps before the problem occurred. Redact personal information in screenshots.
Inventory balances differ between systems. What should I do?
Provide the item code, warehouse, time observed, and balances from each system. Avoid making multiple historical corrections before the underlying cause is investigated.
A marketplace or API integration has stopped syncing. What should I check?
Prepare the platform or store name, order or item reference, issue timeframe, and error message. Do not share API keys or access tokens in ordinary messages.
The system is slow or unavailable for several users. What should I report?
Share when the issue started, affected users or branches, slow screens, and example transactions so we can isolate device, network, or platform causes.
How do I request new user access or workflow changes?
Ask an authorized company representative to provide the requested roles and scope. For workflow changes, include before-and-after examples.
How can I request a new feature or report?
Describe the business goal, current workflow, sample data, and expected output. Our team will assess whether this falls under existing scope or a change request.
What is included in MA and SLA support?
Coverage, communication channels, service hours, and response targets depend on your project contract. Check your MA/SLA agreement or ask your project coordinator.
No matching FAQs found. Try another term or contact our support team.
WE'RE HERE TO HELP
Let's keep your systems working
For issues or requests involving VRPA-managed systems, use your agreed project contact channel or get in touch with our team using the corporate contact details.
Customers with an MA agreement should use the support channels specified in their contractContact details+66 83 528 4496
General inquiries and support coordination