🛠️ ESS Premium Technical Support
By Nesscale Solutions Pvt Ltd
This page outlines the scope of the ESS Premium Technical Support Plan. It is designed for businesses using the ESS mobile app integrated with ERPNext, who require technical-only assistance.
✅ What’s Included (Technical Support Only)
This plan covers issues that are directly caused by the ESS App or its integration with ERPNext.
- ✔️ ESS mobile app installation issues
- ✔️ App crashes or unexpected errors on supported Android devices
- ✔️ Login failures when using correct ERPNext URL and credentials
- ✔️ API or sync errors triggered by ESS
- ✔️ Bugs within ESS affecting functionality
- ✔️ ESS-related data push/pull issues in ERPNext
❌ What’s Not Included
- ❌ ERPNext setup or workflow support (leave, expense, permissions, etc.)
- ❌ Debugging of custom apps, scripts, or doctypes
- ❌ Data issues not caused by ESS
- ❌ Feature development or custom enhancements
- ❌ Functional training or end-user walkthroughs
- ❌ Support for non-supported or outdated ERPNext versions
📬 How to Get Support
Step 1: Submit a Ticket (Primary Method)
- Visit: ess.nesscale.app
- Login with your registered business account
- Go to Support → Submit Ticket
- Choose issue type: Technical
- Provide screenshots, error messages, and detailed description
Step 2: For Critical Issues
- If your ESS app or sync is completely down or blocking core usage
- 📞 Call us directly: +91 6359985959
🕐 Support SLA
| Support Hours | Monday to Friday, 10:00 AM – 9:00 PM IST |
| Response Time (Tickets) | Within 4 business hours |
| Resolution Time | Depends on severity and complexity |
| Support Channels | ESS Portal (primary), Phone (critical only) |
📌 Important Notes
- This support plan is strictly for technical issues caused by ESS
- No manual contact is required for standard issues — just raise a ticket via the portal
- Phone calls should only be used for production-down or high-severity issues
📞 Contact Information
- Email: info@nesscale.com
- Phone (Critical Only): +91 6359985959
- Office: E-813, Ganesh Glorry-11, Near S.G Highway, Ahmedabad 382470