Hosting in Switzerland
The service fee per user and year covers the ongoing operation of the platform.
Operation, per year
- Starter
- from CHF 3'000≈ CHF 250 / month
- Full solution
- CHF 5'500 – 15'000≈ CHF 460 – 1'250 / month
- Group of companies
- CHF 15'000 – 50'000+≈ CHF 1'250 – 4'200+ / month
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Data in Switzerland
Production data and backups are kept in data centres in Switzerland. We run the operating system, the database and the application platform.
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Backups
Backups are taken several times a day and additionally kept at a second location in Switzerland. After an infrastructure failure or an error on our side we restore – included.
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Monitoring
Monitoring runs automatically around the clock. We handle alarms within the agreed service hours so that incidents are detected and resolved early.
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Updates included
We apply updates to the standard applications regularly, security updates at short notice when needed. We announce maintenance windows and schedule them outside office hours where possible.
How support works
Clear paths and clear responsibilities, so that incidents quickly reach the right person.
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Report an incident
Your named contact persons report incidents through the helpdesk, by e-mail or by phone – to our team in Switzerland. A good report names the process, the affected users, the time and a screenshot – then things move faster.
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Bug fixing included
We analyse and fix errors in ERPNext, Frappe and the Centura apps according to the SLA. What the vendor has to fix, we report there and ship the correction with the next update. You can see all tickets and their status.
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Error classes
Every report is assigned, in consultation with you, to one of three error classes, depending on how much your business is affected. Response time and procedure follow from that.
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Service packages
Service hours and response times per error class are defined in the SLA in three service packages: Basic, Advanced and Individual. The scope of services is the same in every package.
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Your part: 1st level
1st level support lies with you: your key users answer usage questions within the team and report real incidents to us. Centura handles 2nd and 3rd level.
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Escalation
If you disagree with the handling or classification of a report, the escalation path leads up to Centura's management.
What is billed separately
Everything beyond fixing errors is billed by effort or through a prepaid hours package.
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Functional assistance
Usage questions, advice on your processes, training and help with reports or closing work – by effort or through Centura Cura.
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Change requests
New features, changes to forms, print formats, reports or permissions and the connection of additional systems. On request with an effort estimate or a fixed-price quotation.
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Centura Cura
A prepaid hours package for everything not included in the service fee. You draw on the hours when you need them; every service is documented.
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Your data stays your data
At the end of the contract you receive, on request, an export of your database and files in the standard format. ERPNext is open source, switching is possible. Swiss law applies.