Support Policy & AI Support Plans
Every Merciglobal Cloud ERP client is supported by our AI auto-fix queue, with our team on every decision that needs a human. This page sets out the policy and the plans; how tickets are handled and charged is on the Support System page.
The policy at a glance
Bug fixes are free
On every plan, always. Bugs go straight to the AI auto-fix queue.
Plans buy speed and scope
Each plan sets the bug-fix target and which changes, reports, dashboards and new modules are included - up to unlimited on High Priority. Plans are payable annually; GST @18% applies on the annual charge.
Quoted work, approved first
Work a plan does not include, or done by our team by hand, is quoted at INR 5,000 per man-hour + GST and starts only after your approval and payment.
Authorised users only
Tickets are accepted only from your ERP Admin and SOPC users, on Telegram or through Raise Ticket in the ERP.
Reopen within 7 days
If a fix is not right, reopen the ticket within 7 days and it goes back to the front of the queue.
Covered by your AMC
The Regular plan is included in your Annual Maintenance Charge, as set out in our Terms and Conditions.
AI-Assisted Support Plans
Bug fixes are always free. Plans buy speed and the changes, reports and dashboards they include. Payable annually; GST @18% on the annual charge.
Loading plans…
Tickets are resolved by Merciglobal's AI-assisted fix system: fixes are tested on a copy, verified with before/after screenshots, deployed and confirmed, usually the same day.
Bug fixes are always free, on every plan, with a 1 hour bug-fix target.
What each plan includes: Regular - bug fixes only (changes, reports, dashboards and new modules are not included); Priority - limited regular changes, unlimited reports and unlimited dashboards; High Priority - unlimited changes, reports and dashboards, plus new modules within the project scope.
Plans are payable annually, in advance. GST @18% is applicable on the annual charge amount.
Anything a plan does not include is quoted and billed per item, and starts only after the client approves the quote.
Always quoted separately (handled by our team, not the AI queue): user rights/permissions, database structure or master-data changes, data corrections, changes to the shared ERP core.
Fair use: changes are counted per closed change/new ticket; splitting one requirement into several tickets counts as one item, bundling unrelated asks into one ticket counts as several.
Ticket type (bug / change / new) is decided by Merciglobal; disputes go to the project in-charge.
Targets are goals: when AI capacity is short, higher plans are served first.
The plan applies per company group, for one year at a time. Plan changes need 30 days' notice; upgrades apply immediately, downgrades from the next annual renewal.
The Regular plan is included in AMC; contact your project in-charge to upgrade.