ERP buyer guide · Updated October 2026
ERP Support and AMC: What to Expect After Go-Live (2026)
Good ERP support means you can reach people who know your system, issues are fixed within agreed times, and GST and other compliance changes reach you without a new project. An ERP AMC (annual maintenance contract) should set this out in writing: channels, hours, response times, what updates are included and how the fee is calculated.
Who it is for: This guide is for Indian manufacturers and traders with roughly ₹10–500 crore annual turnover who are evaluating ERP vendors, or unhappy with the support they get today.
Disclosure: Bsquare Solutions makes Pothera ERP, one of the options this guide discusses. We compare categories of ERP, not named vendors, and we say plainly where Pothera ERP is not the right fit.
Built by Bsquare Solutions Pvt. Ltd., Noida · part of The Nambiar Group · 25 years in business · 1,000+ manufacturing and trading clients.
Bsquare’s take
“Buyers spend weeks comparing screens and minutes on support — then live with the support for ten years. Ask to speak to a customer in their third year. That conversation tells you more than any demo.”
Support across the ERP lifecycle
- Hypercare (first 1–2 months)Close support through the first billing cycles, payroll and month-end.
- Steady stateHelpdesk for issues and how-to questions, with agreed response times.
- ComplianceGST, e-invoicing, e-way bill and payroll rule changes applied to the system.
- ImprovementNew reports, users, modules and locations as the business grows.
What an ERP AMC should cover
| Area | What to get in writing |
|---|---|
| Support channels and hours | Phone, email, ticket portal; working days and hours |
| Response and resolution times | By severity — for example, billing stopped versus a report format |
| Software updates | Which updates are included and how they are applied |
| Compliance changes | Whether GST, e-invoicing and statutory payroll changes are included |
| Bug fixes | Included, with no change-request charge |
| Change requests | How new reports or features are quoted |
| Training | Refresher and new-user training — included or chargeable |
| Fee and renewal | How the yearly fee is calculated and how it can change |
SLA terms to ask for
| Severity | Example | Ask for |
|---|---|---|
| Critical | Cannot invoice, dispatch or run payroll | Immediate response and a named person until fixed |
| High | A module or report needed today is failing | Same-day response |
| Medium | A workaround exists | Response within an agreed number of working days |
| Low | How-to question or cosmetic issue | Response within the normal ticket cycle |
Red flags in ERP support
- Different company supports you: The company that sold or implemented the ERP will not support it.
- No written severity levels: Every issue is “we will look into it”.
- Compliance as change requests: GST or e-invoicing updates are billed as new work.
- No references in year three or later: The vendor cannot connect you to long-standing customers.
- AMC fee with no scope: You pay yearly but nothing says what is covered.
How Bsquare supports Pothera ERP
- Bsquare supports Pothera ERP with its own team — the same company that builds and implements it.
- Support runs from evaluation and an implementation of typically 8–12 weeks, through go-live, to technical support and annual maintenance (AMC).
- The exact AMC scope is agreed in your proposal. See our support and service model.
Frequently asked questions
What is ERP support?
ERP support is the help a vendor provides after go-live: resolving issues, answering user questions, applying updates and compliance changes, and keeping the system working as the business changes.
What is an ERP AMC?
An ERP AMC (annual maintenance contract) is a yearly agreement covering support, bug fixes and updates after go-live. A good AMC states channels, hours, response times, included updates and how the fee is calculated.
What is ERP maintenance?
ERP maintenance is the ongoing work that keeps an ERP running correctly: fixing issues, applying software and compliance updates, managing users and backups, and adjusting the system as processes change.
How are ERP annual maintenance charges calculated?
Usually either as a yearly fee linked to the licence value, or as part of a cloud subscription. Ask each vendor to state the basis, what is included and how it can change at renewal.
What support should I expect after ERP go-live?
Close support through the first billing cycles and month-end, a helpdesk with agreed response times by severity, compliance updates, and a clear way to request new reports or features.
Are GST and e-invoicing changes covered under ERP AMC?
It depends on the vendor and contract. Ask for it in writing, because GST rules change — for example, e-invoices for businesses with AATO of ₹10 crore and above must be reported on the IRP within 30 days from 1 April 2025.
Who supports Pothera ERP?
Bsquare Solutions supports Pothera ERP with its own team — the same company that builds and implements it.
Sources and methodology
This guide compares categories of ERP, not named products. The criteria come from Bsquare’s own implementations for Indian manufacturers and traders, the questions buyers ask most often in Google India search, and the official GST and MSME rules cited below. Compliance thresholds are taken from the government sources listed; check them against the current notification before you rely on them. Reviewed by the Bsquare implementation team.
Related
Support & service model
How Bsquare supports you after go-live.
How we implement Pothera ERP
Five stages, five sign-offs, one team.
ERP price in India (2026)
What you pay for, hidden costs, and a 5-year cost calculator.
ERP demo questions checklist
35 questions to ask every vendor, with a free scoring tool.
ERP implementation in India (2026)
Timeline, steps and the five reasons projects slip.
All ERP buyer guides (2026)
Dated, reviewed guides for Indian manufacturers and traders.
Talk to us about support
Ask us how Pothera ERP is supported after go-live — and ask to speak to a long-standing customer.