ERP installation or upgrade service

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Clients have an opportunity to order separately on a paid basis:

• service for initial installation of ERP "USERSIDE" on the client's server
• upgrade service between minor versions of ERP "USERSIDE" on the client's server (e.g. between 3.12 and 3.18 or between 3.17 and 3.18)

This allows the client to:

• reduce the load on their system administrator, or not to engage a separate specialist if there is no system administrator in the company's staff
• conveniently and quickly perform ERP installation/upgrade
• avoid possible delays during ERP installation/upgrade, because in case of errors/problems the client can solve these situations independently and quickly, thus avoiding the need to contact the support service. This is especially relevant for upgrading old versions and related data migration

Technical questions

• Services are provided only for servers with operating systems from the Debian family. Preferably Debian. OS versions must be in a (can be checked at https://endoflife.date/) support state. OS versions that are no longer supported are not maintained, as this is often technically impossible. Upgrading unsupported OS versions to supported ones (e.g. Debian 9 to Debian 10) is not done by our company due to the high complexity of the process and the high risk of remote upgrades (you may lose access to the server and the client will not be able to get it back to the way it was).

• Server means any virtual (VPS/LXC/KVM) or dedicated server running the Debian operating system. The server running ERP "USERSIDE" must have only ERP "USERSIDE", its modules, components and software that makes it work (postgres, php, etc.). It is not allowed to use the server with ERP for any other needs, as it may indirectly affect the operation of ERP. No other web sites, billing systems, BRAS, IPTV systems, etc. should be on this server.

• It is not only ERP that is updated, but also the operating system (within the major version) and system dependencies. System packages and packages that were installed for userside (nginx, rabbitmq, redis, postgres, php, etc) are also updated. What is specifically being done on the server and what our company is responsible for is installing or upgrading ERP and its modules according to our installation and upgrade instructions, which are available on this wiki. Everything that is written in the instructions is done and nothing more is done.

• There is no responsibility for anything else that has not been installed or configured. For example, no responsibility for firewalls and other such software. Only for the ERP "USERSIDE" and its environment installed for its operation. Server network security is the responsibility of the client. The client is responsible for setting up a firewall on and/or in front of the server, for installing and configuring Fail2Ban and other security systems.

• There is no responsibility for hardware resources of the server or virtual machines. Recommendations for resource changes may be provided, but it is the responsibility of the client to follow them.

• The ERP "USERSIDE" environment is guaranteed to work, but on the condition that the environment itself is working properly, i.e., for example, we are not responsible for defects in postgres, we are not responsible for bugs and vulnerabilities in nginx. For errors during installation (e.g. something incorrectly written) responsibility is accepted.

• Self-written client solutions and scripts are not upgraded, and their operability is not guaranteed after the upgrade services are provided.

• Regarding potential defects and possible vulnerabilities of the ERP "USERSIDE" itself, this has nothing to do with the installation/upgrade service and is resolved in the usual technical support manner.

Financial questions

• The service is provided once for each order and its payment. When ordering an initial installation, the installation is performed once and the work is delivered to the client. The second and following times are considered as new services and are charged separately. The same applies to the upgrade service.

• A client can purchase the ERP upgrade service in advance (e.g. when paying for annual technical support) and use this service during the following year at his own request.

• The client must have a paid period of updates and technical support in effect at the time of using the service.

• The cost of the service may differ for clients with different licence sizes, as for a larger client the delivery of this service becomes more complex and time consuming. Data migrations take longer and the risk of errors is greater, which increases the time it takes to investigate and resolve them.

• The cost of the service is also affected by the difference between the minor versions that the client has installed and the one to which the client needs to upgrade (if it is an upgrade service).

• Other financial or technical details, work schedules and access credentials can be agreed via the ticket system https://my.userside.eu/ticket

See also: Technical support regulations

See also: Priority service