Support
Getting help with Unnati
Support is answered by people who work on the product, during Indian business hours. This page tells you how to reach them, when, and what to put in a message so the first reply solves the problem instead of asking for more information.
Unnati Academy opens inside the application, so you will be asked to sign in first.
Channels
Where to ask
Five routes, and the one you choose changes how fast the answer comes back. Anything with a document or a screenshot belongs in email.
Working hours
When we are here
Indian business hours, Monday to Saturday, excluding public holidays. Messages that arrive outside those hours are picked up on the next working day, and anything you have marked as a stoppage is looked at first.
| How serious | What that means | What we do |
|---|---|---|
| Business stopped | Nobody can sign in, billing has stopped, or dispatch cannot move. Say so in the first line of the message. | We start work the same working day and stay in touch until it is running. |
| A function is broken | One screen or one workflow is failing, but the business is still operating around it. | Acknowledged within one working day, with a plan or a workaround. |
| Question or change request | How do I do this, please change a setting, or please consider this improvement. | Answered within one working day. Improvement requests go to the product team with your name on them. |
Raise a good ticket
Seven things to put in your message
A ticket with these seven items is usually resolved on the first reply. A ticket that says “invoice not working” costs both of us two days of questions before anybody looks at the actual problem.
Include
The screen name, exactly as it appears in the sidebar
Why it helps
Sales Invoice, Manufacturing Order, Attendance Verification and so on. There are close to two hundred screens, so the exact name saves a round of questions.
Include
The document number or record you were working on
Why it helps
The invoice, order or employee record lets us find the same data you were looking at, rather than reproducing it from a description.
Include
What you expected and what happened instead
Why it helps
Two sentences. This is the single most useful thing in any ticket, and it is the thing most often left out.
Include
The steps you took, in order
Why it helps
If we can reproduce it, we can usually fix it the same day. If we cannot reproduce it, we are guessing.
Include
A screenshot, including the whole browser window
Why it helps
The header, the branch name and any error message all help. Please cover anything confidential before you send it.
Include
Your branch, the user affected and the time it happened
Why it helps
These three let us find the event in the audit trail and the server logs quickly.
Include
Whether it affects one person or everybody
Why it helps
This decides how we prioritise it. Say so plainly if the business has stopped, and we will treat it that way.
Learning the product
Academy and documentation come with the product.
Unnati Academy holds over 200 interactive lessons that simulate the real screens, so a new store keeper can complete the inward stock and goods receipt lessons before touching live data. Documentation sits inside the application next to the screen you are using, and it is updated with the release rather than maintained separately.
Both are available to every user on your account at no extra charge. If your team is new to an ERP altogether, tell your onboarding contact — we would rather spend an extra session on training than watch a good implementation fail because nobody was taught the workflow.
Other routes
Not a support question?
Security reports go to a separate mailbox so they are never queued behind a general question, and sales enquiries have their own route.
SecurityReport a vulnerability to security@aavishkruti.com. The security page sets out what we ask for and what we commit to.Buying or adding modulesSales enquiries have their own route, and the pricing page shows how the module and per-user calculation works.Billing and cancellationThe refund and cancellation policy sets out what happens to your data and your money, and when.
Start where you are
Already a customer?
Write to support@aavishkruti.com from the address on your account and we will pick it up the same working day.
Prefer to read first? The comparisons with Tally, Odoo, ERPNext and Zoho are written to be checked, not believed — each one names what the other product does better.