FAQ

General

Is there a User limit?

Sites created with any of the plans do not have any user limit. However, these sites are limited by CPU hours per day. This means if there are a lot of users using the site, the site may slow down if the CPU usage limit is reached. For a detailed explanation read this blog post on Pricing.

How is site usage calculated and charged?

Let's say you create a site with the $25/month plan. For every day your site is active, we will charge $25 / 30 = $0.83 per day. That means if you use a site for only 20 days, we will charge only for 20 days.

How is CPU usage calculated and throttled?

We log every request that you make to your site. For e.g, if you open the General Ledger Report in your site and it takes 2 seconds for the report to generate, we log that time. This is the CPU usage time. This time will add up as you use your site.

Now, based on the plan you chose, we will check if the total CPU usage time is used up, if it is we will throttle the request and subsequent requests will be slower. If this is happening frequently to your site, it is an indication that you should switch to a higher plan.

What is the difference between Database and Disk space?

When you create data in your site, for e.g., Sales Invoices it will consume database space. When you upload files and images, it will consume disk space.

What are all the platforms that Frappe Cloud uses under the hood?

Support

Why can't I enable developer_mode?

When you enable developer mode, JSON files get created when you create any standard documents for e.g., DocType, Page, Report, Workspace, etc. These JSON files must be part of an app. You cannot add these files to the standard Frappe and ERPNext apps, you will need to create your own app. That is why you cannot enable developer mode on Frappe Cloud. You must create those features as a part of a custom app and then upload it on Frappe Cloud to use it.

I have a problem setting up ERPNext, can you help?

Frappe Cloud team does not deal with ERPNext issues. You can get help from our forum: https://discuss.erpnext.com or buy professional support from https://erpnext.com.

Can I buy ERPNext Support?

We don't provide support for any issues that are not related to hosting on Frappe Cloud. If you want support for your ERPNext site, you can buy it separately from erpnext.com.

How do I stop billing in my account?

You are charged based on the number of sites you have created. If you delete all your sites, you won't be billed anything.

What is your timeframe for patching critical vulnerabilities?

Do you have a formal service level agreement (SLA) for incident response?

Security

Where is the information on Security Policies and Procedures?

Do you have PCI, SOC2 Type II, or ISO27001 certification?

How do you encrypt customer data?

Do you have capabilities to anonymize data on your shared hosting?

If data anonymization is implemented, how is the anonymized data used within your organization?

Which groups of staff (individual contractors and full-time) have access to our data when handed to you

Do you have an appointed Data Protection Officer (DPO)?

How regularly do you evaluate patches and updates for the infrastructure?

What cryptographic frameworks are used to secure data at rest?

What cryptographic frameworks are used to store passwords?

Do you have formally defined criteria for notifying a client during an incident that might impact the security of their data or systems? What are your SLAs for notification?

Does the application support IP whitelisting for user authentication?

Does the application allow user MFA and to be enforced by admins?

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