Service Boundary Matrix
A transparent breakdown of what is included, what is billable, and how services are delivered across the SysGenPro ERP platform.
SysGenPro follows a platform-first, service-transparent model. This matrix exists to eliminate ambiguity, prevent scope creep, and ensure predictable pricing for customers and partners.
Global Pricing Rule
Any service not explicitly listed as included is billed at a standard rate of $18 per hour.
Included vs Billable Services
| Service Area | Included | Billable | Notes |
|---|---|---|---|
| Platform & Support | |||
| ERP Platform & Hosting | ERP platform, infrastructure, backups | — | Annual subscription |
| Bug Fixes & Production Support | With active AMC | — | Best-effort support |
| Additional Support Hours | — | $18 / hour | After AMC hours are consumed |
| Migration & Upgrades | |||
| ERP Data Migration | — | Fixed packages | One-time, scoped service |
| Version Upgrade Execution | — | Fixed packages | Optional, customer-controlled |
| Customization & Enablement | |||
| Customization & Development | — | $18 / hour | Latest ERP version only |
| ERP Integration | — | $18 / hour | Third-party systems & APIs |
| ERP Training | — | Training packages | Role-based sessions |
| Re-migration / Rework | — | $18 / hour | If source data or scope changes |
Version & Support Policy
- Major ERP versions released annually
- Older versions supported under AMC
- New features only on latest version
- Upgrades optional and priced separately
Important Notes
- No work outside defined scope is included
- Customers retain full data ownership
- Partners may add services on top of SysGenPro pricing
Service Boundaries – Frequently Asked Questions
Why does SysGenPro separate platform pricing and services?
ERP platforms are long-term systems, while services are variable by scope and complexity. Separating them ensures transparent pricing, prevents hidden costs, and allows customers to pay only for what they actually need.
If something is not listed as included, is it always billable?
Yes. Any work not explicitly listed as included is considered out of scope and billed at the standard rate of $18 per hour.
Are these prices applicable to partners as well?
Yes. SysGenPro pricing is public and consistent for both customers and partners. Partners may add their own services and margins on top, but SysGenPro base pricing is non-negotiable.
Is customization included in any ERP subscription or AMC?
No. Customization and development are always treated as professional services and billed separately. This ensures platform stability and predictable support.
What happens if I stay on an older ERP version?
Customers may remain on older versions indefinitely with an active AMC. However, new features and custom development are delivered only on the latest ERP version.
Are upgrades mandatory?
No. Version upgrades are optional and customer-controlled. SysGenPro provides structured upgrade services when customers choose to upgrade.
Does AMC include upgrades or new features?
No. AMC covers production support and bug fixes. Upgrade execution and new features are separate services.
Can scope or pricing change after a service starts?
Pricing and scope remain fixed for the agreed package. Any change in scope is treated as additional work and billed separately.
Who is responsible for data accuracy during migration?
Customers are responsible for the correctness of source data. SysGenPro ensures proper mapping, validation, and controlled import based on agreed scope.
Why does SysGenPro publish all pricing publicly?
Transparency builds trust. Public pricing ensures faster decisions, fewer disputes, and consistent expectations for customers and partners worldwide.
Transparent by Design
Clear boundaries eliminate surprises, reduce friction, and enable long-term ERP success.
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