Odoo Support and AMC
Once Odoo runs your invoicing and dispatch, an unanswered issue costs real money.
Why It Matters
You get the same small group of engineers month after month, with your apps, your custom modules and your integrations already in their heads. That is the difference between an issue resolved in an hour and one that spends the first day being understood.
An Enterprise subscription pays Odoo for the licence and their own bug-fix support. It does not cover your configuration, your custom modules, your integrations or your hosting, which is where most real incidents start.
Log it by email or portal. The response clock starts the moment it arrives.
We set the priority with you and attach the relevant logs automatically.
A named engineer reproduces it on staging rather than experimenting in production.
The change is tested, released with a backup taken, and confirmed with you.
Recurring issues get a root cause note in the monthly report, not just another fix.
Email and portal access with priorities and response targets written into the agreement.
Daily backups that are verified, with a periodic restore proving they actually work.
Server resources, worker processes, scheduled actions and failing sync jobs.
Odoo and operating system patches applied on a schedule, tested beforehand.
Rehearsed on staging, checked against your modules, then scheduled with you.
A monthly block for small changes, new reports, access fixes and user questions.
The same people every month, who already know your apps and custom modules.
Priorities and targets are written down, so expectations are not a matter of opinion.
Repeat issues get a root cause note in the monthly report instead of another patch.
We support both editions, on Odoo.sh, your cloud account or your own servers.
Project work is quoted separately, so your support hours are not consumed by builds.
A ticketed help desk with agreed response times, monitored daily backups with restore tests, server and scheduled action monitoring, security patching, version upgrades rehearsed on staging, and a block of hours each month for small changes, new reports and user questions.
No, they are separate things. An Enterprise subscription is paid to Odoo and covers the software licence, the Enterprise apps and Odoo's own bug-fix support. Our contract covers your specific configuration, your custom modules, your integrations, your hosting and your users. Many customers hold both, and a Community customer holds only ours.
Response targets are written into the contract by priority. On our standard plan that is one hour for a critical issue that stops invoicing or dispatch, four working hours for high priority, and the next working day for questions and small requests. Faster targets and weekend cover come with the higher plans.
Yes. We start with a health check so we know what was configured, what was customized and how the hosting works. If we find something that makes the database unsafe to support, such as edits to core files, we tell you what it would take to fix before the contract begins.
The annual plans include one rehearsed upgrade per year. We move a staging copy first, test your custom modules and integrations against the new release, give you a written report, and only then schedule the production window with you.
Anything that is a project rather than maintenance: rolling out a new app, a large custom module, a new integration or onboarding another company. We scope those separately so your support hours are not quietly consumed by build work.
Related
The other services in this section, and related pages from TCB Infotech.
No commitment. An honest view of the cover you actually need.
