✏️ Maintenance and Support Agreements
✏️

Maintenance and Support Alternatives

As you use more Odoo applications to run your business you will want to keep your system optimised and updated with the latest features and functionality.  

Odoo SA and the OCA Community are constantly (daily) releasing updates and security patches.


From January 2026 we offer 3 types of Support agreements:


On Demand Support (all services)

Customers can request any service and will be charged hourly (at minimum 15 min per request). Alternatively you may purchase a prepaid Support Pack of 25, 50 or 100 hours. 

Prepaid Support packs are a great option for Customer that wants 100% control of costs.

Odoo Maintenance Agreement

For a fixed monthly cost, the Maintenance Agreement simplifies the management and operation of your Odoo software. Your code is constantly maintained and upgraded to the latest available version without interruption to your daily business.  As a result you will be able to upgrade to the latest version quickly and efficiently.

What is included?

In addition to continuous code maintenance related to upgrades Customers with a valid Maintenance agreement enjoy the following advantages at no additional cost:

  • Support for bug fixes (your code and or via Odoo patches)
  • Installation of Odoo source patches (once each month)
  • Technical support to IT key user/s*

* Technical Support is defined as support to "IT key user(s)" in the form of advice or help related to the system operations (infrastructure) in current configuration and with the current settings (this support applies to Cloudworkz infrastructure and services)

Technical Support is limited to:  

  • access to a system technical advice (server availabiltiy, backups and related technical information)
  • analysis and identification of program bugs and rectification of program bugs and errors 
  • registration of code errors and bugs to Odoo SA for support from Odoo
  • deployment of Odoo "source-code" patches and hot-fixes 

Technical Support in this context does not include: 

implementation of new functionality, features or configuration

  • review of or support for customer internal process and methods
  • import of new data to the instance
  • database corrections
  • support for errors resulting from poor data quality
  • end-user training
  • work to analyse your business process or errors created by your users
  • support related to connected systems
  • support related to mail, DNS managed by the customer
  • support related to PC clients and other customer hardware

Additional services provided above are charged separately and in addition to the Monthly Maintenance Contract.

Patches are applied within the terms and framework of the patch agreement.

Always charged as incurred

The following services are always charged separately. Contact your Sales representative for more information.

  • Business and IT Consulting Services 
  • Provision of resources and infrastructure (Cloud based or Hardware)
  • Support related to import/export of data, data cleaning and or data validation in production instances.
  • Implementation of new functionality, features, applications, interfaces and programs.
  • Additional services related to "pay for service" transactions (including but not limited to OCR, InExchange, AI transactions etc.)
  • Support for external applications (including mail services, print, other "non-Odoo" applications, interfaces etc)
  • Analysis of your process, data or use of the system where no code error is identified
  • Project management, implementation management
  • Training testing and support
  • Programming and development
  • Support for your business specific processes
  • Support related to database conversions required for testing and upgrades
  • Restore of backups

First Line Support Agreement (Fixed price, Unlimited First Line Support)

For a fixed monthly cost we offer a fixed price support agreement that allows any registered Odoo User to contact our First Line Support team. Unlimited First Line Support starts att 200 kr/user/month.

First Line Support can by coupled with Maintenance to provide your business with a comprehensive support package at a fixed monthly cost.

For more information please contact your Salesperson.