Odoo Maintenance and Support Agreement

As you use more Odoo applications to support your business you will want to keep your system optimised and updated with the latest features and functionality.  Odoo SA and the community are constantly (daily) releasing updates and security patches. 

For a fixed monthly cost (Operations Agreement) we can keep your instance optimised and up to date. 

When you are ready to upgrade to latest version we make sure that it happens efficiently and without interruption to your daily business (Maintenance and Support Agreement).

Customers with a valid Operations and/or Maintenance agreement enjoy additional discount on our standard hourly rates.

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Our services include

Fixed price version upgrades

Upgrade to the latest version quickly and efficiently

Continuous code upgrade

Customer specific and third party code upgrades including patches and bugfixes.

Access to localisations

Legal and tax-related features updated and supported 

Technical conversion and instances

No hidden cost for test and dev instances and technical support

System maintenance and support

Keep your business running smoothly and effectively

As required hot-fixes

Requires that customer has a valid monthly patch agreement

Support for program errors

The support you need to resolve program errors as quickly as possible

User and technical support

User and Technical support and advice at no extra charge

General terms of service

Maintenance and Support contract is charged monthly for a minimum of 12 months.  The monthly charged is based on the Odoo "cloc" line count. The customer is entitled to one version upgrade is during each 12 month period.  An extra one time charge is applied at the commencement of the upgrade for administration and provisioning of test and development instances and related database instances.

Technical and User support as defined below is included in our Maintenance and Support agreement at no additional cost.

Program bugs and errors are defined as follows:  A program does not function according to specification and the error can be replicated in a standard test instance (test data is standardised)

Our Maintenance and Support agreement is a monthly subscription service that includes Technical and User Support, bug fixes, and migration of covered extra modules. 

Technical and User Support

Technical support is defined as support and advice related to the technical environment including VM and network related services. 

Technical support in this context does not include creation of new instances, restore of backups, configuration of applications outside of the VM resource pool (external DNS, mail servers and other servers/services).

User support is defined as support to users in the form of advice or help related to the operation of the system in current configuration and with the currently installed applications and settings.  Support includes advice, instructions, help with installed applications and functions, and related problem solving.  Support includes analysis and identification of program bugs and rectification of program bugs and errors.

Support in this context does not include implementation of new functionality, features or configuration. Support does not include the import of new data to the instance.  Support does not include database corrections.

Services that are always charged separately

Provision of resources and infrastructure.

Support related to import/export of data and data cleaning and or data validation in production instances.

Implementation of new functions, 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

Restore of backups

Licenses