Support Pricing & Billing
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What is free, what is charged, and how we estimate work for larger issues.
At a Glance
Free | Charged | |
|---|---|---|
Questions about your Cloudworkz server infrastructure | ✅ | |
Questions about our delivery of service | ✅ | |
Questions about your Odoo licenses | ✅ | |
Provision of additional server resources (note: deployment and architecture changes are charged) | ✅ | |
General User Support (for customers with a valid Maintenance and Support Agreement — new for 2026) | ✅ | |
Odoo configuration, setup changes | ✅ | |
Odoo implementation work | ✅ | |
Odoo development | ✅ | |
Bug fix application and installation | ✅ | |
Help to register bugs with Odoo SA | ✅ | |
Data import/export and database corrections | ✅ | |
Analysis of your processes or data quality issues | ✅ |
Minimum Charge
Our minimum charge for any billable support work is 30 minutes, as per your agreed pricelist.
The 4-Hour Rule
When you register a support ticket, you are authorising us to spend up to 4 hours of chargeable consulting time to resolve the issue.
- We charge only for time spent working directly on your ticket
- This automatic approval allows us to begin work immediately without delays
- Most standard support issues are resolved well within this limit
By registering a ticket, you accept that we may charge up to 4 hours in accordance with your agreed Service Conditions.
When a Support Ticket needs more time
For complex issues that may exceed 4 hours, your consultant will contact you (the original ticket sender) to discuss the scope. You will receive one of the following general estimates:
Estimate Category | What It Means |
|---|---|
More or less than 10 hours | Small to moderate effort — consultant can proceed with your approval |
More or less than 20 hours | Significant effort — consultant will discuss approach and priorities |
Specific work estimate | For issues requiring more than 25 hours — a detailed scope and estimate will be provided |
Free Support for Cloudworkz infrastructure
General questions related to Cloudworkz operations (PaaS Server hosting) are answered at no extra cost during business hours:
Hours | Weekdays (excluding public holidays), 08:00 — 17:00 |
Telephone | +46 (0)8 749 09 95 |
Scope | Server availability, backups, technical information about your current infrastructure and settings |
Changes to hosting infrastructure including new deployments, provisioning, changed architecture, additional backups or copies of databases may attract additional charges for technical services.
To compare all service models, see → [6.0 Service Packages Overview]