Offers & methodology · Support and run
Support and run: keeping a live Odoo worth having
Three commitments that cover life after go-live — staying on a current version, getting an answer within a time you can plan around, and keeping your users competent as the team changes. Take one, or all three.
Why it matters more than the project
An ERP is not delivered, it is kept
The project lasts months; the system lasts a decade. What decides whether it was worth it is what happens in years two to eight — whether it stays on a supported version, whether someone answers when a payment run fails, and whether the people who were trained are still in the company.
This page describes what you buy. What support and training are as subjects, and how we run them, are on Odoo support and Odoo training.
Three commitments
What is in the run offer
Independent of each other, and usually bought together because they fail together.
Version migration
Odoo ships a version a year. Falling three behind turns a routine upgrade into a project. We plan the cadence, test your customisations and integrations against the new release, and migrate on a date you chose.
- a tested upgrade path, not an in-place gamble;
- your customisations re-qualified version by version;
- a rollback plan that has been rehearsed.
Assistance and support
A committed response time, a named escalation path, and consultants who know your configuration rather than a generic queue.
- service levels written down, per severity;
- one channel, with a history you can read;
- small improvements handled without opening a project.
Training and enablement
Teams turn over. A system that only two people understand is a risk disguised as a saving.
- onboarding sessions for new joiners;
- refreshers when a version changes what people see;
- key-user enablement so the answer is often internal.
Scope
What is included, and what is not
No price on this page: what you can hold us to is the scope. Here it is, from both ends.
Included
- a defined response commitment per severity level, in writing;
- consultants who know your configuration, not a rotating queue;
- version upgrades planned in advance and tested before they happen;
- small changes and improvements, within the agreed volume;
- a periodic review of what you actually consumed and why;
- training sessions for new joiners and after version changes.
Not included
- new projects: a new department, a new integration or a new entity is an implementation engagement;
- unlimited volume — the commitment is a defined capacity, and we tell you when you are approaching it rather than after;
- hosting itself, which depends on the option you chose;
- third-party software we did not deploy and cannot support;
- recovering a system someone else customised beyond recognition without an audit first.
The first exclusion is the honest one: a support contract that quietly absorbs project work is a support contract whose response times will slip. We separate them so that the commitment stays real.
Start your transformation
Live on Odoo and not sure who to call?
Tell us what you run, which version you are on and what broke most recently. We will propose a mix of the three commitments that fits, and say what you do not need.
FAQ
Frequently asked questions
It is the most common situation and it is fixable, but it is a project rather than a routine upgrade — customisations have to be re-qualified against several releases at once. We audit first and give you the real picture, including the option of staying put a while longer if that is genuinely the better call.
Yes, after an audit. We need to know what was customised and how before committing to response times on it. Occasionally the audit concludes that a clean-up phase has to come first, and we say so rather than promising to support something we cannot.
A fix, a question, a report tweak, a small automation: support. A new department, a new entity, a new integration, a redesign: a project. The line is written into the agreement, because leaving it vague is how response times quietly degrade.
Often, through the group's presence across time zones. Whether it is worth paying for depends on what actually happens at 3 a.m. in your business — for many companies the honest answer is that it does not.
That is the point of the enablement commitment, and it is usually the best value in the whole offer. Every question answered internally is answered faster and costs less.
Let's talk
Ready to put your live Odoo under a real commitment?
Tell us your version, how many users, and what has gone wrong recently. We will propose the mix of the three commitments that fits — and name what you do not need.