Odoo support
Odoo support from people who already know your system.
Go-live is the start of Odoo's working life. Our support plans give you a named team for fixes, small changes, monitoring and upgrades, whether we built your system or not.
Official Partner
What a plan covers
One team that knows your setup.
- Issue handling. Bugs, broken reports and access problems, logged and tracked to resolution.
- Small changes. New fields, report tweaks and workflow adjustments, from a monthly pool of hours.
- Monitoring and backups. Server health, scheduled jobs and backup checks, so problems surface before users notice.
- Version upgrades. Planned moves to newer Odoo versions, tested on a copy of your database first.
- User help. Answers for your team when they're unsure how to do something in Odoo.
Taking over an existing system
If someone else built your Odoo, we start with a short review of the configuration and custom code. You get a plain report of what's there, what's risky, and what we'd fix first. Then we agree a plan.
Larger changes, such as new apps or a re-implementation, run as projects under our implementation methodology.
How support works
From a reported issue to a tested fix.
Support for a live Odoo system has to be careful as well as quick. Every change is tried on a copy of your database first, so a fix never creates a new problem.
You report it
By email, WhatsApp or the ticket channel we agree at onboarding. A screenshot and the record involved (an invoice number, a product) are usually enough.
We triage it
We confirm the issue, check whether it stops work, and tell you whether it’s a bug, a configuration change or a new request.
We fix it on a test copy
The change is made and checked on a staging copy of your system, never directly on the live database.
You confirm, we release
When a change affects your process, you check the result on staging first. We then release it to production at an agreed time.
It’s recorded
Every change is logged, so the next engineer, or your own team, can see what changed, when and why.
Typical requests a plan covers
- Documents and reports. Changes to invoice, quotation, delivery slip and payslip layouts, or a new management report.
- Access and users. New users, role changes, and records someone can see but shouldn’t (or can’t see but should).
- Stock and accounting checks. Inventory valuation that doesn’t match the books, reconciliation problems, or tax settings after a rule change.
- Automation that stopped. Scheduled actions, outgoing email and integrations that fail without anyone noticing.
- Speed. Slow screens and reports, traced to their cause, such as heavy custom code, missing indexes or an undersized server.
When a request is bigger than a small change, we say so before starting, give you an estimate, and do the work only after you approve it.
Upgrading to a new Odoo version
Odoo releases a new major version every year. An upgrade moves your database and every custom module forward together, so we plan it as a small project:
- Review. We list the custom modules and third-party apps you use and check what each needs for the new version.
- Test upgrade. We upgrade a copy of your database and port the custom modules.
- Your team tests. Key users run their daily tasks on the upgraded copy and report anything that behaves differently.
- Planned switch. The production upgrade runs at a quiet time, with a backup taken just before.
Wherever your Odoo is hosted
We support Odoo Online, Odoo.sh and self-hosted servers. On Odoo Online, support focuses on configuration, reports and user help, because Odoo runs the servers. On Odoo.sh and your own servers, we can also handle custom modules, server monitoring, backups and performance tuning. If your hosting no longer suits the way you use Odoo, we’ll explain the options and what a move involves.
What keeps a support plan effective
- Code that follows Odoo’s rules. Custom work built as clean add-on modules is quicker to fix and upgrade. See how we approach Odoo customization.
- A known starting point. When we take over a system, the opening review documents what is installed and what is risky.
- Backups you can restore. We check that backups exist and that a restore actually works.
Need new apps or a larger change? Those run as projects using our ten-stage implementation process. If you’re weighing a move between editions, read Odoo Community vs Enterprise.
Questions clients ask
Common questions.
How fast do you respond?
Response times are agreed in your plan, with faster handling for issues that stop work, such as payroll or invoicing.
Do unused hours roll over?
We agree this per plan. Ask us and we'll set it out in the proposal.
Can you support Odoo.sh or self-hosted installs?
Yes, both. We'll ask for the access we need during onboarding.
Can you take over an Odoo system someone else built?
Yes. We start with a short code and configuration review so we know what we are inheriting, then agree a support plan or a clean-up backlog.
How is Odoo support priced?
Support runs on a monthly retainer sized to your system. The plan sets out response times and what is included, in writing, before it starts.
See the whole Odoo picture
Support is one part of our Odoo ERP Solutions, alongside implementation and custom modules. See how the pieces fit together.
Next step
Keep your Odoo in good shape.
Tell us how your Odoo is set up and what needs attention. An engineer replies within one business day with next steps.