Production Odoo deserves more than a Google search at 9pm.

What support actually covers

The phrase "Odoo support" gets used to mean very different things by different partners. Here is what it means with us, in plain language.

Incident response

Something is broken. Users can't post invoices, the warehouse can't print picking lists, the e-commerce site is down. You file a ticket; we triage by severity and work the problem until it's fixed. Most production incidents resolve inside the same business day. We write up the root cause and what we did, so you have a record.

Bug fixes and small changes

Reports that need a new column. A workflow that needs a different validation rule. A view that needs a tweak. The kind of work that's too small for a project but accumulates if nobody owns it. We track these against your block of hours and ship them in regular release windows so we're not redeploying production every other day.

Version upgrades

Odoo releases a major version every year. Staying current matters — for security patches, for community module compatibility, for support-eligibility on Odoo Enterprise. We handle the upgrade end-to-end: code review of custom modules, data migration scripts, regression testing against your workflows, a planned cutover window, and a rollback path if something surfaces. We've migrated clients across every Odoo version from v8 through v18.

Performance and infrastructure

Slow searches. Worker timeouts. Reports that used to take five seconds now taking two minutes. We diagnose at the database and application level, fix what's fixable in the code or schema, and tune the infrastructure where the bottleneck is real. Hosted on Odoo.sh, AWS, GCP, Azure or on-premise — we work across all of them.

Boring-but-essential

Backups verified weekly. Security patches reviewed and applied within the disclosure window. SSL certificate renewals tracked. Integration endpoints monitored for failure. User-access audits quarterly. Nothing glamorous, all of it the kind of thing that ruins a Tuesday morning if it doesn't happen.

A common situation: an Odoo deployment that another partner built or that an in-house team built and the people have since left. It mostly works, but nobody really understands it any more. The custom modules don't have tests. The integrations break intermittently and nobody knows why. The next upgrade window is approaching and there's no plan for it.

We do a fixed-scope recovery engagement before any ongoing support starts. Typical deliverables:

• Full audit of custom code, modules, and database schema
• Inventory of integrations and their failure modes
• Risk register with severity-ranked findings
• Remediation plan with effort estimates
• Recommendation on whether to stabilize the current version or upgrade

From there, you decide what to remediate and at what pace. We don't insist on doing the work ourselves; the audit is the deliverable. Most clients do choose to continue with us once we've done the discovery, but it's not a precondition.

Recovery engagements typically run two to four weeks and are priced as a fixed fee.

Predictable process. No mystery about where your ticket sits or who is working on it.

1. You file. Via the helpdesk portal, an email to the support address, or a phone call. We accept all three.
2. We triage. We assign a priority (P1 / P2 / P3 / P4) and route the ticket to the right consultant.
3. We work it. You see updates on the ticket as the consultant investigates. For P1 incidents we keep you on a bridge continuously until resolved.
4. We resolve. Fix shipped to staging, validated, promoted to production in a planned window. For incidents, fix first; postmortem after.
5. We document. Resolution notes on the ticket. For anything novel, a knowledge-base entry so it's faster next time.

Worth being explicit. Support plans cover the running system. They don't cover:

• New module development. Building a new payroll integration from scratch, adding a new e-commerce storefront — those are projects, scoped and quoted separately.
• Major workflow redesign. Reshaping how your finance team closes the books, or restructuring the sales process — that's process consulting work, not support.
• Odoo Enterprise licensing. Licenses go directly through Odoo SA. We're happy to coordinate, but the contract and payment are between you and them.

When something straddles the line, we'll flag it before we start the work, not after we've spent the hours.