Support & AMC
Support that doesn't end at handover
Every implementation includes four weeks of hypercare. After that, an Annual Maintenance Contract keeps someone accountable for the system your business now runs on.
What support covers
- ✓Issue resolution. Bugs, errors and unexpected behaviour investigated and fixed within your response SLA.
- ✓User questions. The "how do I…" queries that otherwise get answered wrongly by whoever sits nearest.
- ✓Patches and security updates. Applied and tested rather than left to accumulate.
- ✓Minor enhancements. Small changes to reports, views and workflows included from the Standard tier upward.
- ✓Version updates. Managed on your schedule, with regression testing on staging first.
- ✓Health reviews. Periodic checks on performance, data quality, backup integrity and adoption drift.
Hypercare comes first
The four weeks straight after go-live are when the real edge cases surface — the annual stocktake, the unusual credit note, the month-end close. Hypercare is included in every implementation, at no additional cost, before any AMC begins.
AMC tiers
Choose your response time
Priced annually against the size of your deployment. The right tier depends on how long your business can operate with Odoo down.
Basic AMC
Response within 48 hours
- ✓ Email support during business hours
- ✓ Bug fixes and patches
- ✓ Odoo version updates
Standard AMC
Response within 24 hours
- ✓ Email and phone support
- ✓ Bug fixes plus minor enhancements
- ✓ Version updates with regression testing
Premium AMC
4-hour response SLA
- ✓ Dedicated account manager
- ✓ Priority bug fixes and enhancements
- ✓ Full upgrade management
Response time is the time to a human engaging with your ticket, not to resolution. Resolution targets vary by severity and are agreed in the contract.