Odoo Support SLA & Implementation Care

Fast, accountable support with clear priorities—so your business never pauses.


Why Primacy Infotech

  • Official Odoo Partner • 10+ years delivering ERP success
  • 27+ Odoo specialists across Functional, Tech & DevOps
  • Manufacturing & Accounting expertise for faster ROI

What This SLA Covers

  • Implementation Support: UAT fixes, configuration, go-live readiness
  • Post-Go-Live Support: Functional queries, bugs, minor enhancements
  • Infra & DevOps (optional): Server, SSL, backups, monitoring, security patches

Priority Matrix & Targets

Priority Definition Response Time Resolution Target Examples
P1 – Critical Full system/module outage; business stopped ≤ 1 hour Workaround ≤ 8 hrs; Fix ≤ 24 hrs Server down, login blocked, POS billing halted, accounting posting blocked
P2 – High Severe impact; operations possible but degraded ≤ 4 hours 2–3 business days Sales sync failure, payment gateway callback errors, key integration broken
P3 – Medium Non-critical; workaround available ≤ 8 business hours 5–7 business days Report corrections, approval delays, non-blocking bugs
P4 – Low / Enhancement Cosmetic/UI or planned improvement ≤ 24 business hours Next release / 2–3 weeks Labels/UI tweaks, suggestions, minor QoL changes

Definitions

  • Response Time: Time to acknowledge, triage, and assign engineer.
  • Resolution Target: Time to deliver fix/workaround after acknowledgment.
  • Workaround: Safe temporary path to restore business continuity while a permanent fix is prepared.

Support Hours & Channels

  • Business Hours: Mon–Fri, 10:00–19:00 IST
  • 24×7 Coverage: Available with Premium/Enterprise AMC
  • Channels: Odoo Helpdesk (ticketing), Email, Phone/Remote (P1), WhatsApp (status only)

Escalation Path

  1. L1: Support Engineer (triage, P3/P4)
  2. L2: Functional Consultant (UAT, workflows)
  3. L3: Technical/Integration Engineer (custom code, APIs)
  4. L4: Project/Delivery Manager (SLA governance & escalations)

During Implementation (UAT & Go-Live) SLA

Phase Response Resolution Target
UAT Issues ≤ 24 hours 3–5 days (severity-based)
Customization Bugs ≤ 48 hours 5–10 days (complexity-based)
Go-Live Blockers ≤ 4 hours Same day / ≤ 24 hours

Inclusions

  • Ticket triage, root-cause analysis, bug fixes within scope
  • Minor configuration/parameterization & standard reports
  • Knowledge transfer notes for resolved issues
  • Release notes for hotfixes/patches

Exclusions (billable or 3rd-party)

  • New features beyond agreed scope (CRs)
  • External services: hosting/DC issues, payment/SMS/email providers
  • Major customizations, data migrations, performance re-architecture
  • On-prem network, hardware, or OS issues outside our control

Optional Add-Ons (Recommended)

  • 24×7 Monitoring & NOC (health checks, alerts, on-call)
  • Automated Backups & DR (RPO/RTO policy)
  • Security Hardening & Patch Mgmt (OS/DB/Odoo)
  • Performance Tuning (workers, caching, load balancer)
  • License & Audit Advisory (Odoo Enterprise compliance)

Plans (Sample Structure)

Standard (Business Hours)

  • P1 remote on-call within hours
  • Monthly ticket analytics & review
  • Quarterly minor upgrade advisory

Premium (Extended)

  • Extended hours + limited weekend cover
  • 24×7 for P1 emergency
  • Proactive monitoring & monthly health report

Enterprise (24×7)

  • 24×7 incident response (P1/P2)
  • Dedicated TAM & CAB reviews
  • DR rehearsal + performance tuning cycles

(Ask for a tailored quote based on users, modules, integrations, and hosting model.)

How Onboarding Works

  1. Discovery & Audit: Systems, modules, infra, integrations
  2. SLA Mapping: Priorities, contacts, escalation tree, maintenance windows
  3. Handover & Access: Ticketing setup, repo/SSH creds, monitoring hooks
  4. Runbook & SOPs: Incident playbooks, backup/DR, release cadence
  5. Go-Live: Baseline metrics + monthly/quarterly service reviews

FAQ

How do you decide the priority?

We jointly agree during onboarding. If business continuity is impacted (billing, posting, checkout, login), it’s P1.

What counts as “resolved”?

A permanent fix deployed and validated. If time-critical, a safe workaround may be delivered first to restore operations, followed by a permanent fix.

Are change requests part of SLA?

No—new features/customizations go through a Change Request with estimates and timelines.

Do you support cloud and on-prem?

Yes—Odoo.sh, Jelastic, VPS, bare-metal, and major clouds. Infra support is included only if subscribed.

Can we get weekend support?

Yes—choose Premium or Enterprise plan.

Compliance & Reporting

  • Ticket SLA tracking (response/resolution)
  • Monthly incident analytics & RCA for recurring issues
  • Security & compliance checks (on request)

Ready to lock in predictable Odoo support?

CTA: Talk to an Odoo SLA Specialist ▸

CTA (secondary): Get a Tailored Quote ▸

Contact

Primacy Infotech Pvt. Ltd. 

Email: support@primacyinfotech.com • Phone/WhatsApp: +91- 033 45015020