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
- L1: Support Engineer (triage, P3/P4)
- L2: Functional Consultant (UAT, workflows)
- L3: Technical/Integration Engineer (custom code, APIs)
- 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)
- 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
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
- Extended hours + limited weekend cover
- 24×7 for P1 emergency
- Proactive monitoring & monthly health report
- 24×7 incident response (P1/P2)
- Dedicated TAM & CAB reviews
- DR rehearsal + performance tuning cycles
Premium (Extended)
Enterprise (24×7)
(Ask for a tailored quote based on users, modules, integrations, and hosting model.)
How Onboarding Works
- Discovery & Audit: Systems, modules, infra, integrations
- SLA Mapping: Priorities, contacts, escalation tree, maintenance windows
- Handover & Access: Ticketing setup, repo/SSH creds, monitoring hooks
- Runbook & SOPs: Incident playbooks, backup/DR, release cadence
- Go-Live: Baseline metrics + monthly/quarterly service reviews
FAQ
We jointly agree during onboarding. If business continuity is impacted (billing, posting, checkout, login), it’s P1.
A permanent fix deployed and validated. If time-critical, a safe workaround may be delivered first to restore operations, followed by a permanent fix.
No—new features/customizations go through a Change Request with estimates and timelines.
Yes—Odoo.sh, Jelastic, VPS, bare-metal, and major clouds. Infra support is included only if subscribed.
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?
Talk to an Odoo SLA Specialist Get a Tailored Quote
Contact
Primacy Infotech Pvt. Ltd.
Email: support@primacyinfotech.com • Phone/WhatsApp: +91- 033 45015020