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ERP HERITAGE ODOO PARTNER · MELBOURNE
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Support

When something breaks at 09:03 on a Tuesday.

SLA-backed plans for businesses running Odoo in production. We answer in person, log the incident, fix the bleeding, write the post-mortem. Bronze, Heritage, and Signature tiers, all in-house, all with a named escalation path.

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Right for you if

  • Your Odoo is in production and you want a single number to call.
  • You want a partner who reads the Odoo release notes for you and tests upgrades against your custom modules.
  • You want post-mortems for incidents, not silence.

Not right for you if

  • You only need ad hoc help once a quarter. Pay-as-you-go incident credits are a better fit.

Methodology

How a Support engagement actually runs.

4 phases. Every artefact written down, every decision logged, every handover documented.

  1. 01

    Onboarding

    We document your environment, integrations, customisations, identities, and contacts. Runbook lands in your repo and our shared incident system.

  2. 02

    Day-to-day

    Channels you choose: email, Slack, Teams, phone. Tickets logged automatically, statuses visible.

  3. 03

    Incident response

    Named on-call engineer, response within SLA, fix or workaround within SLA, post-mortem written within 5 business days.

  4. 04

    Quarterly review

    A short report on the quarter: incidents, MTTR, what we automated, what to fix next, software cost trajectory.

What you receive

Deliverables.

Every artefact handed over to you. Code, configuration, documentation, training material. Yours to keep, yours to share with any successor.

  • Documented environment runbook
  • Logged tickets with named ownership
  • Post-mortems for any incident over 30 minutes
  • Quarterly health report
  • Tested Odoo version upgrades within window

Scope tiers

Three shapes of engagement.

Pick the shape closest to your situation. Final scope is set after a discovery call.

  1. 01

    Bronze

    • Business-hours response
    • Critical incidents within 4 hours
    • Up to 4 ticket-hours included monthly

  2. 02

    Heritage

    • Extended-hours response
    • Critical incidents within 1 hour
    • Up to 16 ticket-hours included monthly
    • Quarterly version upgrades included

  3. 03

    Signature

    • 24/7 response for critical incidents
    • Critical incidents within 30 minutes
    • Named engineer pair
    • Annual major-version upgrade included

Frequently asked

Questions about Support.

Do you support production Odoo we did not build? +

Yes, after a 5-day Rescue triage to document what is actually there. Without that step we cannot honour an SLA on a system we do not yet understand. The triage fee credits against the first three months of support.

What does "named escalation path" actually mean? +

You get the names, mobile numbers, and time zones of the engineers responsible for your account, plus the principal who escalates if response targets slip. No mystery hand-offs.

How do you handle Odoo version upgrades? +

Heritage tier includes quarterly minor upgrades; Signature includes the annual major upgrade. We test against your custom modules in a sandbox, schedule a Saturday window, run the upgrade, and certify it. If anything is found post-upgrade we fix it under the SLA.

Other services

Pair Support with one of these.

Tell us about your Support project.

A short note is enough. We answer in person, within one business day.

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