Basic
For small teams who mainly need help using Odoo.
On quote
Request a quote- Response time
P1Not covered
P248 h
P348 h
- Tickets via the portal and by email
- Bug fixes
- Security patches
Support & maintenance
An Odoo that runs, a team that answers.
Fixes, security updates, help for your users and database monitoring: we keep your Odoo Community or Enterprise running, with contractually guaranteed response times.
Choose a planPlans
Three levels of responsiveness
One-year commitment, then cancellable with 30 days’ notice. The plan is sized with you: on Enterprise by number of users; on Community by the server resources you subscribe to.
Standard
For businesses whose daily operations rely on Odoo.
On quote
Request a quote- Response time
P14 h
P224 h
P348 h
- Tickets via the portal and by email
- Phone for emergencies
- Bug fixes
- Security patches
- Database monitoring
Premium
For critical operations where every hour of downtime counts.
On quote
Request a quote- Response time
P12 h
P28 h
P324 h
- Tickets via the portal and by email
- Phone for emergencies
- Bug fixes
- Security patches
- Database monitoring
- New-user training
Times are in business hours: Monday to Friday, 8am–6pm, excluding Tunisian public holidays.
How we rank incidents
| Basic | Standard | Premium | |
|---|---|---|---|
| P1CriticalProduction down, data loss | — | 4 h | 2 h |
| P2MajorKey feature degraded | 48 h | 24 h | 8 h |
| P3MinorFunctional annoyance, usage question | 48 h | 48 h | 24 h |
Included or billed?
Clear rules, set out in our terms of sale
Included at no extra cost
The incident comes from the software or our work
- Reproducible bug in Odoo or in our developments
- Fixes and security patches
- Incident on OVS Corp hosting
- Usage questions, within your plan
Billed on a time basis
The incident comes from an action on your side
- User error: deletion, wrong validation or entry
- Data import not matching the provided template
- Settings, access rights or code changed without telling us
- Third-party module installed without approval
- New features, version migration, integrations
Before any billable work, we inform you with an estimate and wait for your approval.
Read article C.2 bis of the terms →Open a ticket
Three ways to reach us
Customer portal
Open and track your tickets, talk with the team and find the history of your requests.
Access provided with your contractEvery message sent to this address creates a ticket, with an acknowledgement.
support@ovscorp.netPhone — emergencies
For a critical incident (P1): production down or risk of data loss.
Number provided to customers under contractAn incident? Three steps
- 01
Describe
Open a ticket on the portal or by email: what you were doing, what happened, a screenshot if possible.
- 02
Qualify
We confirm the priority (P1, P2, P3) and whether the work is included.
- 03
Follow up
You are kept informed until resolution, with details of what was done.
Support questions
Do you support an Odoo set up by another provider?
Yes, after a takeover audit: we review the instance, modules and custom code, then propose the right plan. Any blocking issues are quoted separately.
Does support cover Odoo Community and Enterprise?
Yes, both editions. For Enterprise, we complement Odoo S.A.’s publisher support, especially on your custom modules and configuration.
What about a critical incident on the Basic plan?
The Basic plan does not guarantee a P1 response time. We do our best, but if a production stop is a real risk for you, Standard or Premium is a better fit.
Are backups included?
If your Odoo is hosted by OVS Corp, it benefits from the backup of our whole platform. A backup of your own database, sent to you when needed or kept on your premises, is an additional billable service (terms, art. C.2).
Support plan
How many users, which apps?
Tell us your Odoo version, edition and how you use it: we propose the right plan within one business day.