/services/odoo-support
Support from the consultant who built it.
Named consultant, published response times and a pooled hour bank — not a ticket queue staffed by someone reading your configuration for the first time.
- 60+ systems under support
- 1 named consultant per client
- 14 countries covered
Facts. - 60+ · systems under support - 1 · named consultant per client - 14 · countries covered
/the-problem
Most ERP support is a handover disguised as a service.
The people who understood your implementation finish it, and then they leave. What replaces them is a queue, and the queue does not know that your stock valuation was configured a particular way for a reason, or that the workflow in Purchase exists because of how your largest supplier invoices.
So every ticket starts with an explanation. Small changes take a week because the first three days are spent rebuilding context that already existed. Eventually your team stops raising tickets and starts working around the system — which is the real cost, and it never appears on a support report.
We do it the other way round. The consultant who scoped your implementation stays on your account. There is no handover, because there is nobody to hand over to.
/what-that-changes
What that changes
- Functional support — configuration, workflow and process questions
- Technical support — errors, performance, integration failures
- Custom module maintenance for anything we built
- Version compatibility review ahead of each upgrade
- Quarterly system review with your process owners
- Drawdown hours for small changes, without a new scope each time
- No context rebuilt at the start of every ticket
- Small changes measured in hours, not scoping cycles
- Problems reported by us before they're noticed by you
- An upgrade path reviewed before it becomes urgent
- Your team using the system rather than working around it
- One accountable person, by name, who cannot redirect you
/how-it-works
Six things that happen, in this order.
An AMC starts the day hypercare ends, or the day you bring us an existing system that somebody else built.
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01
System review
Full audit of the configuration, customisations and integrations — including systems we didn't build.
3–5 days
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02
Named consultant
One consultant assigned and introduced. For implementations we ran, it's the person who scoped it.
day one
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03
Response terms
Severity levels agreed against your operation, not a template. A POS outage is not a report formatting request.
at signature
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04
Channels
Email, phone and a shared channel. Everything logged, whichever route it arrives by.
ongoing
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05
Drawdown
Small changes come out of the hour bank. No scoping cycle for a field, a report or a workflow tweak.
ongoing
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06
Quarterly review
What broke, what was asked for repeatedly, what should change. With your process owners, not just IT.
every 90 days
/what-you-get
Four artefacts you keep.
Support is the service most likely to leave a client with nothing to show for it. These exist so that isn't true here.
System audit
the state of your Odoo instance at the start, including anything inherited from a previous partner.
/02Response terms
severity definitions and target response times, in writing, agreed against your operation.
/03Change log
every change made, when, why and by whom. Your record, not a report we generate.
/04Quarterly review notes
the recurring issues, and what we recommend doing about them.
/where-this-fits
What comes before this, and what comes after.
Support is the longest relationship on this page. It follows implementation or migration, absorbs small customisation work through drawdown hours, and is where the case for an upgrade usually first gets made.
/questions
Asked on every first call.
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Yes — that is the point of the service. One named consultant owns your account, and for systems we implemented it's the person who scoped it. There's a second consultant briefed on your system for cover, so a holiday isn't a handover.
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Regularly. It starts with a full audit, because we won't put our name on response times for a configuration we haven't read. Occasionally the audit finds something that needs fixing before an AMC makes sense, and we'll say so before you sign rather than after.
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Anything that keeps the system working as designed is support. Anything that changes what it's designed to do is drawdown hours or a project. The line is in the change log, and if we think a request has crossed it, we tell you before the work rather than in an invoice afterwards.
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Severity levels agreed against your operation rather than a template — for most clients, a POS outage during trading and a report formatting request are not the same urgency, and the terms should say so. Published in your agreement, and measured.
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An AMC is a continuing relationship with a named consultant. A Success Pack is a block of hours you draw on when you need them, with no ongoing commitment. Clients running Odoo as their operational backbone usually want the first; clients with an occasional need usually want the second. Several have both.
/next
Tell us what's currently going unfixed.
Thirty minutes, no slides. We will tell you straight if Odoo is not the answer.