2020-02-06 20:26:56 +07:00
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.. :banner: banners/support.png
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2019-08-28 18:59:54 +07:00
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.. _support-expectations:
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===========================================
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What can I expect from the support service?
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===========================================
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5 days a week
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=============
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Your Odoo Online subscription includes **unlimited 24hr support at no extra
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cost, Monday to Friday**. Our teams are located around the world to ensure you
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have support, no matter your location. Your support representative could be
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communicating to you from San Francisco, Belgium, or India!
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Our support team can be contacted through our `online support form <https://www.odoo.com/help>`__.
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What kind of support is included?
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=================================
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- Providing you with relevant material (guidelines, product documentation,
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etc...)
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- Answers to issues that you may encounter in your standard Odoo database (eg.
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“I cannot close my Point of Sale” or “I cannot find my sales KPIs?”)
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- Questions related to your account, subscription, or billing
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- Bug resolution (blocking issues or unexpected behaviour not due to
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misconfiguration or customization)
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- Issues that might occur in a test database after upgrading to a newer version
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2020-07-28 13:56:41 +07:00
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*Odoo Support does not make changes to your production database without your agreement and gives you
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2019-08-28 18:59:54 +07:00
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the material and knowledge to do it yourself!*
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What kind of support is not included?
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=====================================
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- Questions that require us to understand your business processes in order to
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help you implement your database
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- Training on how to use our software (we will direct you to our many resources)
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- Import of documents into your database
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- Guidance on which configurations to apply inside of an application or the database
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- How to set up configuration models (Examples include: Inventory Routes,
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Payment Terms, Warehouses, etc)
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- Any intervention on your own servers/deployments of Odoo
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2019-09-30 19:17:02 +07:00
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- Any intervention on your own third party account (Ingenico, Authorize, UPS, etc)
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2019-08-28 18:59:54 +07:00
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- Questions or issues related to specific developments or customizations done
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either by Odoo or a third party (this is specific only to your database or
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involving code)
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You can get this type of support with a `Success Pack <https://www.odoo.com/pricing-packs>`__.
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With a pack, one of our consultants will analyze the way your business runs and
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tell you how you can get the most out of your Odoo Database. We will handle all
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configurations and coach you on how to use Odoo.
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