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getting_started/documentation.rst
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8. Support
==========
Your Odoo Online subscription includes **unlimited 24hr support at no extra
cost, Monday to Friday**. Our teams are located around the world to ensure you
have support, no matter your location. Your support representative could be
communicating to you from San Francisco, Belgium, or India!
When your project is put in production, our support teams take care of your
questions or technical issues.
What kind of support is included?
- Providing you with relevant material (guidelines, product documentation,
etc...)
- Answers to issues that you may encounter in your standard Odoo database (eg.
“I cannot close my Point of Sale” or “I cannot find my sales KPIs?”)
- Questions related to your account, subscription, or billing
- Bug resolution (blocking issues or unexpected behaviour not due to
misconfiguration or customization)
- Issues that might occur in a test database after upgrading to a newer version
*Odoo Support does not make changes to your production database, but gives you
the material and knowledge to do it yourself!*
What kind of support is not included?
- Questions that require us to understand your business processes in order to
help you implement your database
- Training on how to use our software (we will direct you to our many resources)
- Import of documents into your database
- Guidance on which configurations to apply inside of an application or the database
- How to set up configuration models (Examples include: Inventory Routes,
Payment Terms, Warehouses, etc)
- Questions or issues related to specific developments or customizations done
either by Odoo or a third party (this is specific only to your database or
involving code)
You can get this type of support with a `Success Pack <https://www.odoo.com/pricing-packs>`__.
With a pack, one of our consultants will analyze the way your business runs and
tell you how you can get the most out of your Odoo Database. We will handle all
configurations and coach you on how to use Odoo.
Our support team can be contacted through our
`online support form <https://www.odoo.com/help>`__.
See :ref:`support-expectations`.

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practical.rst
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db_management/db_online
db_management/db_premise
portal/my_odoo_portal
support
legal

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:banner: banners/support.jpg
=======
Support
=======
.. toctree::
:titlesonly:
support/where_can_i_get_support
support/what_can_i_expect
support/supported_versions

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.. :banner: banners/support.jpg
==================
Supported versions
==================
Odoo provides support and bug fixing **for the 3 last major versions** of Odoo.
Users hosted on **Odoo Online** may use intermediary versions (sometimes called *SaaS versions*) that are
supported as well. These versions are not published for Odoo.sh or On-Premise
installations.
What's the support status of my Odoo?
=====================================
This matrix shows the support status of every version.
**Major releases are in bold type.**
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| | Odoo Online | Odoo.sh | On-Premise | Release date | |
+====================+=============+=========+==============+================+==============================================+
| **Odoo 13.0** | 🏁 | 🏁 | 🏁 | October 2019 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 12.saas~3 | 🟢 | N/A | N/A | August 2019 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| **Odoo 12.0** | 🟢 | 🟢 | 🟢 | October 2018 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 11.saas~3 | 🟢 | N/A | N/A | April 2018 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| **Odoo 11.0** | 🟢 | 🟢 | 🟢 | October 2017 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 10.saas~15 | 🟢 | N/A | N/A | March 2017 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 10.saas~14 | 🟢 | N/A | N/A | January 2017 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| **Odoo 10.0** | 🟢 | 🟢 | 🟢 | October 2016 | *End-of-support is planned for October 2019* |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 9.saas~11 | 🟠 | N/A | N/A | May 2016 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| **Odoo 9.0** | 🟠 | N/A | 🔴 | October 2015 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| Odoo 8.saas~6 | 🟠 | N/A | N/A | February 2015 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
| **Odoo 8.0** | 🟠 | N/A | 🔴 | September 2014 | |
+--------------------+-------------+---------+--------------+----------------+----------------------------------------------+
.. note::
🟢 Supported version
🔴 End-of-support
N/A Never released for this platform
🟠 Some of our older customers may still run this version on our Odoo Online servers, we provide help only on blocking issues and advise you to upgrade.
🏁 Future version, not released yet
I run an older version of Odoo/OpenERP/TinyERP
==============================================
OpenERP 7.0, 6.1, 6.0 and 5.0 is not supported anymore, on any platform.
TinyERP 4.0, 3.0, 2.0 and 1.0 is not supported anymore, on any platform.
You should consider `upgrading <https://upgrade.odoo.com/>`_ your database.

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.. :banner: banners/support.jpg
.. _support-expectations:
===========================================
What can I expect from the support service?
===========================================
5 days a week
=============
Your Odoo Online subscription includes **unlimited 24hr support at no extra
cost, Monday to Friday**. Our teams are located around the world to ensure you
have support, no matter your location. Your support representative could be
communicating to you from San Francisco, Belgium, or India!
Our support team can be contacted through our `online support form <https://www.odoo.com/help>`__.
What kind of support is included?
=================================
- Providing you with relevant material (guidelines, product documentation,
etc...)
- Answers to issues that you may encounter in your standard Odoo database (eg.
“I cannot close my Point of Sale” or “I cannot find my sales KPIs?”)
- Questions related to your account, subscription, or billing
- Bug resolution (blocking issues or unexpected behaviour not due to
misconfiguration or customization)
- Issues that might occur in a test database after upgrading to a newer version
*Odoo Support does not make changes to your production database, but gives you
the material and knowledge to do it yourself!*
What kind of support is not included?
=====================================
- Questions that require us to understand your business processes in order to
help you implement your database
- Training on how to use our software (we will direct you to our many resources)
- Import of documents into your database
- Guidance on which configurations to apply inside of an application or the database
- How to set up configuration models (Examples include: Inventory Routes,
Payment Terms, Warehouses, etc)
- Any intervention on your own servers/deployments of Odoo
- Questions or issues related to specific developments or customizations done
either by Odoo or a third party (this is specific only to your database or
involving code)
You can get this type of support with a `Success Pack <https://www.odoo.com/pricing-packs>`__.
With a pack, one of our consultants will analyze the way your business runs and
tell you how you can get the most out of your Odoo Database. We will handle all
configurations and coach you on how to use Odoo.

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.. :banner: banners/support.jpg
===================
Where to find help?
===================
Odoo Enterprise
===============
Users who have a valid Odoo Enterprise subscription may always contact our support teams through our `support form <https://www.odoo.com/help>`_, no matter the hosting type you chose (Odoo Online, Odoo.sh or on your own server).
Please include in your request:
- your subscription number,
- if your database is hosted by Odoo (Odoo Online or Odoo.sh), please also send the URL of your database.
Our agents will get back to you as soon as possible.
Odoo Community
==============
*Odoo Community users don't get access to the support service.*
Here are some resources that might help you:
- Our `documentation pages <https://www.odoo.com/page/docs>`_.
- Ask your question on the `community forum <https://www.odoo.com/forum/help-1>`_.
- `Buy Odoo Enterprise <https://www.odoo.com/help>`_ to get the support and bugfix services.
.. |date| date::
*Last revision of this page:* |date|