From 32219761ea8ff41c87833b7f27c37064ebc6f806 Mon Sep 17 00:00:00 2001 From: Richard Mathot Date: Wed, 28 Aug 2019 13:59:54 +0200 Subject: [PATCH] [ADD] support: documentation for support services --- getting_started/documentation.rst | 41 ++-------------- practical.rst | 1 + support.rst | 13 ++++++ support/supported_versions.rst | 72 +++++++++++++++++++++++++++++ support/what_can_i_expect.rst | 57 +++++++++++++++++++++++ support/where_can_i_get_support.rst | 36 +++++++++++++++ 6 files changed, 182 insertions(+), 38 deletions(-) create mode 100644 support.rst create mode 100644 support/supported_versions.rst create mode 100644 support/what_can_i_expect.rst create mode 100644 support/where_can_i_get_support.rst diff --git a/getting_started/documentation.rst b/getting_started/documentation.rst index 5ddd6a336..710153e22 100644 --- a/getting_started/documentation.rst +++ b/getting_started/documentation.rst @@ -252,42 +252,7 @@ as possible, it will be decided : 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. - β€œI cannot close my Point of Sale” or β€œI 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 `__. -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 `__. +See :ref:`support-expectations`. diff --git a/practical.rst b/practical.rst index 2ceb82b86..83efa5e11 100644 --- a/practical.rst +++ b/practical.rst @@ -11,4 +11,5 @@ Practical Information db_management/db_online db_management/db_premise portal/my_odoo_portal + support legal diff --git a/support.rst b/support.rst new file mode 100644 index 000000000..ba706c74c --- /dev/null +++ b/support.rst @@ -0,0 +1,13 @@ +:banner: banners/support.jpg + +======= +Support +======= + +.. toctree:: + :titlesonly: + + support/where_can_i_get_support + support/what_can_i_expect + support/supported_versions + diff --git a/support/supported_versions.rst b/support/supported_versions.rst new file mode 100644 index 000000000..f51c6c7ff --- /dev/null +++ b/support/supported_versions.rst @@ -0,0 +1,72 @@ +.. :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 | πŸ”΄ | October 2015 | | ++--------------------+-------------+---------+--------------+----------------+----------------------------------------------+ +| Odoo 8.saas~6 | 🟠 | N/A | N/A | February 2015 | | ++--------------------+-------------+---------+--------------+----------------+----------------------------------------------+ +| **Odoo 8.0** | 🟠 | N/A | πŸ”΄ | September 2014 | | ++--------------------+-------------+---------+--------------+----------------+----------------------------------------------+ + + +.. note:: + + 🟒 Supported version + + πŸ”΄ 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 `_ your database. diff --git a/support/what_can_i_expect.rst b/support/what_can_i_expect.rst new file mode 100644 index 000000000..101e89e1b --- /dev/null +++ b/support/what_can_i_expect.rst @@ -0,0 +1,57 @@ +.. :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 `__. + + +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. + β€œI cannot close my Point of Sale” or β€œI 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 `__. +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. + diff --git a/support/where_can_i_get_support.rst b/support/where_can_i_get_support.rst new file mode 100644 index 000000000..056c26145 --- /dev/null +++ b/support/where_can_i_get_support.rst @@ -0,0 +1,36 @@ +.. :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 `_, 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 `_. +- Ask your question on the `community forum `_. +- `Buy Odoo Enterprise `_ to get the support and bugfix services. + + +.. |date| date:: + +*Last revision of this page:* |date|