[MERGE] Forward-port of branch 14.0 to master

content/services/support/what_can_i_expect.rst

@@ -0,0 +1,56 @@
+:orphan:
+
+.. _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 without your agreement and 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
+- Any intervention on your own third party account (Ingenico, Authorize, UPS, 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.