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[IMP] upgrade: clarify and update the SLA section

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task-3300955

closes odoo/documentation#4358

X-original-commit: 8763fef3f7
Signed-off-by: Platteau Xavier (xpl) <xpl@odoo.com>
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Xavier 2023-05-04 13:10:50 +00:00
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content/administration/upgrade.rst
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@ -196,7 +196,7 @@ Help
.. _upgrade/contact:
Contact our Upgrade service support
Contact our upgrade service support
-----------------------------------
Should you have any more questions about the upgrade, do not hesitate to send a message to `Odoo
@ -219,39 +219,46 @@ upgrade again).
.. _upgrade/sla:
Service Level Agreement
=======================
Service-level agreement (SLA)
=============================
What is covered by the Enterprise Licence?
------------------------------------------
With Odoo Enterprise, upgrading a database to the most recent version of Odoo is **free**, including
any support required to rectify potential discrepancies in the upgraded database.
Databases hosted on Odoo's Cloud platforms (Odoo Online and Odoo.sh) or On-Premise (Self-Hosting)
enjoy the following services at all times.
Information about the upgrade services included in the Enterprise Licence is available in the
:ref:`Odoo Enterprise Subscription Agreement <upgrade>`. However, this section clarifies what
upgrade services you can expect.
The upgrade of:
Upgrade services covered by the SLA
-----------------------------------
* standard applications
* Studio customization (as long as the :guilabel:`Studio` app is still active)
* customizations *if* they are covered by a "Maintenance of Customizations" subscription
Databases hosted on Odoo's cloud platforms (Odoo Online and Odoo.sh) or self-hosted (On-Premise) can
benefit from upgrade services at all times for:
The Upgrade Service is limited to your database's technical conversion and adaptation (standard
modules and data) to make it compatible with the targeted version.
- the upgrade of all **standard applications**;
- the upgrade of all **customizations created with the Studio app**, as long as Studio is still
installed and the respective subscription is still active; and
- the upgrade of all **developments and customizations covered by a maintenance of customizations
subscription**.
What upgrading does NOT cover
-----------------------------
Upgrade services are limited to the technical conversion and adaptation of a database (standard
modules and data) to make it compatible with the version targeted by the upgrade.
* The cleaning of pre-existing data & configuration while upgrading
* Any new developments and/or upgrades of your own :ref:`custom modules
<upgrade-faq/custom-modules>`
* Lines of code added to standard modules that are not created with Odoo Studio.
* `Training <https://www.odoo.com/learn>`_ on the latest version
Upgrade services not covered by the SLA
---------------------------------------
You can get more information about your Enterprise Licence on our :ref:`Odoo Enterprise Subscription
Agreement <upgrade>` page.
The following upgrade-related services are **not** included:
- the **cleaning** of pre-existing data and configurations while upgrading;
- the upgrade of **custom modules created in-house or by third parties**, including Odoo partners;
- lines of **code added to standard modules**, i.e., customizations created outside the Studio app,
code entered manually, and :ref:`automated actions using Python code
<studio/automated-actions/action>`; and
- **training** on using the upgraded version's features and workflows.
.. note:: |assistance-contact|
.. seealso::
- :doc:`upgrade/faq`
- :doc:`odoo_sh`
- :doc:`maintain/supported_versions`
- :doc:`Upgrade FAQ <upgrade/faq>`
- :doc:`Odoo.sh documentation <odoo_sh>`
- :doc:`Supported Odoo versions <maintain/supported_versions>`