Odoo Support & Maintenance

What's included

• SLA-backed response times

  P1 issues (production down): 30-minute first response. P2 (degraded): 4 hours. P3 (non-blocking): next business day. SLAs in writing, audited monthly.

• Bug fixes and emergency patches

  Production bugs fixed by senior consultants — same team that built or audited your system. No tier-1 handoff to a less experienced agent.

• Version upgrades

  Major-version upgrades (e.g. 18 → 19) included on the higher-tier retainer. Includes customization-compatibility audit, parallel staging, and a documented cutover plan.

• Performance tuning

  Quarterly performance review — slow reports, long-running scheduled actions, database growth, query optimization. Issues fixed proactively, not when they break.

• Security patching

  Odoo security patches applied within 72 hours of release. Critical CVEs (e.g. authentication bypasses) on the same day with off-hours work as needed.

• User-question support

  How-do-I and configuration questions answered by certified consultants. Designated channel (email, Slack, ticketing) per your team's preference.

• Monthly health reports

  Written report on tickets resolved, performance trends, security patches applied, and recommended improvements. Surfaces problems before they're crises.

• Quarterly business review

  60-minute review of how Odoo's serving the business, what's not working, and what changes might be worth making in the next quarter.

Our process

Typical timeline

Onboarding takes 1–2 weeks: audit, scoping, access provisioning, and kickoff. Once onboarded, support is continuous with monthly billing. SLA tiers determine response times: Standard (P1 30 minutes / P2 4 hours / P3 next business day) suits most mid-market teams; Premium (P1 15 minutes / 24/7) suits revenue-critical e-commerce, regulated finance, and high-volume operations. Engagements are renewed annually but you can downgrade tiers at any time with 30 days notice.

What affects the price

Every engagement is fixed-scope after a paid one-week discovery. These are the levers that move a quote up or down.

• SLA tier

  Standard SLA (business hours, P1 30-minute response) is the default. Premium (24/7, 15-minute P1) is roughly 2× the price and suits revenue-critical or regulated environments.

• Hours per month / ticket volume

  Retainers come in monthly hour buckets (10, 20, 40, 80, custom). Hours roll forward one month so quiet months aren't wasted. Overage hours billed at the same rate.

• System complexity

  More custom code, more integrations, and more modules mean more surface area to maintain. We size the recommended retainer based on the audit findings, not on how many users you have.

• Upgrade scope (included or excluded)

  Higher-tier retainers include version upgrades. Lower-tier retainers exclude them; upgrades are quoted separately when you're ready. Both are valid — depends on cash-flow preference.

• Reporting depth

  Standard monthly health reports are included. White-label reports for your client teams, executive-summary decks, or board-ready KPI tracking are scoped separately.

Who this is for

Teams running Odoo in production who want predictable costs and SLA-backed response times — without hiring a full-time Odoo specialist internally. Common shapes: a 50–500-person company that's past the implementation phase and needs ongoing capacity for fixes and upgrades, an e-commerce business where Odoo downtime directly costs revenue, or a regulated business that needs documented incident response. If your Odoo instance was built by another partner, our audit gives you a clear picture of the system before you commit to a retainer.

Why TechUltra for odoo support

• Senior consultants on every ticket

  No tier-1 queue. Every ticket lands with a 5+ year Odoo specialist — the same team that audits, builds, and runs production fixes. Average first response 18 minutes during business hours.

• SLAs in writing, audited monthly

  Our SLAs are contractual, not aspirational. We track every ticket against its SLA target and publish the data each month. Misses come with a credit, not an excuse.

• Hours roll forward

  Unused retainer hours roll forward one month so you're not penalized for quiet periods. Most teams keep a small buffer; quarterly true-ups smooth out the variance.

• Audit before quote

  Every support engagement starts with a paid one-week audit so the recommended retainer is based on the actual state of your system, not a generic template.

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