Odoo Gold Partner — Support
Odoo Support Services & Maintenance
24/7 Odoo support and maintenance from a Gold Partner — functional, technical, and server-level coverage for both Odoo Enterprise and Community editions. Direct communication via email, Skype, Google Meet, or WhatsApp. Trusted by businesses across India, the USA, the UK, Italy, and France.
Free 30-minute call with a senior consultant · Reply within 1 business day
The consultant who scopes your project is the consultant who runs it. There is no handover from a salesperson to a delivery team after you sign — the part of an ERP engagement that most often goes wrong.
Last reviewed:
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System audit 1 week
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Engagement scoping 2–3 days
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Onboarding 1 week
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Ongoing operation Continuous
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Quarterly reviews Quarterly
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Annual planning Annual
- 30-minute response on production-down issues
- Quarterly reviews with your team
- Cancel with 30 days' written notice
What should Odoo support services include?
Four things, in writing: response times by severity, who answers, what is in scope, and how the hours work. TechUltra's standard SLA is a 30-minute first response on production-down issues, 4 hours when the system is degraded and next business day for everything else; the Premium tier is 15 minutes with 24/7 cover, and misses come with a credit. Every ticket goes to a senior consultant with five or more years on Odoo, not a tier-1 queue. Scope covers functional questions, technical fixes to custom code and integrations, security patches within 72 hours of release, and the server itself. Retainers come in monthly buckets of 10, 20, 40 or 80 hours, unused hours roll forward one month, and the higher tiers include major-version upgrades. We support Odoo 15 through 20, Enterprise and Community, including systems built by other partners, which start with a one-week audit so the retainer is sized on the real system rather than a template.
What's included
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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.
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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.
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Version upgrades
Major-version upgrades (e.g. 19 → 20) included on the higher-tier retainer. Includes customization-compatibility audit, parallel staging, and a documented cutover plan.
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Performance tuning
Quarterly performance review — slow reports, long-running scheduled actions, database growth, query optimization. Issues fixed proactively, not when they break.
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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.
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User-question support
How-do-I and configuration questions answered by certified consultants. Designated channel (email, Slack, ticketing) per your team's preference.
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Monthly health reports
Written report on tickets resolved, performance trends, security patches applied, and recommended improvements. Surfaces problems before they're crises.
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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
- 01 System audit 1 week
- 02 Engagement scoping 2–3 days
- 03 Onboarding 1 week
- 04 Ongoing operation Continuous
- 05 Quarterly reviews Quarterly
- 06 Annual planning Annual
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System audit
1 weekOne-week audit of your existing Odoo instance — modules, customizations, integrations, performance, and security posture. Output: a written report of risks and quick wins.
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Engagement scoping
2–3 daysPick the engagement model that fits — retainer (predictable monthly cost) or on-demand (pay per issue). SLA tiers chosen based on system criticality.
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Onboarding
1 weekAccess provisioning, ticketing system setup, runbook handover, and a kickoff call with your operational leads. We document everything so we can hand back if needed.
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Ongoing operation
ContinuousTickets routed via your preferred channel. SLAs monitored. Monthly health reports delivered. Quarterly business reviews on the calendar from day one.
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Quarterly reviews
Quarterly60-minute meeting with your operational leadership. We share trend data, surface upcoming risks, and propose changes for the next quarter.
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Annual planning
AnnualAnnual planning session covering version-upgrade timing, capacity planning, and any major customization or integration work for the next year.
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 one-week discovery. These are the levers that move a quote up or down.
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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.
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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.
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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.
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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.
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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
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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.
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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.
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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.
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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.
Odoo support options compared
Most teams weigh three routes: a partner retainer, paying a partner per issue, or relying on the support that comes with the Odoo Enterprise subscription. They cover different things.
| Factor | TechUltra retainer | On-demand (pay per issue) | Odoo S.A. subscription support |
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| Response time | 30-minute P1 on Standard; 15-minute P1 and 24/7 on Premium, contractual and audited monthly | Best effort, queued behind retainer clients | Ticket-based, for standard Odoo features |
| Custom code and integrations | In scope on the higher tiers | In scope, quoted per issue | Out of scope: Odoo's agreement excludes modules that are not part of Odoo Enterprise |
| Server and hosting | Included: patches within 72 hours, uptime, backup checks | Quoted per issue | Platform only, on Odoo Online and Odoo.sh |
| Major-version upgrades | Included on the higher tiers, with a compatibility audit and a documented cutover | Quoted separately | Odoo upgrades the standard database; custom modules are not upgraded by Odoo |
| Cost shape | Fixed monthly bucket of 10, 20, 40 or 80 hours; unused hours roll forward one month | Higher hourly rate, no commitment | Included in the Enterprise subscription |
Odoo S.A.'s scope is as stated in the Odoo Enterprise Subscription Agreement (odoo.com/documentation/20.0/legal/terms/enterprise.html): bug fixing and security updates cover the three most recent versions of Odoo's own software and exclude extra modules.
Featured case studies
Frequently asked questions
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What do Odoo support services include?
Three streams under one retainer: functional support (how-do-I and configuration questions, answered by certified consultants), technical support (fixes to custom modules, integrations, reports and performance) and server support (uptime, security patches within 72 hours of release, backup checks). Every engagement also includes a monthly health report and a quarterly review; the higher tiers include major-version upgrades.
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What is the difference between Odoo technical support and functional support?
Functional support helps your users work in Odoo: configuration, workflows, reports, 'why does this invoice post here'. Technical support changes code: fixing a custom module, repairing an integration, tuning a slow query or applying a patch. Server support is a third layer underneath both. One TechUltra retainer covers all three, so a ticket is never bounced between vendors to decide whose problem it is.
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Does the Odoo Enterprise subscription include support, or do we need a support partner?
Odoo's Enterprise subscription includes Odoo's own help with standard apps, fixes for bugs in Odoo's standard code and access to version upgrades. It does not cover your custom modules, third-party integrations or how your database is configured, and Odoo does not run your server if you host it yourself. A support partner covers those. Most companies with customisations or integrations need both: the subscription for the licence and standard code, a partner for everything built around it.
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Do you provide Odoo support for companies in the USA, the UK or the Netherlands?
Yes. Support is delivered remotely from our Ahmedabad team, with partner firms in the UK, Italy and France, over email, Microsoft Teams, Google Meet or WhatsApp. The Standard SLA covers business hours; clients in other time zones with revenue-critical systems usually take the Premium tier, which is 24/7 with a 15-minute P1 response and a documented on-call rotation.
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How much do Odoo support services cost?
Retainers are priced by monthly hour bucket (10, 20, 40, 80 or custom hours) and SLA tier; Premium 24/7 cover is roughly twice the Standard price, and on-demand work is billed at a higher hourly rate with no commitment. We quote after a one-week audit of your system, so the retainer is sized on the real amount of custom code and integrations rather than on your user count.
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What's the difference between retainer and on-demand support?
A retainer is a predictable monthly cost with a fixed hour bucket (10, 20, 40, 80, custom hours), while on-demand is pay-per-issue with a higher hourly rate but no monthly commitment. Retainer hours roll forward one month so quiet periods aren't wasted. On-demand is better for teams with very low ticket volume or sporadic needs.
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What are your SLA response times?
Standard SLA: P1 (production down) 30-minute response, P2 (degraded) 4 hours, P3 (non-blocking) next business day. Premium SLA: P1 15 minutes, 24/7 coverage. Both are contractual and audited monthly — misses come with a credit.
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Do you support Odoo versions older than the current?
Yes — we support Odoo 15 through 20 in production, and we'll support older versions (12, 13, 14) but recommend upgrading. Odoo's own Enterprise agreement covers only the three newest versions (18, 19 and 20) at the normal price; anything older pays an extra 25% of the annual subscription each year, and Odoo.sh removes a version six years after release. Upgrade timing is part of the quarterly business review.
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Are version upgrades included in the retainer?
On the higher-tier retainers, yes — major-version upgrades happen as part of the engagement. On lower-tier retainers, upgrades are quoted separately when you're ready. Either model works; it's a cash-flow preference, not a quality difference.
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Can you support an Odoo instance built by another partner?
Yes — we routinely take over from other partners. The engagement starts with a one-week audit so we (and you) know the state of the system before committing. Some take-overs need cleanup work first; we share the audit findings before quoting the support engagement so trade-offs are visible.
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What if we have a custom integration that breaks?
If a custom integration breaks, we fix it — integrations are in scope on the higher-tier retainers (or available as add-ons), and most integration issues are resolved within the standard SLA window. We document every integration during onboarding so we have a runbook ready when something breaks.
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How do you handle off-hours emergencies?
Premium SLA includes 24/7 coverage with a documented on-call rotation — incidents trigger a page within 5 minutes regardless of time of day. Standard SLA covers business hours; out-of-hours issues are queued and addressed at start of the next business day.
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Can we cancel or change tiers mid-contract?
Yes — 30 days written notice to cancel or downgrade. Upgrades happen on the next billing cycle, no notice needed. We've never held a client to a contract that wasn't working for them; the relationship is the asset, not the SLA tier.