Which tier should we start on?

Depends on your Odoo deployment maturity and enhancement velocity. Stable deployment with mostly user questions and occasional small fixes: Light Retainer. Active business adding modules, doing regulatory updates, growing into Odoo: Active Retainer. Continuous custom-module development: Dedicated Developer. Mission-critical with expensive downtime: Enterprise SLA. We assess in the scoping call and recommend honestly — including recommending Light when you don't need more.

What counts as a 'critical' issue under Enterprise SLA?

P1 (production down) = Odoo is down or unable to process core transactions (invoice creation, payment processing, etc.). Examples: database unreachable, login broken for all users, e-invoicing submission failing during business hours, payment gateway integration down. P2 (degraded) = a workflow that's important is broken but not blocking core operations. P3 (non-blocking) = a workflow that's secondary or workaroundable is broken. P4 (enhancement) = a request for a new feature or change.

How quickly do you respond by severity?

Light Retainer, Active Retainer and Dedicated Developer: P1 (production down) within 30 minutes, P2 (degraded) within 4 hours, P3 (non-blocking) next business day, all in business hours. Enhancements (P4) are scheduled into your hour bucket. Enterprise SLA adds 24/7 cover with P1 within 15 minutes from a named on-call engineer. SLAs are in writing and audited monthly, and a missed SLA earns a service credit.

What's not covered by a support tier?

Large new module rollouts (those go through /solutions/odoo-optimization Phase 2 scoping). Version upgrades that change major versions (covered for typical effort in Active/Enterprise; larger upgrades may need separate scoping). Custom developments that exceed the tier's hour bucket (transparent overage billing, never surprise overruns).

Can we go directly to Enterprise SLA from day one?

Yes — appropriate for businesses where Odoo is going live as mission-critical from day one (e.g. high-volume e-commerce, mission-critical manufacturing, regulated financial services). Most businesses start on Active and upgrade to Enterprise once they've validated their actual SLA needs.

Do we get a dedicated engineer on Active Retainer?

No — Active Retainer is shared engineer time across your account team. You get consistent senior consultants but they work on multiple accounts. Dedicated Developer tier is the option if you want a single named engineer 80% on your account.

What about regulatory updates — do we have to ask for them?

Active and Enterprise tiers: no, regulatory updates are proactive. When Saudi ZATCA changes the API, when France PPF announces a wave date, when EU CSRD adds a data point, we push the configuration / code update without waiting for you to raise it. Light Retainer: you're notified of the update, we apply on request.

Do you cover Odoo version upgrades within the support tier?

Typical version upgrades (e.g. Odoo 18 → 19) are within the Active / Enterprise tier hour bucket. Larger upgrades that involve substantial custom-code refactoring or breaking-change handling get scoped separately, with the support tier covering the planning + non-development work and a fixed-price project covering the development effort.

What hours are covered?

Light Retainer: business hours per your time zone (our UK partner firm covers GMT/CET hours, Ahmedabad covers IST + evening overlap with EU/US East Coast, plus our partner firms in Italy, South Africa and Peru for other windows). Active Retainer: business hours with same-time-zone consultant assignment. Enterprise SLA: 24/7 cover with a 15-minute P1 response from named on-call engineers.

Can we cancel support if we want to take operations in-house?

Yes — 30 days' written notice. Handover support during the notice period (knowledge transfer to your in-house team, code documentation, runbook handoff) included. We aim to leave you confident, not dependent.

What about pricing for very large deployments?

Enterprise SLA tier is the published shape up to roughly 500-user mid-market businesses. Beyond that (1,000+ users, very complex multi-entity, custom SLAs needed) we negotiate bespoke enterprise agreements. Discovery call clarifies whether you fit Enterprise SLA standard pricing or need a custom shape.

What's the first step?

30-minute scoping call. Bring: current Odoo deployment size (users, modules), how mission-critical Odoo is, expected enhancement velocity over next 12 months, current support arrangement (if any). We recommend a tier honestly and walk through the SLA document for that tier.

Ongoing support

Odoo Support — SLA Tiers

Once Odoo is live, the question becomes: who handles the daily questions, the version upgrades, the integration issues, the regulatory updates, the new features your team wants? TechUltra Support runs in four published tiers — from a minimal Community-style retainer for self-sufficient teams to a 24/7 Enterprise SLA with a 15-minute response on production-down issues. Pick the tier that matches how active your Odoo will be; move up from the next billing cycle, or down with 30 days' notice.

Last reviewed: May 12, 2026

What it is

TechUltra Support is the ongoing maintenance + enhancement engagement for businesses on Odoo post-implementation. We run four published tiers — each is a clearly defined SLA with stated response times, included hour bucket, and pricing. The tiers are: **Light Retainer** for stable deployments with occasional user questions, light enhancement, and version-upgrade prep; **Active Retainer** for businesses actively growing into Odoo with ongoing module additions, regulatory updates, and integration work; **Dedicated Developer** for a named senior engineer embedded with your team for continuous custom module development; **Enterprise SLA** for businesses where Odoo is mission-critical and downtime is genuinely expensive — 24/7 cover with a 15-minute P1 response, premium engineer access, and quarterly business reviews with senior leadership. Every tier ships with a public-facing SLA document, response-time commitments, escalation paths, and a quarterly review. You can move up a tier from the next billing cycle, and downgrade or cancel with 30 days' written notice.

Why it matters

Most Odoo support arrangements are either too thin (a casual handshake retainer that nobody honours) or too fat (an enterprise contract for a business that doesn't need it). The middle is where most businesses actually fit — they need someone responsive when something breaks, regulatory updates pushed proactively, and a clear escalation path for the rare critical incident. Published SLA tiers solve this by making support a product, not a custom negotiation each quarter. You pick the tier that matches your reality; we deliver against the public SLA; you switch tiers as your reality changes.

Features

What Odoo Support — SLA Tiers does, capability by capability.
Capability	What it does
Light Retainer (USD 1,500–4,000/month)	8–20 hours of senior consultant time monthly. Covers user questions, light enhancement (under 8 hours each), version-upgrade preparation. Response times: P1 (production down) 30 minutes, P2 (degraded) 4 hours, P3 (non-blocking) next business day, in business hours. Right for stable Odoo deployments with occasional needs.
Active Retainer (USD 4,000–12,000/month)	30–80 hours monthly. Covers continuous enhancement, ongoing module additions, regulatory updates pushed proactively (e.g. France PPF, Saudi ZATCA, EU CSRD changes), integration work, training reinforcement. Response times: P1 30 minutes, P2 4 hours, P3 next business day, in business hours. Right for businesses actively growing into Odoo.
Dedicated Developer (USD 4,500–9,000/month)	Named senior Odoo developer working as an extension of your team — typically 80% of one engineer's capacity. Right for businesses with continuous custom-module needs (manufacturing-heavy, multi-entity, regulated finance). Same engineer over time builds deep familiarity with your codebase.
Enterprise SLA (USD 12,000–30,000/month)	24/7 cover with a 15-minute P1 response. Premium engineer access. Quarterly business reviews with senior leadership. Right for businesses where Odoo downtime is genuinely expensive — typically 200+ users, mission-critical operations, regulated industries. Custom SLAs negotiable beyond the published shape.
Published SLA document per tier	Each tier has a publicly-shareable SLA document covering response times by priority (P1 production down / P2 degraded / P3 non-blocking / P4 enhancement), escalation paths, exclusions, and review cadence. No hidden terms.
Quarterly business review	Every tier includes a quarterly 60-minute review meeting with stakeholders — hours utilised, issues resolved, upcoming Odoo version considerations, regulatory mandate forecast. Active and Enterprise tiers add a written report.
Change tiers as you go	Upgrades take effect from the next billing cycle; downgrades need 30 days' written notice. Common pattern: start on Active during the first year, move to Light once operations stabilise. Or upgrade to Enterprise SLA when Odoo becomes business-critical.
Out-of-tier work transparent	Work that exceeds the tier's hour bucket is billed transparently at agreed hourly rates — no surprise overruns. Most months stay within bucket; occasional spikes are normal.
Regulatory updates proactive	Active and Enterprise tiers include proactive regulatory updates — when Saudi ZATCA changes the API, when France PPF announces a wave date, when EU CSRD adds a data point, we push the Odoo configuration update without waiting for you to ask.
Version upgrades planned	All tiers include version upgrade planning. Active and Enterprise tiers include version upgrade delivery (within tier bucket for typical upgrades; larger upgrades scoped separately).

How it works

Tier selection

Based on your Odoo deployment size, user count, mission-criticality, and expected enhancement velocity, we recommend a starting tier. Most businesses start on Light or Active.
Engagement signing

Signed support agreement with the chosen tier's SLA attached. Quarterly renewal default. NDA in place.
Onboarding

Initial 2-hour onboarding session: review your current Odoo deployment, key users, escalation contacts, ticket-routing setup, monitoring access. We hand you a 1-page 'how to engage TechUltra Support' reference.
Steady-state operations

Tickets in via email or your preferred channel (Slack / Teams integrations available). Responses per SLA. Weekly status email summarising the week. Monthly invoice with hour utilisation report.
Quarterly business review

60-minute meeting (Active and Enterprise: 90 minutes with written report). Hours utilised, top issues, upcoming considerations, tier-fit review. Decision point: continue current tier, upgrade, downgrade, or pause.
Tier changes as your needs change

Upgrade from the next billing cycle, or downgrade with 30 days' written notice. Move from Light to Active when growing; from Active to Light when stable; from any tier to Enterprise when Odoo becomes business-critical.

Deployment timeline

Onboarding: 1–2 weeks from agreement signing. Steady-state: ongoing, with quarterly review cadence. Tier changes: upgrades from the next billing cycle, downgrades and cancellation with 30 days' written notice.

Best for

Every business running production Odoo benefits from a support tier — the question is which one. Light Retainer fits stable, low-velocity Odoo deployments. Active Retainer fits businesses actively growing into Odoo with regular enhancement work. Dedicated Developer fits businesses with continuous custom-module needs (manufacturing-heavy, regulated finance, multi-entity). Enterprise SLA fits businesses where Odoo is genuinely mission-critical with expensive downtime. Discovery call assesses honestly which tier fits your specific situation. Tier mismatch (paying for Enterprise when Light is enough, or running on Light when you need Active) is a common pain point — published tiers you can change with 30 days' notice prevent that.

Frequently asked questions

Which tier should we start on?

Depends on your Odoo deployment maturity and enhancement velocity. Stable deployment with mostly user questions and occasional small fixes: Light Retainer. Active business adding modules, doing regulatory updates, growing into Odoo: Active Retainer. Continuous custom-module development: Dedicated Developer. Mission-critical with expensive downtime: Enterprise SLA. We assess in the scoping call and recommend honestly — including recommending Light when you don't need more.
What counts as a 'critical' issue under Enterprise SLA?

P1 (production down) = Odoo is down or unable to process core transactions (invoice creation, payment processing, etc.). Examples: database unreachable, login broken for all users, e-invoicing submission failing during business hours, payment gateway integration down. P2 (degraded) = a workflow that's important is broken but not blocking core operations. P3 (non-blocking) = a workflow that's secondary or workaroundable is broken. P4 (enhancement) = a request for a new feature or change.
How quickly do you respond by severity?

Light Retainer, Active Retainer and Dedicated Developer: P1 (production down) within 30 minutes, P2 (degraded) within 4 hours, P3 (non-blocking) next business day, all in business hours. Enhancements (P4) are scheduled into your hour bucket. Enterprise SLA adds 24/7 cover with P1 within 15 minutes from a named on-call engineer. SLAs are in writing and audited monthly, and a missed SLA earns a service credit.
What's not covered by a support tier?

Large new module rollouts (those go through /solutions/odoo-optimization Phase 2 scoping). Version upgrades that change major versions (covered for typical effort in Active/Enterprise; larger upgrades may need separate scoping). Custom developments that exceed the tier's hour bucket (transparent overage billing, never surprise overruns).
Can we go directly to Enterprise SLA from day one?

Yes — appropriate for businesses where Odoo is going live as mission-critical from day one (e.g. high-volume e-commerce, mission-critical manufacturing, regulated financial services). Most businesses start on Active and upgrade to Enterprise once they've validated their actual SLA needs.
Do we get a dedicated engineer on Active Retainer?

No — Active Retainer is shared engineer time across your account team. You get consistent senior consultants but they work on multiple accounts. Dedicated Developer tier is the option if you want a single named engineer 80% on your account.
What about regulatory updates — do we have to ask for them?

Active and Enterprise tiers: no, regulatory updates are proactive. When Saudi ZATCA changes the API, when France PPF announces a wave date, when EU CSRD adds a data point, we push the configuration / code update without waiting for you to raise it. Light Retainer: you're notified of the update, we apply on request.
Do you cover Odoo version upgrades within the support tier?

Typical version upgrades (e.g. Odoo 18 → 19) are within the Active / Enterprise tier hour bucket. Larger upgrades that involve substantial custom-code refactoring or breaking-change handling get scoped separately, with the support tier covering the planning + non-development work and a fixed-price project covering the development effort.
What hours are covered?

Light Retainer: business hours per your time zone (our UK partner firm covers GMT/CET hours, Ahmedabad covers IST + evening overlap with EU/US East Coast, plus our partner firms in Italy, South Africa and Peru for other windows). Active Retainer: business hours with same-time-zone consultant assignment. Enterprise SLA: 24/7 cover with a 15-minute P1 response from named on-call engineers.
Can we cancel support if we want to take operations in-house?

Yes — 30 days' written notice. Handover support during the notice period (knowledge transfer to your in-house team, code documentation, runbook handoff) included. We aim to leave you confident, not dependent.
What about pricing for very large deployments?

Enterprise SLA tier is the published shape up to roughly 500-user mid-market businesses. Beyond that (1,000+ users, very complex multi-entity, custom SLAs needed) we negotiate bespoke enterprise agreements. Discovery call clarifies whether you fit Enterprise SLA standard pricing or need a custom shape.
What's the first step?

30-minute scoping call. Bring: current Odoo deployment size (users, modules), how mission-critical Odoo is, expected enhancement velocity over next 12 months, current support arrangement (if any). We recommend a tier honestly and walk through the SLA document for that tier.