Odoo Support & AMC Services
Going live on Odoo is the beginning, not the end. Users raise issues, requirements evolve, business processes change, Odoo releases quarterly patches and annual major versions — and your ERP needs to keep pace with all of it. 2iSolutions provides Odoo support under Annual Maintenance Contracts (AMC) that cover incident resolution, functional guidance, change requests, version patches and continuous improvement — delivered by the same certified Odoo team that implements and builds on the platform.
What our Odoo support & AMC covers
Our Odoo support engagement goes beyond a help desk. We cover every layer of the Odoo system — functional, technical, customisation and version management — under a single agreed contract.
Incident & Bug Resolution
System errors, unexpected behaviour, incorrect calculations, broken workflows and data anomalies — logged, categorised by severity, investigated and resolved within SLA windows. Root cause documented to prevent recurrence, not just the symptom fixed.
Functional User Support
End-user queries on how to use Odoo modules — invoicing, inventory, manufacturing, purchase orders, payroll — answered by Odoo-certified functional consultants who understand both the system and your business configuration.
Change Requests & Enhancements
Small configuration changes, new reports, additional fields, workflow adjustments and minor module customisations — handled as structured change requests within the AMC scope or as separately quoted small projects depending on complexity.
Odoo Version Patch Management
Odoo releases minor patches within each major version (e.g., 17.0.1 → 17.0.2) containing bug fixes and security updates. We test, validate and deploy these patches to your instance — ensuring you stay current on security without patches breaking your custom modules.
System Health & Performance
Proactive monitoring of system performance, database size, integration job health, scheduled action failures and backup status — identifying issues before users report them and before they become outages.
Continuous Improvement
Identifying and delivering system improvements as a standard part of the AMC — not just fixing what's broken, but proactively raising what could work better. Reports that could be more useful, automations that could reduce manual steps, new modules that address growing requirements.
Three AMC tiers — sized for different operations
We offer Annual Maintenance Contracts at three coverage levels. The right tier depends on the complexity of your Odoo configuration, the volume of users and change requests, and how actively your operation is evolving. All tiers are fixed annual cost — no per-ticket billing, no surprise invoices.
For businesses with a stable Odoo configuration, low change request volume and primarily functional user support needs. Incidents resolved within standard SLA, monthly reporting.
- Functional user support
- Bug and incident resolution (SLA-governed)
- Minor configuration changes
- Odoo patch testing and deployment
- Monthly health report
- Business hours support coverage
For businesses whose Odoo configuration evolves regularly — new processes, new reports, new integrations. Includes an allocation of enhancement hours per month alongside full incident coverage.
- Everything in Essential
- Monthly enhancement hours allocation
- Change request management
- Priority incident response
- Proactive system monitoring
- Quarterly review and roadmap session
- Extended support hours
For large or complex Odoo deployments with multiple custom modules, third-party integrations, and business-critical uptime requirements. Dedicated consultant, elevated SLAs.
- Everything in Professional
- Dedicated named consultant
- Elevated SLA response times
- Higher monthly enhancement allocation
- Custom module upgrade management
- Integration monitoring and management
- Annual version upgrade planning
AMC scope and coverage are defined at contract level based on your specific Odoo configuration. Contact us to discuss what's right for your operation.
Response and resolution SLAs — defined, not estimated
Every AMC has defined SLAs agreed at contract stage. The table below shows the general framework — exact timings are tailored to each engagement based on your business criticality requirements.
| Severity | Definition | Response | Resolution Target |
|---|---|---|---|
| Critical | System down or core business process completely blocked — unable to invoice, receive goods, run payroll | Within 2 hours | Same business day |
| High | Major functionality impaired — significant workaround required to continue operations | Within 4 hours | Within 1 business day |
| Medium | Non-critical functionality affected — workaround available, business continues | Within 8 hours | Within 3 business days |
| Low | Minor issue, cosmetic problem or general user query — no operational impact | Within 1 business day | Within 5 business days |
| Enhancement | Change request or improvement — new report, configuration change, workflow adjustment | Within 1 business day (scoping) | Agreed per request |
From issue raised to resolution confirmed
Issue Raised
Users raise issues via the agreed support channel — ticketing system, email or helpdesk portal. Every ticket is acknowledged automatically with an SLA clock started from receipt time, not from when someone reads it.
Triage & Severity Assignment
Our Odoo consultant reviews the issue, assigns severity based on business impact, and either resolves it or escalates to a technical developer or functional specialist based on the type of issue.
Investigation & Fix
Root cause identified, not just the symptom. For bugs, the underlying code or configuration causing the issue is fixed — not worked around. For functional queries, the correct process is documented for the user.
Test & Deploy
Fixes tested in a staging environment before deployment to production. For critical issues where speed matters more, a hotfix is deployed with immediate follow-up testing.
Closure & Documentation
Issue closed with the user confirming resolution. Root cause and resolution documented in the knowledge base — so the same issue is resolved faster if it recurs, and recurrence patterns are visible in monthly reports.
Monthly Review
Monthly support summary shared with your team — tickets raised, resolved, pending, SLA compliance, system health highlights and upcoming patch or version considerations. The AMC is a managed service, not a black box.
What makes our Odoo support different
The Team That Built Your System
When we provide Odoo support, you're supported by the same certified consultants who implemented and customised your system — not a generic support team reading documentation for the first time. They know why things were configured the way they were.
Functional + Technical Under One Roof
User queries need functional consultants; bugs need developers; integration issues need integration specialists. Our Odoo AMC covers all three without you needing to manage separate contracts or escalations between providers.
ITIL-Based, Not Ad Hoc
The same ITIL-based AMS methodology we use for SAP clients — structured ticket management, defined SLAs, root cause documentation, change control and monthly reporting — applied to Odoo. Not informal email support dressed up as a contract.
AMC Means Fixed Cost, Not Pay-Per-Ticket
An AMC gives you predictable annual support cost — no bill shock when you have a complex month, no hesitation before raising issues because you're worried about the cost. You use the support you need; we deliver it within the agreed scope.
Patch and Version Upgrade Included
Odoo patches and the annual major version upgrade are managed as part of the support engagement — not treated as separate projects requiring separate quotes every time Odoo releases something. Your system stays current without procurement overhead.
One Partner for Odoo and SAP
If your organisation runs both Odoo and SAP, we provide AMS for both — with a single point of contact, a unified support process and cross-system integration issues handled without finger-pointing between two separate support partners.
Odoo support backed by the same practice that delivers SAP AMS
Our support practice covers SAP S/4HANA, SAP Business One, SAP BTP, SAP SuccessFactors and Odoo — giving clients a single managed services partner across their entire ERP landscape. The metrics below apply across the full practice.
Odoo support & AMC: frequently asked questions
What is an Odoo AMC and why is it better than ad hoc support?
An AMC (Annual Maintenance Contract) provides a fixed-cost annual commitment for Odoo support — covering incident resolution, change requests, patch updates and system monitoring under agreed SLAs. Ad hoc support means no committed response time, no knowledge of your system, and a support cost you can't predict. For a business-critical system like ERP, predictable support cost and committed SLAs matter more than the flexibility of paying per ticket.
What happens when Odoo releases a new version or patch?
Within our AMC, we manage minor patch releases (e.g., 17.0.1 → 17.0.2) as part of normal support — testing the patch against your configuration and custom modules before deploying to production. Annual major version upgrades (v17 → v18) are scoped separately based on the complexity of your custom modules and integrations, and we plan these as a managed project rather than a surprise.
Are change requests and enhancements included in the AMC?
Yes — within the Professional and Enterprise AMC tiers, a monthly allocation of enhancement hours is included for small change requests: new reports, additional fields, workflow adjustments and minor configuration changes. Larger enhancements or new module development are quoted separately. The AMC scope defines what's included; everything is agreed at contract stage, not negotiated per request.
What if we need support outside business hours?
Essential AMC covers business hours support. Professional and Enterprise AMC include extended coverage for critical and high-severity incidents outside business hours. If your operation runs shifts or has time-sensitive business processes (e.g., manufacturing with night shifts, e-commerce order processing), we configure the coverage window to match your operational hours at contract stage.
How is the support team familiar with our specific Odoo configuration?
At the start of every AMC engagement we conduct an onboarding assessment — documenting your Odoo configuration, custom modules, integrations, known issues and user pain points. This baseline is maintained throughout the contract. For implementations we delivered, this onboarding is immediate — the support team is the implementation team. For inherited engagements, the assessment typically takes 1–2 weeks.
Can 2iSolutions support an Odoo system that was implemented by a different partner?
Yes — we take over Odoo support from other partners regularly. Our onboarding process covers a technical audit of the existing system, documentation of all custom modules and configurations, a handover from the incumbent partner (where possible), and a knowledge transfer period before we take live responsibility. We've found that inherited systems often have undocumented customisations and accumulated technical debt; our audit surfaces these before they become support incidents.
Looking for structured Odoo support after your go-live?
Whether you've just gone live and need post-implementation support, you're unhappy with your current Odoo support arrangement, or you want to understand what an AMC would cover for your specific configuration — a conversation is the right starting point.