Maintenance and Support
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    Maintenance and Support Alternatives

    As you use more Odoo applications to run your business you will want to keep your system optimised and updated with the latest features and functionality.  Odoo SA and the OCA Community are constantly (daily) releasing updates and security patches.

    We offer 3 Service levels:


    On Demand Support (all services)

    Customers can request any service and will be charged hourly (at minimum 30 min per request). Alternatively you may purchase a prepaid Support Pack of 25 or 100 hours. Prepaid Support packs are a great option for Customer that want 100% control of costs.


    Server Patch Agreement (included in Cloudworkz Base from Jan 2025)

    For a fixed monthly cost we keep your instance optimised and up to date. 

    Starting at 495 kr/mån we will manage the patching of your server infrastructure and environments.  This service is the designed to keep your infrastructure (servers and operating systems) up to date and optimised.  This will ensure you get the best possible performance and the highest possible system availability.

    What is included?

    Technical Support for your server environment is included without extra cost when you sign a patch agreement.  Technical Support, is defined as support and advice related to the technical environment including VM and network related services. 

    Technical support in this context does not include 

    • Creation of new instances
    • Restore of backups
    • Configuration of applications outside of the VM resource pool (external DNS, mail servers and other servers/services)
    • Application and end-user support
    • Installation and testing of Odoo patches provided by Odoo
    • User support related to Odoo patches

    Application and user support is charged "On Demand".  If you are unsure contact your Business Consultant or Sales representative for more information.


    Odoo Maintenance Agreement (Requires valid Patch Agreement)

    For a fixed monthly cost, the Maintenance Agreement simplifies the upgrade process.  Your code is constantly maintained and upgraded to the latest available version without interruption to your daily business.  As a result you will be able to upgrade to the latest version quickly and efficiently.  Patch Agreement is required to access the Maintenance and Support Agreement.

    What is included?

    In addition to continuous code maintenance and upgrades Customers with a valid Maintenance and Support agreement enjoy the following advantages at no additional cost:

    • Support for bug fixes
    • Installation of Odoo source patches once each month
    • Technical support to Key User/s*

    * Technical Support is defined as support to "Key User(s)" in the form of advice or help related to the operation of the system in current configuration and with the currently installed applications and settings. 

    Technical Support is limited to:  

    • basic advice and instructions related installed applications and functions, and related problem solving
    • analysis and identification of program bugs and rectification of program bugs and errors 
    • registration of code errors and bug to Odoo SA
    • support related to Odoo source patches and hot-fixes 

    Technical Support in this context does not include: 

    • implementation of new functionality, features or configuration
    • review of or support for customer internal process and methods
    • import of new data to the instance
    • database corrections
    • end-user training
    • work to analyse your business process or errors created by your users
    • support related to connected systems
    • support related to mail, DNS managed by the customer
    • support related to PC clients and other customer hardware

    Additional services provided above are charged separately and in addition to the Monthly Maintenance Contract.

    Patches are applied within the terms and framework of the patch agreement.


    Always charged separately

    The following services are always charged separately.  Contact your Sales representative for more information

    • Business and IT Consulting Services 
    • Provision of resources and infrastructure (Cloudbased or Hardware)
    • Support related to import/export of data, data cleaning and or data validation in production instances.
    • Implementation of new functionality, features, applications, interfaces and programs.
    • Additional services related to "pay for service" transactions (including but not limited to OCR, InExchange, AI transactions etc.)
    • Support for external applications (including mail services, print, other "non-Odoo" applications, interfaces etc)
    • Analysis of your process, data or use of the system where no code error is identified
    • Project management, implementation management
    • Training testing and support
    • Programming and development
    • Support for your business specific processes
    • Support related to database conversions required for testing and upgrades
    • Restore of backups
    • Licenses