What our support covers, in plain terms.
This policy covers the Odoo apps and themes we publish on the Odoo Store, our prepaid support packages and one-off paid work. It sets out what is included, how fast we reply, how package hours are charged and what we need from you to fix a problem quickly.
Which part applies to you
You bought an app on the Odoo Store
Free support for 60 days on bugs in our own code. After that, use a support package or ask us for a quote.
You have a support package
Your hours are used as described in how we charge your support hours, with the reply times for your ticket’s priority.
You asked for a one-off fix or feature
We scope it and agree the price with you before we start, then deliver the finished code.
You have a long-running project with us
Your signed agreement sets the scope, timelines and how we work together, and it takes priority over this page. Where it says nothing, this policy applies.
What free app support covers
For apps bought on the Odoo Store, for 60 days from the date of purchase.
- Bugs and errors in our module code, on a supported Odoo version.
- Fixes for features that do not behave as described on the app page.
- Guidance on installing and using the app as documented.
- Compatibility fixes for the latest sub-version of the Odoo release you bought.
- Answers about what the app does and does not do, before or after purchase.
What it does not cover
- Installation, configuration and data setup on your server.
- Customisation, new features and changes to app behaviour.
- Bugs in Odoo core, third-party modules, or another vendor’s app.
- Server, hosting, network, backup and performance problems.
- Issues caused by code changes made to our module by anyone else.
- Training, consulting and migration work.
- Upgrades to a different major Odoo version.
Anything on this list is still work we are happy to do. It is quoted as paid work, and we agree the price with you before starting.
How we charge your support hours
When you buy a support package, the time we spend on your requests comes off your prepaid hours. That includes quick chat messages and phone calls, not only tickets. These are the rules we follow, so nothing on your hours report comes as a surprise.
- What counts as time
- Reading your message, checking your database, logs and settings, reproducing the problem, fixing and testing it, calls and meetings, and writing our reply.
- Why there is a 15-minute minimum
- Even a one-line answer means stopping other work, reading your message, checking your system and replying. So each time we pick up a ticket, a chat message or a call, at least 15 minutes comes off your hours, even when the answer takes less. A 2-minute call is charged as 15 minutes.
- Follow-up messages
- Messages about a question we are already working on are part of that same time, not a new 15 minutes. A new question sent later starts a new entry.
- Your record
- Every ticket closes with a report of the hours spent. Chat messages and calls are logged the same way, with the date, the time charged and what we did. Ask us for your remaining balance at any time.
| What happened | Time spent | Charged |
|---|---|---|
| A question on WhatsApp, answered in 5 minutes | 5 min | 15 min |
| A phone call that lasted 8 minutes | 8 min | 15 min |
| Three quick questions, sent on three different days | 3 × 5 min | 45 min |
| The same three questions, sent together in one message | 15 min | 15 min |
| A phone call that lasted 40 minutes | 40 min | 40 min |
| A ticket for a small issue, solved in 10 minutes | 10 min | 15 min |
| A ticket fixed in 2 hours 30 minutes | 2 h 30 min | 2 h 30 min |
Make your hours go further. Collect your questions and send them together in one message or one ticket. Handled in one go, they share one minimum instead of one each.
How to raise a ticket
- 01
Raise a ticket
Use support form or write to [email protected]. One issue per ticket keeps it traceable.
- 02
Send what we need
Odoo version and edition, the app and its version, steps to reproduce, screenshots and the full error traceback.
- 03
Give us access
A test or staging database with the issue reproduced, plus login details. We do not use TeamViewer or screen-sharing tools.
- 04
We examine and reply
An engineer confirms the priority, looks into the issue properly and sends a fix, or a plan with an estimate.
What we ask of you
Keep a backup
Always take a full backup of your database and filestore before installing or updating any module.
Test first
Install and verify on a staging database before touching production.
Do not edit our code
If our module is modified, we cannot support it. Ask us for a customisation quote instead.
One licence, one database
Each purchase covers a single Odoo database. Redistribution or resale of the source code ends the licence.
Supported environments
Our apps run on Odoo Community and Enterprise on your own server, and on Odoo.sh. They cannot run on Odoo Online, because that platform does not allow custom modules to be installed. We support the Odoo versions listed on each app page and keep them working with the latest sub-version of that release.
Support questions.
The things buyers ask us most often before and after a purchase.
Raise a support ticket
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