Support Policy

What our support covers, in plain terms.

This policy applies to the Odoo apps and themes we publish on the Odoo Store. It sets out what is included, what is not, how to reach us and what we need from you to fix a problem quickly.

Support hoursMon to Fri, 9:00 AM to 6:00 PM ISTPublic holidays excluded

First responseWithin 4 to 6 working hoursTypical, not a hard SLA

Examination1 hour minimum per ticketNo canned replies

Free app support60 days from purchaseBug fixes in our own code

What free support covers

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 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 spends at least an hour on the ticket before responding, then sends a fix or a plan.

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.

Every app purchase includes 60 days of free support from the date of purchase. It covers bugs and errors in our own module code on a supported Odoo version. It does not cover installation, configuration, customisation, training, or problems caused by other modules.

We aim to send a first response within 4 to 6 working hours, Monday to Friday, 9:00 AM to 6:00 PM IST. Tickets raised outside those hours, at a weekend or on an Indian public holiday are picked up on the next working day. Every ticket gets at least an hour of examination before we reply, so you get a considered answer instead of a canned one.

Odoo Community and Enterprise on your own server, and Odoo.sh. Odoo Online (the SaaS platform) does not allow custom modules to be installed, so our apps cannot run there.

Compatibility updates within the same major Odoo version are free for as long as we maintain the app. A different major version, for example moving from 17 to 18, is a separate purchase because it is a separate build.

You can buy a prepaid support package. Hours are tracked to the minute and can be spent on support, customisation, integrations or anything else you need. See pricing page for the current packages.

We will tell you what we found. If the cause sits in Odoo core, your server, or another vendor’s module, the fix falls outside free support. If you would like us to fix it anyway, we will quote the time first and only start once you approve.

If an app does not work as described and we cannot fix it within a reasonable time, contact us and we will make it right. Because the apps are digital goods delivered immediately, we cannot refund a purchase simply because it is no longer needed, or because it was bought for the wrong Odoo version.

Yes. Customisation is quoted separately from support. Tell us what you need at [email protected] and we will scope it, price it and agree a timeline before any work starts.