# What our support covers, in plain terms. > Odoo support policy: 60 days free app support, first reply in 2 to 6 working hours, Mon to Fri 10:00 to 18:00 IST, and how package hours are charged. - Source: https://teqstars.com/support-policy Support Policy 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. Support hours **Mon to Fri, 10:00 AM to 6:00 PM IST** Public holidays excluded First reply **Within 6 working hours** 2 hours if production is down Package hours **15 minutes minimum** Per ticket, message or call Free app support **60 days from purchase** Bug fixes in our own code ## 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. Ticket, message or call **15 minutes minimum** Even when the answer takes less Above the minimum **Actual time, to the minute** No rounding up Every channel **Same hours, same rules** Ticket, email, WhatsApp, Teams, Google Chat or phone 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. *Examples* | 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 1. **Raise a ticket** Use [support form](https://teqstars.com/helpdesk) or write to [support@teqstars.com](mailto:support@teqstars.com). One issue per ticket keeps it traceable. 2. **Send what we need** Odoo version and edition, the app and its version, steps to reproduce, screenshots and the full error traceback. 3. **Give us access** A test or staging database with the issue reproduced, plus login details. We do not use TeamViewer or screen-sharing tools. 4. **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. FAQ ## Support questions. The things buyers ask us most often before and after a purchase. [Raise a support ticket](https://teqstars.com/helpdesk) ### What is covered by free support, and for how long? 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. ### How fast will you reply? It depends on the priority: the first reply comes within 2 working hours for critical issues, 4 for high, 6 for normal and 1 working day for low. Our working hours are Monday to Friday, 10:00 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, except critical production issues, which get best-effort help. Every reply comes from an engineer who has looked at your case, not a canned answer. ### Do you offer a guaranteed SLA? Our reply times are targets we work to, not a contractual guarantee. If your business needs guaranteed reply times, longer support hours or cover in your own time zone, we can agree them in a signed support contract. ### Which Odoo editions and hosting do you support? 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. ### Do I get free updates and upgrades? 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. ### What happens after the free support period ends? You can buy a prepaid support package and spend the hours on support, customisation, integrations or anything else you need. Time is tracked to the minute, with a minimum of 15 minutes for each ticket, chat message or call, as set out in how we charge your support hours. See the [pricing page](https://teqstars.com/odoo-pricing) for the current packages. ### Why is a short message or call charged 15 minutes? Answering even a one-line question means stopping other work, reading your message, checking your system and replying. The 15-minute minimum covers that. To make your hours go further, send your questions together in one message or one ticket, so they share one minimum. ### What if the problem turns out not to be our app? 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. ### Do you offer refunds? 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. ### Can you customise an app for us? Yes. Customisation is quoted separately from support. Tell us what you need at [support@teqstars.com](mailto:support@teqstars.com) and we will scope it, price it and agree a timeline before any work starts. ![TeqStars logo mark](https://teqstars.com/theme_teqstars/static/src/img/teqstars_star.png) ## Ready to automate and grow? Tell us about your business and we'll help you build a smarter, connected and automated operation. [Book Free Consultation](https://teqstars.com/contactus) [Talk to an Expert](https://teqstars.com/contactus)