Technical Support Policy

Scope of Support

This policy applies to Clients with an active engagement under a signed SOW. Covered scope:

• aProduction environments.Odoo Enterprise instances Octura has implemented, migrated, or is under contract to maintain.
• bCustom modules.Modules developed by Octura under a signed SOW, for the version range covered by the engagement.
• cConfiguration.Tax codes, payroll setup, e-invoicing connectors, account structures, and workflows configured by Octura.
• dStandard Odoo modules.Configured by Octura — bug triage, escalation to Odoo S.A., and best-effort workarounds.

Definitions

• 2.1Incident.A reproducible deviation from documented behaviour, opened by the Client through an authorized channel.
• 2.2First Response.Acknowledgement of the Incident by a named senior consultant — not a ticket auto-reply — confirming severity, owner, and next step.
• 2.3Resolution Target.Best-effort estimate to restore service or deliver a workaround. Not a contractual deadline.
• 2.4Business Hours.Monday–Friday, 08:00–18:00 in the Client's primary time zone (declared in the SOW), excluding Wyoming and Quebec public holidays.
• 2.5Working Day.Any Business Hours day. Weekend hours and public holidays do not count toward Business-Hours SLAs (P1 excepted).

Severity Levels

Severity is assigned by the Client at ticket open and confirmed by the senior consultant on First Response. Disputes are resolved by the Engagement Lead.

• 3.1P1 — Critical.Production system unreachable; data corruption affecting accounting integrity; statutory submission (BAS, MTD VAT, STP, e-invoicing) blocked at deadline; security incident with confirmed exposure.
• 3.2P2 — High.Major function impaired with no workaround (e.g. order intake, invoicing, payroll run); a non-statutory deadline is at risk; performance degraded materially for >50% of users.
• 3.3P3 — Normal.A specific feature is impaired but a workaround exists; intermittent error affecting a subset of users; a report or dashboard returns incorrect figures with no immediate compliance impact.
• 3.4P4 — Low.Cosmetic, documentation, configuration request, low-volume how-to question, or a feature enhancement request not yet scoped under a SOW.

Response & Resolution Targets

• 4.1First-response SLA.P1: 1 hour, 24/7 best-effort. P2: 4 Business Hours. P3: 1 Working Day. P4: 3 Working Days.
• 4.2Resolution targets.P1: continuous work until restored, with status updates at least every 60 minutes. P2: 1 Working Day target. P3: 5 Working Days target. P4: scheduled in the next maintenance window.
• 4.3Same architect, no ticket queue.The senior consultant who delivered your engagement remains the named owner of your support tickets. There is no Tier 1 / Tier 2 handoff.
• 4.4Best-effort, not a credit scheme.These are operational targets, not contractual remedies. We do not offer service credits for missed targets unless explicitly written into a signed SOW.

Hours of Coverage

• 5.1Standard hours.Business Hours as defined in §2.4. The default 4-hour First-Response SLA applies on this clock; Clients in Pacific or Atlantic time zones receive extended coverage on request.
• 5.2P1 emergency.P1 Incidents are accepted 24/7/365 via the emergency channel listed in §6 and dispatched to a senior consultant on a best-effort basis outside Business Hours.
• 5.3Bilingual.Support is delivered natively in English and French. Tickets, calls, and documentation can be conducted in either language at the Client's preference.
• 5.4Holidays.Wyoming federal holidays and Quebec statutory holidays are observed. Holiday calendar is published annually and shared with Clients in December for the following year.

Support Channels

Tickets opened through any of the channels below are treated equally — but P1 Incidents must use the emergency channel to trigger 24/7 dispatch.

• 6.1Support portal.Primary channel. Each ticket has a unique ID, a named owner, and a full audit trail accessible to the Client's authorized contacts.
• 6.2Email.support@octurasolutions.com — automatically converted to a portal ticket on receipt.
• 6.3Dedicated chat.Where contracted in the SOW, a private Slack or Microsoft Teams channel is provisioned for low-friction questions and asynchronous status updates.
• 6.4P1 emergency line.A dedicated phone number is shared with the Client's named technical contacts at engagement kickoff. P1 Incidents reported by any other channel will be re-routed; Clients should call the line directly to start the 1-hour clock.

Escalation Procedure

• 7.1Level 1 — Lead architect.Default owner for every ticket. Escalation to Level 2 is automatic if a P1 is not in active triage within 1 hour, or a P2 within 4 Business Hours.
• 7.2Level 2 — Engagement director.Reviews escalated tickets, reassigns capacity, and contacts the Client's named technical lead. Escalates to Level 3 within 1 Working Day if unresolved.
• 7.3Level 3 — Managing partner.Final internal escalation. Engages directly with the Client's executive sponsor and authorizes any additional resources required, including external Odoo S.A. expertise.

Out of Scope

The following are not covered by this policy and will be quoted separately as a Change Order or new SOW:

• 8.1Net-new features.Functionality not described in the most recent FRD or SOW. We treat enhancement requests as scoped work, not support tickets.
• 8.2Client-introduced data corruption.Issues arising from manual SQL edits, third-party imports, or actions by users outside the documented workflow are addressed on a best-effort, billable basis.
• 8.3Third-party integrations not built by Partner.If the integration was not delivered by Octura, we provide best-effort liaison with the third-party vendor; primary support remains with the vendor.
• 8.4Odoo S.A. core defects.Defects in unmodified Odoo Enterprise core are filed with Odoo S.A. and tracked on the Client's behalf. Resolution timing is governed by Odoo S.A.'s own roadmap.
• 8.5Client infrastructure.Local network, VPN, hardware, browser, and email-deliverability issues are out of scope. We provide diagnostic guidance only.
• 8.6Force majeure.Outages caused by hosting providers, certificate authorities, public-cloud incidents, or events outside Partner's reasonable control suspend the SLA clock for the duration of the event.

Maintenance, Updates & Backups

• 9.1Planned maintenance.Non-emergency maintenance is scheduled Saturdays 22:00–02:00 in the Client's primary time zone, with at least 5 Working Days written notice.
• 9.2Security patches.Critical Odoo S.A. or third-party security patches may be applied inside an emergency maintenance window with as much notice as conditions allow.
• 9.3Version upgrades.Major-version upgrades (e.g. Odoo 19 → 20) are scoped as a separate engagement and not part of routine support.
• 9.4Backups.Where the Client uses Odoo.sh or Odoo Online, backups are governed by Odoo S.A.'s policies. For self-hosted deployments, backup frequency, retention, and restoration targets are specified in the SOW.

Reporting, Reviews & Amendments

• 10.1Quarterly review.Each engagement receives a quarterly support-health review covering ticket volume, response-time adherence, recurring issues, and recommended remediation.
• 10.2Policy amendments.Material changes to this policy are communicated by email at least 30 days before they take effect. The Last Updated date at the top of this page reflects the most recent revision.
• 10.3Precedence.Where a signed SOW specifies different SLAs, response times, hours, channels, or maintenance windows, the SOW takes precedence over this page for the duration of that engagement.

Need a copy of the latest support package or escalation contacts?

Email our operations contact for the current version, holiday calendar, and on-call schedule:

support@octurasolutions.com