Technical Support Policy

Scope of Support

Clients with an active engagement under a signed SOW are covered by this policy. Here's what falls within scope:

• Production environments.Odoo Enterprise instances that Octura implemented, migrated, or is contracted to maintain.
• Custom modules.Modules Octura built under a signed SOW, covering the version range the engagement specifies.
• Configuration.Tax codes, payroll setup, e-invoicing connectors, account structures, and workflows that Octura configured.
• Standard Odoo modules.Configured by Octura: bug triage, escalation to Odoo S.A., and workarounds delivered on a best-effort basis.

Definitions

• Incident.A deviation from documented behaviour that can be reproduced, opened by the Client through an authorized channel.
• First Response.A named senior consultant, not an automated ticket reply, acknowledges the Incident and confirms its severity, owner, and next step.
• Resolution Target.A best-effort estimate for restoring service or delivering a workaround, not a contractual deadline.
• Business Hours.Monday to Friday, 08:00 to 18:00 in the Client's primary time zone (declared in the SOW), excluding Wyoming and Quebec public holidays.
• Working Day.Any day that includes Business Hours. Weekend hours and public holidays don't count toward Business-Hours SLAs, P1 excepted.

Severity Levels

The Client assigns severity when a ticket opens, and the senior consultant confirms it at First Response. If there's a dispute, the Engagement Lead settles it.

• P1, Critical.The production system is unreachable; data corruption is affecting accounting integrity; a statutory submission (BAS, MTD VAT, STP, e-invoicing) is blocked at deadline; or a security incident has confirmed exposure.
• P2, High.A major function is impaired with no workaround available (order intake, invoicing, a payroll run); a non-statutory deadline is at risk; or performance has degraded materially for more than 50% of users.
• P3, Normal.A specific feature is impaired, though a workaround exists; an intermittent error affects a subset of users; or a report or dashboard shows incorrect figures without immediate compliance impact.
• P4, Low.Cosmetic issues, documentation requests, configuration questions, occasional how-to questions, or a feature-enhancement request that hasn't yet been scoped under a SOW.

Response & Resolution Targets

• First-response SLA.P1 gets a 1-hour target, 24/7 on a best-effort basis. P2 is 4 Business Hours. P3 is 1 Working Day. P4 is 3 Working Days.
• Resolution targets.P1 means continuous work until service is restored, with a status update at least every 60 minutes. P2 targets 1 Working Day. P3 targets 5 Working Days. P4 gets scheduled into the next maintenance window.
• Same architect, no ticket queue.Your support tickets stay with the same senior consultant who delivered your engagement; there is no Tier 1 / Tier 2 handoff.
• Best-effort, not a credit scheme.These targets are operational, not contractual remedies, and we don't offer service credits for a missed target unless a signed SOW explicitly says otherwise.

Hours of Coverage

• Standard hours.Business Hours follow the definition in §2.4, and the default 4-hour First-Response SLA runs on this clock. Clients in Pacific or Atlantic time zones can request extended coverage.
• P1 emergency.We accept P1 Incidents 24/7/365 through the emergency channel listed in §6, dispatching them to a senior consultant on a best-effort basis outside Business Hours.
• Bilingual.We deliver support natively in both English and French; tickets, calls, and documentation can run in whichever language the Client prefers.
• Holidays.We observe both Wyoming federal holidays and Quebec statutory holidays, and publish the holiday calendar each December for the year ahead, sharing it directly with Clients.

Support Channels

Any channel below can open a ticket, and all are treated equally, but only the emergency channel triggers 24/7 dispatch for P1 Incidents.

• Support portal.Our primary channel. Every ticket gets a unique ID, a named owner, and a full audit trail that the Client's authorized contacts can access.
• Email.support@octurasolutions.com; messages land as a portal ticket automatically on receipt.
• Dedicated chat.When the SOW includes it, we provision a private Slack or Microsoft Teams channel for quick questions and asynchronous status updates.
• P1 emergency line.We share a dedicated phone number with the Client's named technical contacts at engagement kickoff. If a P1 Incident comes through any other channel, we re-route it; calling the line directly is what starts the 1-hour clock.

Escalation Procedure

• Level 1, Lead architect.The default owner of every ticket. Escalation to Level 2 kicks in automatically if a P1 hasn't reached active triage within 1 hour, or a P2 within 4 Business Hours.
• Level 2, Engagement director.Reviews any escalated ticket, reassigns capacity, and reaches out to the Client's named technical lead, escalating further to Level 3 within 1 Working Day if the issue remains unresolved.
• Level 3, Managing partner.The final internal escalation point. Engages the Client's executive sponsor directly and authorizes whatever additional resources are needed, including outside expertise from Odoo S.A.

Out of Scope

This policy doesn't cover the items below; each gets quoted separately, either as a Change Order or a new SOW:

• Net-new features.Any functionality missing from the most recent FRD or SOW. We handle enhancement requests as scoped work rather than support tickets.
• Client-introduced data corruption.When manual SQL edits, third-party imports, or user actions outside the documented workflow cause an issue, we address it on a best-effort, billable basis.
• Third-party integrations not built by Partner.For integrations Octura didn't deliver, we act as a best-effort liaison with the third-party vendor, though primary support stays with them.
• Odoo S.A. core defects.We file defects in unmodified Odoo Enterprise core with Odoo S.A. and track them on the Client's behalf, though resolution timing follows Odoo S.A.'s own roadmap.
• Client infrastructure.Issues with local network, VPN, hardware, browser, or email deliverability fall outside our scope; we can offer diagnostic guidance, but nothing further.
• Force majeure.When an outage comes from a hosting provider, a certificate authority, a public-cloud incident, or another event beyond Partner's reasonable control, the SLA clock pauses for as long as the event lasts.

Maintenance, Updates & Backups

• Planned maintenance.Non-emergency maintenance is scheduled Saturdays 22:00 to 02:00 in the Client's primary time zone, with at least 5 Working Days written notice.
• Security patches.We may apply critical security patches, from Odoo S.A. or third parties, inside an emergency maintenance window, giving as much notice as conditions allow.
• Version upgrades.A major-version upgrade, Odoo 19 to 20 for example, gets scoped as its own engagement rather than folded into routine support.
• Backups.For Clients on Odoo.sh or Odoo Online, backups follow Odoo S.A.'s own policies. Self-hosted deployments instead have their backup frequency, retention, and restoration targets set out in the SOW.

Reporting, Reviews & Amendments

• Quarterly review.Every engagement gets a quarterly support-health review that covers ticket volume, adherence to response times, recurring issues, and recommended fixes.
• Policy amendments.We email Clients about any material change to this policy at least 30 days before it takes effect, and the Last Updated date at the top of this page always reflects the most recent revision.
• Precedence.If a signed SOW spells out different SLAs, response times, hours, channels, or maintenance windows, that SOW governs over this page for as long as the engagement lasts.

Looking for a copy of the latest support package or a list of escalation contacts?

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

support@octurasolutions.com