Odoo support and continued development
Much of the value emerges after go-live. We give questions a clear response, investigate faults in a focused way and plan improvements without turning every request into a separate project.
A named contact
What support means to us
A support contract is only valuable when someone knows your environment, processes and previous decisions. We therefore work with a named contact and a short handover to a specialist when a question requires greater depth. You do not have to explain how sales, inventory, manufacturing or planning is configured every time you contact us.
We first assess the impact. Is there a genuine fault, is it a user question or has a new request arisen? This distinction prevents a brief explanation from being treated as custom work and prevents a structural problem from recurring for weeks as separate incidents.
Even when Linky Business did not perform the original implementation, we can take over the environment. We then start with a management review of settings, custom work, automations, documentation and open risks.
Clear expectations
Response time is not the same as resolution time
Response time indicates when someone will assess the report and communicate the next step. Resolution time depends on the cause, access, reproducibility and any dependencies on Odoo or an external supplier.
| Priority | Example | Response time | Follow-up |
|---|---|---|---|
| Critical | A core process is unavailable for multiple users | within 2 business hours | Immediate analysis and feedback on recovery or a temporary working method |
| High | An important process is impaired, but a workaround exists | within 4 business hours | Priority in the current support schedule |
| Normal | User question, minor error or correction | within 1 business day | Resolve, explain or plan |
| Improvement | New request without immediate business impact | within 2 business days | Add to the improvement list and prioritise together |
Scope boundary
What is and is not covered by support
Covered by support
- Investigating faults and unexpected errors
- User questions and brief explanations
- Small corrections within the existing configuration
- Advice about standard updates and changes
- Management of agreed automations and settings
As a separate improvement
- New functionality or additional apps
- New reports with a broader scope
- New connections to machines or external systems
- Process redesign and larger migrations
- Training new teams or complete retraining
We scope, estimate and schedule these topics separately so that the support budget remains transparent.
Shop-floor connectivity
Support for the gateway and nodes
The Linky gateway and additional nodes are supplied as part of the subscription. When a fault occurs, we first investigate remotely whether the cause lies in power, network, configuration, connected equipment or the Odoo side. This avoids unnecessary visits and shortens the time to a targeted action.
When a node is defective, we agree replacement and a safe service window. The machine and business data remain the client's property; the gateway and nodes remain part of the Linky Business service. New machines or additional nodes are expansions and are discussed separately.
Read more about the technical layer on the page machine connectivity.
After go-live
Continued development alongside management
Much of the value only emerges after employees have worked with Odoo for several months. It then becomes clear which information is genuinely missing, where a screen requires too many actions and which exception recurs structurally. We collect such requests, link them to the business objective and discuss which change creates enough value to build.
A periodic improvement plan keeps continued development coherent: stability first, then simplicity and finally automation. This keeps the environment understandable and custom work manageable across future Odoo versions.
Frequently asked questions
Practical agreements in advance
No. We can also take over an existing Odoo environment after assessing its configuration, custom work, documentation and unresolved issues.
No. Support covers management, faults, questions and agreed small corrections. New functionality, additional modules and new integrations are planned separately.
The gateway and nodes are covered by the subscription. We first investigate remotely what is happening and schedule replacement or a visit when necessary.
Yes. We distinguish between a brief usage question, a training need and a change request so that the right approach is selected.
We group non-urgent requests in a periodic improvement list, prioritise them with a process owner and plan them as manageable improvement steps.
Would you like one contact for management and improvement?
Describe your current environment, main bottlenecks and desired response level. We will prepare a support proposal that fits your use.