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With our first-class support, you’re always front and centre

We have issues with issues. That’s why we deal with them as fast as possible for you. Even in the evening and on weekends, if you’re dealing with processes that are vital to your company. 360 ERP offers next-level Odoo support: your own squad of Odoo gurus sinks their teeth into your support ticket and comes up with the fix in no time, instead of ‘in 48 hours’.

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In just three steps you compose a customised support package. Starting with the choice for a support contract. How basic or heavy you make it is related to the number of users and the number of rules on custom-made code.

Basic

€0,- /month

Dedicated support team
Availability: 
Workdays 9am – 5pm CET
Hours invoiced at the standard fee

Light

€250,- /month

Dedicated support team
Availability: 
Workdays 8am – 5pm CET
Option of booking more hours against a reduced rate
Response times SLA
Proactive monitoring
Access to emergency telephone number
1-50 users
Aimed at projects that include: 0-5.000 lines customised code
Monthly contract

Medium

€500,- /month

Dedicated support team
Availability: 
Workdays 8am – 5pm CET
Option of booking more hours against a reduced rate
Response times SLA
Proactive monitoring
Access to emergency telephone number
1-100 users
Aimed at projects that include: 5.000-20.000 lines customised code
Monthly contract

Heavy

€750,- /month

Dedicated support team
Availability: 
Workdays 8am – 5pm CET
Option of booking more hours against a reduced rate
Response times SLA
Proactive monitoring
Access to emergency telephone number
1-250 users
Aimed at projects that include: 20.000-50.000 lines customised code
Monthly contract

Our support process

We like to keep things simple and swift. Have a look.

Request

You file your support request through our ticket system and receive confirmation. Your ticket is visible in your portal.

Triage

Our team determines the priority of the ticket and assesses whether your request is treated as a defect, support, or modification request (RFC).

Solution

Together with the person who reported the issue, we solve the ticket. In doing so we try to share as much knowledge as possible, for example by using screen recordings.

Evaluation

Together we periodically check the service on the addressed tickets.

Prioritising

All support requests are assigned a priority based on both the impact and the urgency of the request.


Response times and solution

Depending on the priority of the support request we strive for the following response times: 

Low

Within 3 workdays

Medium

Within 2 workdays

High

Within 8 hours 
(on workdays)

Critical

Within 10 minutes *

Actual resolution times depend on the type and priority of the request and are different for each request. For example, a critical defect receives immediate attention and is resolved as soon as possible, while a low-priority change request may be scheduled for a later date.

* Based on agreed availability and provided that it is reported through our emergency phone number.

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