odoo support & Optimization
WYSIWYG Support
1. Choose a fitting contract type
basic
€0.00 / month
- Dedicated support team
- Availability:
Business days 09:00-17:00 CET - Hours billed at normal rate
Light
€250.00 / month
- Dedicated support team
- Availability:
Business days 08:00-17:00 CET - Possibility to reserve hours at discounted rates
- Response times SLA
- Proactive monitoring
- Dedicated emergency hotline
- 1-50 users
- For projects with:
0 - 5.000 lines of custom code - Monthly contract
medium
€500.00 / month
- Dedicated support team
- Availability:
Business days 08:00-17:00 CET - Possibility to reserve hours at discounted rates
- Response times SLA
- Proactive monitoring
- Dedicated emergency hotline
- 1-100 users
- For projects with:
5.000 - 20.000 lines of custom code - Monthly contract
heavy
€750.00 / month
- Dedicated support team
- Availability:
Business days 08:00-17:00 CET - Possibility to reserve hours at discounted rates
- Response times SLA
- Proactive monitoring
- Dedicated emergency hotline
- 1-250 users
- For projects with:
20.000 - 50.000 lines of custom code - Monthly contract
2. Reserve support hours
Optional. Not available for free tier.
0-10
support hours
4 % Discount
- Extra hours billed at normal rate
- Adjust monthly
- Unused hours have no expiry
- RFC > 8 hours are not considered support
10-20
support hours
6 % Discount
- Extra hours billed at normal rate
- Adjust monthly
- Unused hours have no expiry
- RFC > 8 hours are not considered support
20-50
support hours
9 % Discount
- Extra hours billed at normal rate
- Adjust monthly
- Unused hours have no expiry
- RFC > 8 hours are not considered support
50-100
support hours
11 % Discount
- Extra hours billed at normal rate
- Adjust monthly
- Unused hours have no expiry
- RFC > 8 hours are not considered support
3. add Additional services
Optional. Not available for free tier.
Migration service
€5000 .00
+
€1500 .00
per 1.000 lines of custom code
- Full migration
- Every year or every two years
- Terms apply
Extended
availability
€1000 .00 / month
- Availability:
Business days 7:00 - 23:00 CET - Applies to critical issues only
non-business 365 days availability
€1500 .00 / month
- Availability:
Weekends and public holidays 08:00-17:00 CET
(7:00-23:00 CET if combined with Extended Availability) - Applies to critical issues only
365 + Extended
€2000 .00 / month
- Combines both packages
Our Support Process
Submission
You submit your support request via our ticketing system. You will receive a confirmation and the ticket will be visible in your portal.
Triage
Our team will determine ticket priority, and whether your request is treated as a defect, support, or a change request.
Resolution
Working with the reporter, we resolve the ticket. In doing so, we try to share as much knowledge as possible, for example, by using video recordings.
EVALUATION
Together with you, we periodically evaluate the service on the tickets handled.
Prioritization
All support requests are assigned a priority. This is based on both the impact and urgency of your request.
Response & Resolution times
We strive for the following response times, depending on the priority of the support request.
Low
Within
3 business days
Medium
Within
2 business days
High
Within
8 business hours
Critical
Within
10 minutes*
* Based on contracted availability and if reported through our emergency phone number
The actual resolution times will depend on the type and priority of the request and are different for each request. For instance, a critical defect will receive immediate attention and be resolved as fast as possible, while a low priority change request can be planned for a later date.
Migration service
TECHNICAL MIGRATION
MIGRATION DATABASE
Migration of the database using Odoo migration scripts and our own 360 cleaning and optimization script.
CODE MIGRATION
Code migration of your customizations to the new version.
EXTERNAL CODE MIGRATION
Code migration of external (community) modules that are no longer available for the new version.*
* For migration of unavailable community modules, we apply a maximum of four hours of labor per module. If a module is not available for the new Odoo version, we will consult with you to see if we can apply a suitable functional alternative or other module.
STANDARDIZATION
FUNCTIONAL ANALYSIS
Functional analysis of modules and customisation to standardise as much as possible.
Standardization
Standardisation customisation and external modules.
NEW FUNCTIONALITIES
Functional analysis and advice on newly available functionalities.
become a customer
EXPLORATORY PHASE
If you haven't joined the 360 ERP family yet, don't worry! We'll gladly assess your environment for configuration and customisation. Let's get to know each other and see if our cultures click.
MIGRATION AND TRANSFER
If needed, we can work together on a migration project to bring your environment up to the 360 standard. In most cases, we can smoothly transfer the system within a single day.
Start Support
At 360 ERP, we create a dedicated helpdesk team just for you!
Working closely with you, we'll identify key users who will receive their own personalized portal account within the 360 ERP system.
Rest assured, we are committed to providing top-notch support and ensuring the utmost quality of your Odoo environment.
evaluate & improve
Make it a habit to regularly discuss and evaluate services with a friendly approach. Keep evolving and improving your processes to stay ahead and create a positive impact.