odoo support & Optimization

WYSIWYG Support

1. Choose a 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

10-20 
support hours

6 % Discount
  • Extra hours billed at normal rate
  • Adjust monthly
  • Unused hours have no expiry

20-50
support hours

9 % Discount
  • Extra hours billed at normal rate
  • Adjust monthly
  • Unused hours have no expiry

50-100
support hours

11 % Discount
  • Extra hours billed at normal rate
  • Adjust monthly
  • Unused hours have no expiry

3. add Additional services
Optional. Not available for free tier.

Migration service

5000 .00
+
1500 .00
* 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.

Impact
System wide

Affects entire business unit, department, location

Multiple users

Affects a number of users

Single user

Only affects a single person

Urgency
High

Can no longer perform primary work functions until resolved

Critical High High
Medium

Work functions impaired until resolved, workaround in place

Medium Medium Low
Low

Inconvenient until resolved

Low Low Low

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.