Short answer: Odoo support is the service that keeps your system healthy after go-live: fixing errors, training users, upgrading versions and improving processes. Good support runs on a clear SLA, a ticketing system and an accountable team. Deep Vision, an Odoo Gold Partner in Tashkent, shows an 89% customer retention rate on its official odoo.com partner page.
Many companies assume the project ends on go-live day. In reality, that is when the system's real life begins: new employees join, tax rules change, the business grows and Odoo releases a new version. This article covers what to demand from Odoo support and how to check a provider's support quality before you sign.
What is Odoo support and what should it cover?
Odoo support is a contracted service that keeps the system running after go-live, answers user questions, fixes errors and develops the system as the business grows.
Complete support usually covers:
- "how do I...?" questions from users;
- fixing bugs and incorrect behaviour;
- small configuration changes (a new price list, a new warehouse, a new report);
- training new employees;
- monitoring the stability of integrations (Didox, Asl Belgisi, banks, telephony);
- planning and carrying out version upgrades;
- regular reviews and improvement proposals.
The contract should state clearly what is included and what is billed separately.
What is an SLA and what response times make sense?
An SLA (Service Level Agreement) defines types of requests, their priority levels, and the response and resolution times for each.
Support without an SLA means "we'll get back to you when we can". A good SLA defines at least:
- Priority levels: for example, the system is completely down; a core process (sales, shipping) is blocked; there is an inconvenience but work continues; a question or a wish.
- Response time: when you will know the request was received and who is handling it.
- Resolution or workaround time: when the problem will be fixed or a temporary solution offered.
- Support hours: which days and hours support is available, and whether there is a separate procedure for critical incidents.
- Reporting: how many requests there were in the month and whether the SLA was met.
The right numbers depend on your business. For a distributor shipping hundreds of orders a day, "the system is down" must be resolved within hours, while a small office can live with looser terms. The SLA should be signed as an annex to the contract and reviewed every year, because requirements change as the business grows.
Why does a ticketing system matter?
A Telegram message or a personal call to a developer is not support. Requests get lost, priorities get mixed up and nothing is recorded. A ticketing system:
- gives every request a number, an author, a date and a status;
- shows who is working on it and when it will be resolved;
- helps spot recurring problems;
- makes it possible to measure SLA performance.
Odoo has its own Helpdesk app, so many providers handle tickets directly inside Odoo. Whatever tool is used, the question is the same: can you see the history of your requests? If not, you cannot measure service quality, and in any dispute with the provider you are relying on memory alone.
Version upgrades: the most overlooked part of support
Odoo releases a new major version every year. Staying on an old version for too long hurts security and functionality, but upgrading also needs preparation. In the support contract, clarify:
- whether version upgrades are included or quoted as a separate project;
- who is responsible for adapting custom modules to the new version;
- whether the upgrade is tested on a copy of the database first;
- whether users are walked through the changes after the upgrade.
The less custom code you have, the cheaper and safer each upgrade is. That is why support quality cannot be separated from implementation quality.
Training and continuous improvement
Staff change and new branches open. If a new employee is not trained properly, they will work around the system and data quality will drop. Prosci's research shows that 88% of projects with excellent change management met or exceeded their objectives, compared with only 13% of those with poor change management. Training and support are how change management continues after go-live.
A good support provider holds regular reviews: which processes are still done by hand, which reports are missing, which Odoo features go unused. For new users, see our beginner's guide to Odoo.
How can you tell that support is not working?
These signs often point to a support problem:
- the same bug comes back every month and gets a "temporary" fix;
- you wait days for a reply and do not know who is handling the request;
- when the only developer goes on holiday, everything stops;
- when you ask about an upgrade, the answer is "let's not touch it for now";
- staff complain about the system and drift back to Excel;
- there is no monthly report, so it is unclear what you are paying for.
If two or three of these sound familiar, it is worth running an independent audit first and then renegotiating the support terms.
Self-check list for choosing a support provider
- Is there a written SLA with defined priority levels?
- Is there a ticketing system, and can you see its history?
- What hours does support cover, and is there a procedure for critical incidents?
- Are version upgrades included or quoted separately?
- Do you hold the source code and documentation of customizations?
- Is training for new employees part of the service?
- Do you get a monthly report?
- Is support delivered by Odoo-certified consultants?
- What is the provider's customer retention rate?
That last question tells you the most. The Odoo partner directory shows each partner's retention rate: if clients stay, they are satisfied with the service.
How Deep Vision delivers Odoo support
Deep Vision is an official Odoo Gold Partner. For the Gold tier, Odoo requires at least 80% customer retention. Our partner page shows 89%, along with 7 certified experts (v17–v19) and 20+ client references. Our largest client has more than 100 users, and the average is about 22.
Our approach:
- Support in Uzbek: our team produced Odoo's Uzbek translation, so we speak the same language and use the same terms as your staff (Odoo in Uzbek).
- Ready local modules: we maintain our own modules for Didox and Asl Belgisi and update them when the rules change.
- Industry understanding: our team includes experienced, senior specialists who know industries and finance, so we look at each request from a business angle, not only a technical one.
- Systems implemented by other teams: we start with an audit, then take the system into support.
More about us: why Deep Vision. To get a support proposal, send us a brief or read about our Odoo implementation service.
Frequently asked questions
If we have an Odoo Enterprise subscription, do we still need partner support?
The Odoo subscription covers the software itself (Community vs Enterprise). Help with your configuration, customizations, integrations and staff training usually comes from a partner.
How much does Odoo support cost?
It depends on the number of users, customizations, integrations and the response times you need. It is usually a monthly package or a block of prepaid hours.
Can an in-house developer replace partner support?
Partly. An internal specialist can handle daily questions, but version upgrades, complex accounting setups and integrations usually call for an experienced partner.
Can we move support to another partner?
Yes. You will need the database, administrator access, the source code of customizations and the documentation.
How do we measure support quality?
Through SLA performance, the number of requests per month and the trend in recurring issues. If requests are going down, the system is maturing.
Sources
Need dependable support for your live Odoo? Send us a brief or call +998 77 093 00 07.