Support and service levels
What you can expect from our ongoing management and support plans.
Response times
- Critical (Odoo is down or you cannot invoice, sell or ship): first response within 4 business hours, work continues until a workaround is in place
- High (an important function does not work): first response within 1 business day
- Normal (questions, small errors): first response within 2 business days
- Change requests: estimate within 3 business days
Response time is the time until a consultant starts working on your request. Resolution time depends on the issue and, where relevant, on Odoo S.A. or third parties.
Support hours and channels
- Monday to Friday, 09:00 to 18:00 Cyprus time
- Extended hours for US and Gulf clients by agreement
- Ticket by email or the client portal, phone and WhatsApp
- Named consultant who knows your system, plus a back-up
What is included
- User support and how-to questions
- Configuration changes and fixes to our custom code
- Odoo version updates and testing
- Monthly health check: performance, errors, backups and unused licences
- Quarterly review with improvement and cost-saving suggestions
What is billed separately
- New modules, integrations or major changes, quoted in advance
- Issues caused by third-party apps or changes made by others
- On-site visits (travel costs)
Escalation
If you are not satisfied with how a request is handled, write to the management of Nexus International Commerce at +972 50-467-7970 (phone and WhatsApp). We answer within one business day.
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Odoo® is a registered trademark of Odoo S.A. Nexus International Commerce is an independent Odoo service provider and is not affiliated with, endorsed by or sponsored by Odoo S.A.