User Support

Rapid Technical Troubleshooting: When technical glitches arise, swift resolution is key to minimizing business impact. This tier covers:

Diagnosing and Resolving Errors: Investigating and fixing system errors, unexpected behavior, or error messages (e.g., server errors like '500', module conflicts after updates, permission issues preventing actions).

Addressing Performance Bottlenecks: Identifying and addressing issues causing system slowness, such as slow-loading reports, unresponsive screens, or long transaction processing times, often involving initial log analysis.

Basic Infrastructure Issue Triage: Assisting with fundamental infrastructure problems directly impacting Odoo access or performance, such as basic connectivity issues or identifying potential server resource constraints (CPU, RAM, Disk) that might require escalation. Example: Quickly identifying that a recent custom module deployment is causing database locks leading to system slowdowns.

Optional Proactive System Monitoring: Prevention is better than cure. This advanced service provides continuous oversight of your Odoo environment's health

Continuous Health Checks: Regularly monitoring key system metrics like server resource utilization (CPU, RAM, disk I/O), database connection counts, application response times, and specific Odoo log files for warning signs or error patterns.

Preemptive Problem Identification: Analyzing trends and alerts to identify potential issues before they impact end-users or cause significant downtime.

Early Warning & Notification: Alerting your designated contacts or our technical team about potential problems, allowing for proactive intervention and scheduled maintenance rather than emergency fixes. Example: Detecting rapidly increasing disk usage and alerting the client to provision more space before it impacts system operation.

Flexible & Transparent Support Options: Choose the model that best fits your budget and support requirements

Prepaid Hour Blocks: Ideal for businesses with predictable, occasional support needs or for specific, defined tasks (e.g., assistance with a specific configuration). Offers budget control and flexibility.

Monthly Subscription Plans with SLAs: Provides ongoing peace of mind with predictable monthly costs and guaranteed service levels. Service Level Agreements (SLAs) clearly define key metrics such as:

Guaranteed Response Times: Defining how quickly we acknowledge your support request based on its priority (e.g., 1 hour for critical issues, 4 business hours for high priority).

Resolution Targets: Outlining target timeframes for resolving issues, depending on complexity and priority.

Support Hours Coverage: Specifying the business hours or extended periods during which support is available.

Tiered Options: Often available in Basic, Standard, and Premium tiers, offering varying levels of included support hours, faster response times, and potentially proactive monitoring services.

Accessible & Efficient Support Channels: We provide multiple ways to reach our support team, ensuring you get the help you need efficiently

Structured Ticketing System: The primary channel for logging non-critical issues, feature requests, or detailed queries. Ensures all requests are tracked, prioritized, assigned, and resolved with full visibility and history. Ideal for traceable issue management.

Dedicated Support Email: For less urgent inquiries, clarifications, or providing supplementary information related to an existing ticket.

Priority Phone Support (Based on Plan): Direct access via phone for critical, business-impacting issues requiring immediate attention, often included in premium support plans with faster response time guarantees.

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