Managed services: frequently asked questions
Questions and answers
What does the managed service include?
User support, maintenance including minor updates and bug fixes, configuration changes as the business changes, small developments, monitoring of integrations and scheduled actions, and training for new staff. Each request is logged with its resolution, and you receive a monthly summary of hours and outcomes.
What are your response times?
Response times are agreed in writing before the service begins and depend on the priority of the request and the service level you choose. Issues that stop the business are handled first, during working hours across the time zones we cover.
Can you support an Odoo system you did not implement?
Yes. Onboarding starts with a review of the configuration, custom modules, integrations and open issues, so that we know how the system was built before we take responsibility for it.
How do you handle upgrades under the managed service?
We keep custom code current with minor releases as part of maintenance, and we plan major version upgrades with you as a scoped project, usually every one to two years. Keeping current makes each upgrade smaller.
What happens to unused hours?
Unused hours in a monthly allowance can be carried into larger pieces of work within an agreed period, such as a new report, a new app or part of an upgrade.