Expertise · support
Odoo support and AMS: maintenance after go-live
Go-live is not the end of the project.
The first weeks bring up settings to fine-tune, questions and a few errors. ANOR's Odoo support, with its application maintenance service (Odoo AMS), turns them into improvements instead of workarounds. You are answered by the consultants who know your configuration, not by a generalist call centre.
The three levels of Odoo support and application maintenance
Corrective maintenance
Bug identified, ticket opened, fix prioritised. We distinguish what blocks production, handled urgently, from what is a nuisance without stopping it, which is scheduled.
Functional assistance
A flow that drifts, a setting to adjust, a new business rule: our consultants work directly in your Odoo.
Evolutive maintenance
Your processes change and so do your modules. We manage custom developments after go-live, versioned and documented.
What is included in support?
- User assistance.
- Fixing bugs in our developments.
- Monitoring of updates.
- A regular review meeting.
What is billed by time spent
- Enhancements and new configurations.
- Additional training.
- Developments.
It is written in the contract, so that no invoice comes as a surprise. Interventions are tracked and billed by time spent or under a support package.
How do we handle a ticket?
1
Ticket opening
You submit your request on the ticket portal, by email or by phone. It is tracked from the outset.
2
Acknowledgement
You receive an acknowledgement of receipt with an estimated priority.
3
Qualification
The assigned consultant gets back to you if needed to qualify the request precisely.
4
Handling and follow-up
You follow the ticket status, the time spent and the decisions taken, through to closure.
What response times do we commit to?
Short answer: response and resolution times are set in the contract, according to the support scope chosen. We do not display them on this page.
A service commitment is only worth something if it is written down and suited to your business. A company whose invoicing depends on Odoo every day does not have the same needs as one that uses it weekly. So we agree with you the priority attached to each type of incident.
Why a regular review meeting?
A ticket that comes back three times is no longer a ticket: it is a process to fix. The regular meeting is used to spot these cases, review open tickets, anticipate version upgrades and decide on useful enhancements. This is where support meets consulting: when a flow drifts, our consultants suggest a short process review rather than a pile of patches.
The scope is clear: we cover Odoo.sh, dedicated server hosting and Odoo Online. Network infrastructure or client workstation problems belong to other contacts, to whom we point you. For server operations, see Odoo managed services.
Why entrust your Odoo support to ANOR?
- Continuity: the consultant who answers you knows your configuration.
- Technical expertise: our consultants develop in Python on Odoo 17, 18, 19 and 20 and don't stop at clicking through the interface.
- Transparency: you can see the status of your tickets, the time spent and the decisions taken.
ANOR has maintained Odoo instances in production, backed by the combined experience of its partners, for SMEs and mid-caps in trading, retail, services and manufacturing. The same consultants who deploy a project can handle what follows, which saves you re-explaining your context with every request. For a database you did not deploy with us, everything starts with a free situation audit: the state of the configuration, the custom modules and the version.
Frequently asked questions about Odoo support
Yes, after a quick audit of the database. If the situation is more degraded, project rescue is the right starting point.
Consultants who know your configuration. There is no context handover with every ticket.
They are set in the contract, according to the support scope chosen.
Yes. Update monitoring is included and porting custom developments is costed within the upgrade project. On Odoo.sh, the platform requires a version supported by the vendor: we schedule the upgrade ahead of the deadline. On a dedicated server, the version remains usable without the vendor's security fixes, which leaves time to prepare the migration on a test database.
The contract distinguishes what is included (assistance, bugs in our developments, update monitoring, regular review) from what is billed by time spent.
Application maintenance entrusts an external provider with keeping your Odoo in working order: bug fixing, user assistance, small enhancements and version tracking. It differs from managed hosting, which covers the server and the infrastructure.
Support is contracted either as a monthly assistance package or by time spent, depending on your volume of requests and your incident priorities. The amount is set after the audit of your database, never from a simple user count.
Odoo is in production, but nobody is looking after it?
We also take over support for databases we didn't install, after a quick audit.