SUPPORT POLICY - odooproducts.com
odooproducts.com offers free support for a duration of 30 days if a customer reports an issue through our support system and if odooproducts.com recognizes that the issue is arising due to our Apps and packages. Please refer the following terms and conditions carefully:
Our support services can be availed from Monday to Friday during 11.00 - 18.00 IST. We do not provide support services outside our working hours and on weekends.
Our support services can be availed through Email, Skype and Phone.
We strive to provide quick support to all our customers. However, it may take 24 - 48 hours for our support team to respond to your issue.
2. Access Rights:
It is mandatory for the customer to provide the access rights asked by the support team. Generally, we require Odoo Login Details and Server Access details to solve issues.
It is mandatory for the customer to provide full access rights to odooproducts of all the systems and servers that are necessary to analyze and resolve the support request.
We do not provide support via TeamViewer or any similar screen sharing software.
Our Apps are compatible with mentioned versions Odoo Community & Odoo Enterprise.
If you use any of our apps that connects to a third-party service/app (marketplaces, eCommerce platforms, shipping carriers, payment gateways etc.) and you face an issue that results due to the third-party service/app, we will attempt to fix such issues only if feasible and under our paid support services.
If a third-party services updates their version/API and it affects the existing features of the app, we will:
Provide a free update but a time of our choice.
Provide paid support if you need it on urgent basis.
4. Updates & Upgrades:
If our app does not work for the latest sub-version of Odoo (e.g., 13.X), we will make the app compatible at no additional cost.
If you purchase our app for Odoo Version 12 and prior, we will provide you access to the version to 12 depending on their availability.
Starting version 13, every version of the app will be sold separately. Free Upgrades will not be provided.
5. Our Free Support Services do not include the following:
Installation of the purchased app
Configuration & Setup of the purchased app
Resolving miss-configuration issues
Fixing compatibility issues
Fixing faulty installation
Fixing issues arising due to Odoo’s bug/default behavior
Modifying existing features of the app if it doesn’t match your expectation/needs
Training on how to use the app
Fixing issues/errors caused by the modification of our app that is not done by us
Fixing Server related issues
Providing support when the cause of the issue is unknown
Fixing issue that does not arise in default Odoo environment
Fixing any issues if your Odoo is not updated to the latest sub-version
Fix issues that arises due to missing operating system libraries
All purchases are final. No refund will be provided under any circumstances.