Support Policy
How to submit your support requests
Your support requests could be submitted to us either by:
- posting your requests/questions to our Q & A forums which is a community-driven forum monitored by our support team. Everyone can post questions and support requests to any category of the forums.
- sending your requests/questions to
. However, in order to get supported this way, you must be a customer who subscribes to an appropriate plan that offers email support. Otherwise, you may or may not get responses.
For pre-sale questions, everyone is welcome to send emails to our sales team at 
How to get the best support?
Are you informative?
Provide us in-depth details, steps to replicate the issue, and possibly a test account on your website for us to experience the issue first-hand.
Your chance of getting a solution:
-
Absolutely.
-
free of charge
Who doesn't love a customer who gives his or her best to get help from the best? You scratch our back, we scratch yours.
Bugs Attack
You have a sharp mind and a critical eye and you have encountered an error in our software. Time to flaunt your bug hunting skills, report to us now!
Your chance of getting a fix:
-
Immediately.
-
free of charge
Our developers will track them down and swat them with a fly bat. We take pride in our tools (and sanity) in solving issues in our software.
When customization breaks
You have had the views, models, fields, workflows or any other component of your Odoo instance customized/modified by a third party or yourself and broken things.
Your chance of getting support:
-
Always.
-
subjected to extra charges.
We suggest posting your issues to our Q & A forums to get help and support from the community for free of charge. Or, contacting our support to get fixed, which may be subjected to extra charges.
When other apps/modules break
Sometimes we get blamed for unfair reasons, e.g. when a 3rd party app/module breaks our software. This is not our fault, but it is okay, just let us know!
Your chance of getting help:
-
still very likely
-
subjected to extra charges.
We will swallow the bitter pill and help you identify the source of the problem. You should do your part by passing it on to the original author of the app/module.
Hey, I have a great idea!
We love new ideas and if you have a cool feature to suggest, we will definitely consider it for our future releases. Your problems are possibly at our own cost charge.
We will most likely take your idea and roll it in the future so please hold on to your horses. Sometimes we do the impossible, delivering your ideas within hours!
Minor customization
If it's just extra dressing on your salad bowl, consider it done! Tell us your exact requirements and we will quote you the total cost and time needed for the job.
Your chance of getting it your way:
-
always
-
subjected to extra charges.
We are picky on customization jobs because if it takes too much of our time, we will have to recommend our trusted outsourcers to do it for you.
Living a decade behind times
Are you still on IE9 and below? The web progress very rapidly, often we update our software to keep up to the pace.
Your chance of getting legacy fixes:
-
Sorry.
-
Take our advice - upgrade your browser now! You don't want to be called a dinosaur, do you? We are glad to assist you in such software upgrades should you need them.
Community forum
If you were unable to find the answer to your question, the community forum should help. Find and share solutions for users by users, moderated by the team.
Email Support
You may need to have a paid service with us to get support this way. If you don't have an appropriate one, you may not get answered!