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Terms & Conditions – Odoo SOS Packages

Prepaid support for Odoo users

The Odoo SOS Packages are a fast and flexible solution through which Sostenia provides functional and technical support for Odoo users in a prepaid format, offering full predictability over costs and response times.

The packages include a number of hours (50 / 75 / 100 hours) that can be used for interventions, training, configurations, or optimizations, depending on the client’s needs.

1. What the Odoo SOS Packages Include

Hours can be used for:

1.1. User Support

  • Assistance with the use of the application
  • Functional configurations
  • Clarifications regarding operational processes
  • Best practice recommendations

1.2. Incident Management

  • Ticket intake and incident analysis
  • Issue reproduction and root-cause identification
  • Documentation and solution proposals
  • Solution implementation (when it does not involve major development)

1.3. Bug Handling

  • Labeling and categorizing system bugs
  • Investigating the cause
  • Implementing solutions when the issue is not caused by incorrect use or external configurations

1.4. Support for Application Updates

Functional and technical assistance during minor Odoo updates (does not include major version upgrades).

1.5. Minor Optimizations & Adjustments

  • Adjustments to flows or forms
  • Automation rules (where possible without new development)
  • Simple reports
  • Testing in a dedicated test environment

1.6. Training & Consultancy

  • Ad-hoc training sessions for users
  • Demonstrations and explanations of various functionalities

2. What Is NOT Included in the Odoo SOS Packages

These activities require a separate estimate and dedicated offer:

  • Implementation of new modules or new functionalities
  • Major Odoo version upgrades
  • Extensive software development
  • Integrations with third-party applications
  • Large-scale data migrations
  • Complete redesign of processes
  • Interventions outside standard support hours
  • On-site visits
  • Odoo licenses, subscriptions, or third-party services

3. How Support Is Delivered

3.1. Communication Channel

All requests must be submitted exclusively through the Sostenia support portal:

👉 https://www.sostenia.ro/help-desk

Requests sent through other channels (email, phone, WhatsApp, etc.) are not covered by SLA.

3.2. Duration of Requests

  • Minimum duration: 30 minutes​
  • Maximum duration: 4 hours
    Any activity requiring more than 4 hours is considered a Change Request and must be estimated before execution.

3.3. Minimum Billing Unit

30 minutes.

4. Working Hours & Availability

Support services are provided:

  • Monday – Friday
  • 08:30 – 17:00 (EET)
  • No interventions are performed on public holidays.

5. Priorities and Response Times (SLA)

Each ticket’s priority is determined based on the business impact.

  • P1 / Critical (system down, invoicing impossible, data loss): ​
    • response: 2–4 working hours
    • workaround: 1 working day
    • resolution: 2–5 working days
  • P2 / Major (key functionality affected, workaround available): ​
    • response: 1 working day
    • resolution: 5–10 working days
  • P3 / Minor (cosmetic bug / secondary functionality): ​
    • response: 2 working days
    • resolution: in the next planned sprint / release

Guaranteed SLA

  • 95% SLA compliance, calculated monthly.

6. Validity of Hours

  • Odoo SOS Packages are valid for 12 months from the invoice date.
  • Unused hours within this period are forfeited.
  • Hours cannot be carried over or refunded.
  • Validity extensions can be granted only through written agreement.

7. Financial Conditions

  • Packages are paid in full, in advance.
  • Services become active after payment confirmation.
  • Extra hours beyond the package are billed according to Sostenia’s standard rates.
  • One man-day is equivalent to 8 hours.

8. Responsibilities of the Parties

Sostenia agrees to:

  • Use qualified personnel
  • Handle requests according to their assigned priority
  • Provide accurate and documented solutions
  • Respect response times
  • Maintain confidentiality of all information

The Client agrees to:

  • Provide complete information regarding each request
  • Offer access to the systems necessary for interventions
  • Validate or test changes within a reasonable timeframe
  • Submit all requests exclusively through the official portal

9. Termination & Refunds

  • Prepaid packages are non-refundable.
  • In exceptional cases, unused hours may be converted into credit for other Sostenia services (only with written agreement).
  • Early termination is possible with mutual agreement between the parties.

10. Confidentiality & Data Protection

  • All processed information and data are confidential.
  • Sostenia implements technical and organizational measures to ensure data security.
  • Data is processed according to GDPR and used exclusively for the purpose of delivering the services included in the package.