Support Rules

Support Rules

General Rules

• Support can be contacted between 9:00am and 5:00pm, you can contact them before/after but there is no guarantee they will reply directly.
• You can contact support only if the customer is already an Odoo client and has a pack where the team can fill in their timesheet.

Quick explanation

The goal of the support team is to provide a technical support to the Business Analysts. They answer questions regarding bugs (standard or custom), translations, studio, etc. They also explain technical terms in clients' requests.

The team is not here to replace other teams, so if your question can be handled by another team, they will redirect you.

What should NOT be asked to the Support team

• A development has been sent to the production branch and a bug was discovered: This must be told to the Maintenance team
• A client is not yet a customer: Contact the Presales team
• The bug originates from a fully standard module: Contact the Help team
• The client would like a training: Create a training task in the Saas Custo project
• The client wants to develop a custom module: Create a task in the Saas Custo project
• ...

What can be asked to the Support team

• You would like some help to import a dump in a DB
• You are confused about the processes
• You would like to create a new staging
• You face bugs with Studio
• The production branch is blocked and it must be resolved quickly
• You would like some help to understand a client's request
• ...