✏️ Maintenance and Support Agreements
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Maintenance and Support Alternatives

As you use more Odoo applications to run your business you will want to keep your system optimised and updated with the latest features and functionality.  

Odoo SA and the OCA Community are constantly (daily) releasing updates and security patches.

From January 2026 we offer 3 different Support agreements:

  • On Demand Support (charged per 30 min as incurred)
  • Unlimited "first line" Support Agreement
  • Odoo Maintenance Agreement

On Demand Support (all services)

Customers can request any service and will be charged hourly (at minimum 15 min per request). Alternatively you may purchase a prepaid Support Pack of 25, 50 or 100 hours. 

Prepaid Support packs are a great option for Customer that wants 100% control of costs.

Unlimited First Line Support Agreement

For a fixed monthly cost we offer a fixed price support agreement that allows any registered Odoo User to contact our First Line Support team. Unlimited First Line Support starts att 200 kr/user/month.

First Line Support can by coupled with Maintenance to provide your business with a comprehensive support package at a fixed monthly cost.

For more information please contact your Salesperson.

Odoo Maintenance Agreement

For a fixed monthly cost, the Maintenance Agreement simplifies the management and operation of your Odoo software. Your "custom code" is constantly maintained (patched) and upgraded to the latest available version without interruption to your daily business.  As a result you will be able to upgrade to the latest version quickly and efficiently.

What is included?

The primary work is related to the continuous maintenance of your custom code.

Code maintenance is the work of testing and changing code (specifically your modifications) to ensure they remain operational and compatible with

  1. Odoo patches as they are released and applied
  2. The new version as it is released

This means than when a security patch is applied to your system we take responsibility and ensure that your custom code is 100% compatible.

We are also ensuring that custom code and features will work in and together with the new version.  This means your upgrades will be both faster and require less work from you.

In addition we provide any support to resolve code bugs and errors that my arise in the Odoo Source.  This includes:

  • Support for bug fixes (your code and or via Odoo patches)
  • Installation of Odoo source patches (once each month)
  • Technical support to IT key user/s*

* Technical Support is defined as support to "IT key user(s)" in the form of advice or help related to the system operations (infrastructure) in current configuration and with the current settings (this support applies to Cloudworkz infrastructure and services) and is limited to:  

  • telephone access to a system technical advice (server availability, backups and related technical information)
  • analysis of program bugs and actions required to rectify code bugs and code errors 
  • registration of code errors and bugs to Odoo SA for support from Odoo
  • deployment of Odoo "source-code" patches and hot-fixes both to test and prod instances

Always charged separately as incurred

The following services are always charged separately. Contact your Sales representative for more information.

  • Business and IT Consulting Services 
  • Provision of resources and infrastructure (Cloud based or Hardware)
  • Support related to import/export of data, data cleaning and or data validation in production instances.
  • Implementation of new functionality, features, applications, interfaces and programs.
  • Additional services related to "pay for service" transactions (including but not limited to OCR, InExchange, AI transactions etc.)
  • Support for external applications (including mail services, print, other "non-Odoo" applications, interfaces etc)
  • Analysis of your process, data or use of the system where no code error is identified
  • Project management, implementation management
  • Training testing and support
  • Programming and development
  • Support for your business specific processes
  • Support related to database conversions required for testing and upgrades
  • Restore of backups