Basic Support Subscription:
Service Description:
Technical Support: makemyday.biz BV provides technical assistance to address any issues or questions related to the Odoo software. This can include resolving software errors, troubleshooting technical problems, and assisting with basic configuration issues.
Email or Ticket-Based Support: You can submit support requests via email or our online ticketing system. General response time in the basic support contract is within 48 hours.
Access to the local Odoo Community and the Knowledge Base: Receive access to our makemyday.biz BV. knowledge base and documentation where you can find answers to common questions and learn how to use Odoo effectively. Also be included in the online Facebook Odoo Community where you can get access to other clients who work with the software.
Bug Fixes: Receive standard updates and bug fixes for your Odoo software to maintain its stability and security. Version upgrades not included.
Odoo License support: Receive support with questions related to your Odoo subscription.
Basic User Training: Basic training sessions or resources to help users get started with Odoo, navigate the system, and perform common tasks.
Limited Configuration Assistance: Assist with basic configuration tasks, such as setting up users, roles, and permissions.
General Consultation: Provide general advice and recommendations related to Odoo usage and best practices.
Response Time:
Response Time: The maximum expected response time for basic support inquiries is within 48 hours.
Support Hours: You can submit a ticket at any time of the day. Our team is providing response on workdays (Monday - Friday) from 9 AM - 5 PM.
1. Support Availability
Support Hours: Makemyday.biz will provide support during standard business hours, from 9:00 AM to 5:00 PM, Monday through Friday, excluding holidays observed by makemyday.biz BV.
2. Response Times
Initial Response: Makemyday.biz will respond to support requests submitted through the designated support channel (email or ticket system) within 48 hours.
3. Support Channels
Support Channels: Clients may submit support requests through email at support@makemyday.biz or via the online ticket system at https://www.makemyday.biz/helpdesk.
4. Support Coverage
Covered Issues: The basic support subscription covers assistance with general inquiries, basic troubleshooting, and assistance with standard Odoo features and functionality.
5. Exclusions
The basic support subscription does not cover the following:
Custom development or code modifications.
Major software customizations.
Advanced troubleshooting or in-depth technical investigations.
Data migration services beyond basic guidance.
On-site visits or phone support.
Priority support or 24/7 support.
Software Updates
7. Reporting Issues
Reporting Issues: Clients must report issues promptly and provide clear and detailed information to facilitate efficient troubleshooting.
8. Support Tickets
Support Tickets: Makemyday.biz will assign a unique ticket number to each support request for tracking and reference.
9. Escalation
Escalation: In the event that an issue cannot be resolved within the defined response time or requires escalation, Makemyday.biz will escalate the matter to the appropriate support personnel.
10. Client Responsibilities
Cooperation: Clients are responsible for cooperating with Makemyday.biz in the resolution of support issues, including providing necessary access, data, and information.
11. Term and Termination
Term: This SLA is effective for the duration of the basic support subscription.
Termination: Either party may terminate the basic support subscription in accordance with the terms of the underlying support contract.
12. Makemyday.biz's Commitment
Makemyday.biz is committed to providing timely and effective support within the parameters defined in this SLA. While Makemyday.biz will make reasonable efforts to meet response times and provide assistance, clients are encouraged to upgrade to a more advanced support level for more extensive support and faster response times.
1. Service Description
A general support subscription includes more extensive services compared to a basic support subscription. These services are designed to cater to your higher level of support needs and provide enhanced assistance with your Odoo software implementation.
2. Included Services
As mentioned in the support subscription.
3. Response Time
Initial Response: Makemyday.biz will respond to support requests submitted through the designated support channel (email, ticket system or phone) within 24 hours.
4. Support Hours
Support Hours: Our support hours are on weekdays (Monday - Friday) from 8:00 AM to 6:00 PM Curacao Time.
5. Support Channels
Support Channels: Clients may submit support requests through email at support@makemyday.biz or via the online ticket system at https://www.makemyday.biz/helpdesk. Or for urgent matters, submit your ticket by phone: +599 9 670 3989 (support hours only)
6. Exclusions
The medium support subscription does not cover the following:
Custom development or code modifications.
Major software customizations.
Priority support or 24/7 support.
Software Updates
7. Reporting Issues
Reporting Issues: Clients must report issues promptly and provide clear and detailed information to facilitate efficient troubleshooting.
8. Support Tickets
Support Tickets: Makemyday.biz will assign a unique ticket number to each support request for tracking and reference.
9. Escalation
Escalation: In the event that an issue cannot be resolved within the defined response time or requires escalation, Makemyday.biz will escalate the matter to the appropriate support personnel.
10. Client Responsibilities
Cooperation: Clients are responsible for cooperating with Makemyday.biz in the resolution of support issues, including providing necessary access, data, and information.
11. Term and Termination
Term: This SLA is effective for the duration of the basic support subscription.
Termination: Either party may terminate the basic support subscription in accordance with the terms of the underlying support contract.
12. Makemyday.biz's Commitment
Makemyday.biz is committed to providing timely and effective support within the parameters defined in this SLA. While Makemyday.biz will make reasonable efforts to meet response times and provide assistance, clients are encouraged to upgrade to a more advanced support level for more extensive support and faster response times.
1. Service Description
An advanced support subscription offers comprehensive services for clients who require a higher level of support and assistance with their Odoo software.
2. Included Services
As mentioned in the support subscription.
3. Response Time
Initial Response: Makemyday.biz will respond to support requests submitted through the designated support channel (email, ticket system, or phone) within 12 hours.
4. Support Hours
Support Hours: Our support hours are daily (Monday - Sunday) from 8:00 AM to 8:00 PM Curacao Time.
5. Support Channels
Support Channels: Clients may submit support requests through email at support@makemyday.biz or via the online ticket system at https://www.makemyday.biz/helpdesk. For urgent matters, support tickets can be submitted by phone at +599 9 670 3989 (support hours only).
6. Exclusions
The advanced support subscription covers a wide range of services but does not include the following:
- Priority support or 24/7 support. (Unless included in subscription)
- Software version updates and bug fixes are included but do not cover the development of custom features for the upgraded version.
7. Reporting Issues
Reporting Issues: Clients must report issues promptly and provide clear and detailed information to facilitate efficient troubleshooting.
8. Support Tickets
Support Tickets: Makemyday.biz will assign a unique ticket number to each support request for tracking and reference.
9. Escalation
Escalation: In the event that an issue cannot be resolved within the defined response time or requires escalation, Makemyday.biz will escalate the matter to the appropriate support personnel.
10. Client Responsibilities
Cooperation: Clients are responsible for cooperating with Makemyday.biz in the resolution of support issues, including providing necessary access, data, and information.
11. Term and Termination
- Term: This SLA is effective for the duration of the advanced support subscription.
- Termination: Either party may terminate the advanced support subscription in accordance with the terms of the underlying support contract.
12. Makemyday.biz's Commitment
Makemyday.biz is committed to providing timely and effective support within the parameters defined in this SLA. Our team will make every effort to meet response times and deliver comprehensive assistance to ensure the success of your Odoo implementation.