🛠️ What does support look like after the implementation of Odoo
Implementing an ERP system is just the first step. The true value for a business emerges when the system starts operating in a real environment: with live data, employees, and processes.
That’s why post-launch support for Odoo is a critically important phase that we plan even before the project starts.
In this article, we explain what support looks like in practice, what SLA is, where the line is drawn between support and development, and we answer common client questions.
🔧 What is included in post-launch support?
After Go-Live, the company receives "hyper-support" — active assistance for the client's team for 2–60 days (depending on the scale of the project). During this period, we:
🔍 We monitor key metrics to identify bottlenecks
💬 We respond to user inquiries (messengers, Helpdesk, email)
👤 We support the project coordinator on the client's side
🛠️ We quickly correct inaccuracies in settings, reports, and forms
📞 What does communication look like?
✅ All requests are recorded as tickets through Helpdesk
✅ Support channels are agreed upon with the client (Telegram, email, CRM)
✅ We set expected SLAs — for example, the first response within 2 hours during business hours
🧠 Навчання в реальних умовах
Even after the training sessions before the launch, the most questions arise in the first few days of work.
Therefore, we consider this period as the second wave of training, when users ask questions based on real examples:
- How to process a return?
- How to review a payment?
- How to find a client document?
📈 Post-launch optimization
In 1–2 weeks, we will evaluate together with the client:
✅ What works steadily
✅ Which processes need refinement
✅ Which modules are appropriate to add in the next iteration
Support is gradually transforming into a phased development of the system.
🔁 Support is not just about "fixing a mistake"
This also includes:
🔄 Adaptation to changes in legislation (e.g., new reports)
👥 Adding new users or roles
🔗 Connecting new services: banks, logistics, email platforms
🧩 Optimization tips based on our experience
📄 What is SLA and how is it formed?
SLA (Service Level Agreement) — is a mutually agreed-upon service level agreement. It defines:
- what services we provide
- the response times
- the responsibilities in case of a breach
📌 Main SLA parameters:
Parameter | Description |
⏱ Response Time | Critical requests — 1 hour, standard — 2–4 hours |
🛠 Time to resolve | It depends on the complexity, but it is discussed within the SLA |
⚠️ Priorities | High (unable to bill), Medium, Low |
🕒 Work Schedule | Usually Mon–Fri 09:00–18:00 (other times possible by arrangement) |
📬 Communication channels | Telegram, Helpdesk, email — everything is recorded |
🛠 How is SLA formed?
Individually, taking into account:
- The number of users
- The scale of functionality
- The criticality of processes
- The presence of an internal IT team
❓ What is included in support, and what is considered refinement?
Type of request | Relates to |
Add a new user | ✅ Support |
| Explain how to create an invoice | ✅ Support |
Change the button name/location | ⚠ It depends on the complexity |
Add new discount calculation logic | ❌ Refinement |
Create a new document | ❌ Refinement |
Install new module | ❌ Refinement (or maintenance) |
📚 FAQ — Frequently Asked Questions about Support
🔹 How quickly do I get a response?
It depends on the SLA, but usually — 1–2 hours during business hours.
🔹 We have a new employee — who will train them?
We provide ready-made instructions and videos. Additionally, there is the official knowledge base at Odoo.com.
🔹 Where should I report an error?
In the channel agreed upon with you: Helpdesk, Telegram, or another form. We will register a ticket.
🔹 I want a new button — is this support?
Small changes — possibly, yes. Large ones — this is a separate development.
🔹 Do you update modules?
Yes, upon request or within a separate maintenance package.
✅ Conclusion
Quality support after implementing Odoo means:
- not a “hotline for emergencies”
- but a constant dialogue between you and the integrator
- a path to improvement, adaptation, and growth of the system alongside the business
📩 Preparing for the implementation of Odoo?
Start with the right question: “What will support look like after launch?”
This way, you will save time, nerves — and get from the ERP what you truly need.