Desarrollo y migración adicionales
Los planes de soporte de Odoo ERP no cubren los servicios adicionales de desarrollo y migración. Para saber más sobre estos servicios,
incluyendo los detalles de sus precios, póngase en contacto con nosotros aquí.
|Business Day||A weekday that is not a holiday. A business day is only counted for the business hours from 11:00 AM to 05:30 PM IST|
Reportable incidents are defined as any faults, issues, or failures of a software product in part or in full, and that can be reproduced and verified, unless they are
(a) caused by the use of the software product by the customer for purposes other than what they were explicitly intended for.
(b) caused by the use of the software product in contravention of the proper usage guidelines supplied with the product.
(c) not interfering with the functioning or use of the product.
(d) caused by the modification of the product by the customer or a third party in a way that is not covered under the product usage agreement.
(e) caused by the failure on part of the customer to install the updates, bug fixes,improvements, and other product modifications provided by Odoo in a timely manner.
|Error Correction||Any changes introduced by Odoo to the customer’s software product or services in order to restore its full functionality and features, as described in the Specifications provided with the product. These changes eliminate the negative effects of any issues, flaws, faults, or errors that are observed in the customer’s product.|
|Severity 1 Error||
This is the state of highest severity of an issue or problem faced by the customer, wherein the customer’s mission-critical systems like production server are down, and no immediate resolution is available and
(a) a significant amount of customer’s mission-critical data is under the threat of either being permanently lost or corrupted.
(b) customer’s products or services are suffering from a major downtime.
(c) customer’s security systems have been breached, and a significant amount of valuable or sensitive data is being accessed or stolen. Issues that are excluded from Severity 1 Error are
(1) client software issues or third-party software issues.
(2) software products that have not completed the UAT, such as demonstration systems. Also, when the customer fails to provide the appropriate resource to assist with fixing the issue, the issue will be downgraded from Severity 1 level.
|Severity 2 Error||
Severity 2 errors are characterized by
(a) the impairment of a major functionality or feature of a software product, while the product itself can continue to function, albeit in its impaired state, in a way that can significantly compromise the integrity of its long-term data.
(b) the non-availability of any permanent solution for the issue, while a temporary fix is available. Issues in client software or third-party products will not be treated as Severity 2 Error by Odoo.
|Severity 3 Error||It refers to an error that has only impaired a non-critical functionality in a software in such a way that the software can continue to operate and serve its intended purpose, while some component(s) may be impaired.|
|Severity 4 Error||Issues that are minor in nature, such as errors in documentation, general usage questions, cosmetic issues, and so on.|
|Response Time||It’s the time taken by Odoo to acknowledge the issue, assign a case reference number, and confirm the severity level of the issue.|
|Max hours of support||Odoo provides support for the maximum number of hours as featured in the support plan chosen by the customer. Any additional support is available as per the discretion of Odoo.|
Oferta de bonificación
¿Quieres soporte gratuito? Puede acceder a la amplia base de conocimientos y a la asistencia en vivo disponible en el foro de Odoo ERP. Odoo ERP Forum es una comunidad activa de desarrolladores, usuarios y entusiastas que publican problemas, comparten soluciones y ayudan a otros a tener éxito. Usted puede navegar a través de los mensajes más antiguos para encontrar soluciones efectivas a los fallos a los que se enfrenta. Adivina qué! El acceso al foro de Odoo ERP es gratuito para todos. Visite el Foro de Odoo ERP hoy mismo.