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Service Level Agreement

Ticket Management & Support Services

This Service Level Agreement (SLA) outlines the support process, service commitments, and responsibilities for customers who have purchased a support plan from OERP.

Introduction Support Ticket Channels Types of Tickets SLA Commitments per Support Plan Exceptions & Exclusions from SLA Timing Ticket Handling Process Customer Responsibilities OERP Responsibilities SLA Limitations SLA Review

Introduction

This Service Level Agreement (SLA) outlines the support process, service commitments, and responsibilities for customers who have purchased a support plan from OERP. The purpose of this SLA is to provide transparency regarding ticket handling procedures, service response expectations, and resolution guidelines.

The SLA applies to customers with Basic, Advanced, and Premium Support Plans. All tickets submitted through any channel enter the same support queue and follow the same SLA process described in this document.

Support Ticket Channels

Customers may submit support tickets through any of the following channels:

  • Dedicated Support Email - Personalized per customer
  • OERP Customer Portal - Self-service ticket submission

All tickets—regardless of channel—enter the same support queue and follow the same SLA process described below.

Types of Tickets

Tickets submitted by customers are classified into one of the following categories:

  • Issue: A malfunction, error, or unexpected behavior that prevents normal use of the system or disrupts operations.
  • Question: A simple inquiry or request for clarification.
  • New Request: A request for new features, enhancements, or changes (not covered by the support plan and treated as a separate service).

Important: SLA commitments apply only to "Issues".

SLA Commitments per Support Plan

Ticket Pickup Time (Initial Response Time)

The time between ticket submission and when an OERP agent assigns and begins analyzing the ticket.

Ticket Resolution Time

Depending on the support plan, the targeted duration for resolving the issue after pickup.

Important: Resolution time is calculated only for issues (not questions or new requests) and excludes the scenarios described in Section 4.

Exceptions & Exclusions from SLA Timing

The following types of issues fall outside of the standard SLA due to dependencies or factors beyond our direct control:

  • Performance Issues

    Diagnosing performance problems often requires multiple cycles of system profiling, log analysis, and slow query investigation. These steps can be time-consuming and may extend the resolution timeline.

  • Integrations

    Tickets involving third-party integrations may require waiting for external system responses, data replication, or actions from the third-party provider. In cases where the root cause lies outside our platform, resolution timelines are dependent on the external party.

  • Third-Party Modules

    Issues related to modules from the Odoo App Store or other external providers cannot always be resolved directly by our team. Such cases may require communication and coordination with the module's original developer, which may extend the time required to resolve the ticket.

  • Data Issues

    Requests involving data inconsistencies, accounting discrepancies, or stock valuation concerns require careful validation and review steps. These investigations can be complex and may impact the standard SLA timelines.

  • Customer Input / Missing Information

    If the required information is incomplete or pending from the customer, progress on the ticket may be delayed. SLA timelines do not apply during periods of waiting for customer responses or clarifications.

  • Odoo-Related Issues

    If the issue is identified as originating from Odoo's standard modules or core functionality, resolution is dependent on Odoo's support team. These cases fall outside our SLA as we cannot control their response or resolution time.

Ticket Handling Process

5.1 Investigation & Communication

  • The assigned agent analyzes the ticket.
  • If customer input is needed, the ticket is moved to "Pending Customer" stage and the SLA is paused.
    • Investigation continues once the required information is received.

5.2 Resolution & Customer Acceptance

Once a resolution is applied:

  • The ticket is moved to "UAT / Ready for Customer Validation" stage.
  • The customer has 3–5 business days to confirm or reopen.
    • If no action is taken, the system automatically closes the ticket and moves it to "Solved" stage.

Customer Responsibilities

To ensure SLA performance, customers agree to:

  1. Provide accurate and complete information when reporting issues.
  2. Respond to requests for clarification in a timely manner.
  3. Maintain access to their database, environment, and third-party systems as needed.
  4. Use the agreed-upon support channels.

OERP Responsibilities

OERP will:

  • Follow the SLA timelines based on the customer's respective support plan.
  • Keep customers informed during the ticket life cycle.
  • Provide clear explanations of resolutions.
  • Escalate issues to Odoo when necessary.

SLA Limitations

This SLA does not cover:

  • Custom development
  • Feature enhancements
  • Data migration
  • Training
  • Business consultancy
  • Issues caused by unmanaged third-party modules or infrastructure outside the OERP scope

These are considered separate billable services unless specified on the Maintenance Plan.

SLA Review

This SLA may be updated to improve service quality. Updated versions will be shared with customers as needed.