Servicio Soporte
Funcional
El SLA de Soporte Funcional Odoo nivel 1: establece las métricas del servicio,
así como los compromisos y expectativas entre Git Advising y el cliente.
The following will be considered as
Level 1 Odoo Functional Support:
- Resolution of basic technical issues with the Odoo system.
- Solutions to errors that appear in the system and interrupt software usage.
- Resolution of access errors.
- Support for questions previously addressed during system training that need clarification or further explanation.
- User error support:
- Detect and reverse operational errors made by users.
- Clarify the correct process for operations to prevent the recurrence of errors.
Procedimiento:
Support will be provided through the submission of tickets on the Git-ERP support portal.
Support for Functional issues can also be followed up via mobile or WhatsApp, but prior registration of the request within the ticket portal is required. Therefore, to use the Odoo Functional Support Service, the client must have a valid user account on the web portal.
Scope of Level 1 Odoo Functional Support Service. Odoo level 1!
Servicio
- 2 hours for ticket attention and review.
- 8 hours for resolution, with urgent priority (when the system prevents business operations).
- 48 hours for resolution, with normal priority.
- Monday to Friday, from 9am to 5pm. Saturday, from 9am to 2pm.
Prioridad
- Normal, el tiempo de resolución de tickets catalogados como normales es de máxima 8 horas.
- Urgent: The resolution time for tickets classified as urgent is a maximum of 4 hours.
Respuesta
- Once the ticket has been responded to, the Consultant will provide a waiting period (client review) to receive a response or confirmation regarding the raised requests. The waiting time is 7 days from the las response. After this period, the ticket will be closed or canceled.
- Una vez cerrado el ticket o cancelado solamente se reabrirá por temas de garantía.
- If a similar situation to one presented in a closed or canceled ticket occurs again, a new ticket must be submitted.
Condiciones de Servicio
Términos de Servicio
- Duration: The number of hours contracted by IMEC is 2. In the event of a renewal, the agreed rates will be adjusted by the annual inflation increase for the most recent completed period, as published by INEGI.
- Unused hours are non-cumulative and will expire at the conclusion of the contract term.
- Should any guarantees or defects arise in the solution or development provided, which are not attributable to IDEÉ Legal in relation to a support ticket, the hours spent addressing such isses will not be inlcuded in the monthlu usage tally.
- If the hours utilized during the month exceed the contracted allocation, the excess will be billed in accordance with the established commercial terms and conditions.
Responsabilidad del consultor:
- Provide support during regular office hours 5x8.
- Realizar la previa capacitación a los usuarios funcionales.
- Grant access to manuals and functional information requests regarding system operations.
- Provide access to the Git Advising support portal.
- Monitor and respond to support requests submitted through the portal.
- If necessary, request additional information to facilitate or enable the resolution of the support request.
- Notify and confirm with the client once an issue has been resolved.
Responsabilidad del usuario:
- Complete training to operate the Odoo system.
- Submit a support request after attempting to resolve the issue using the provided manuals and documentation.
- Registrarse en el portal Git Advising por medio la liga enviada por el consultor.
- Submit the support request via the Git Advising ticket portal.
- Clearly and specifically describe the issue encountered.
- Attach all relevant background information, evidence, and any necessary details to ensure the consultant has the tools required to address the support request..
- Provide feedback on the ticket with any information or files requested by the consultant.
- Una vez resuelto el Soporte, es responsabilidad del cliente confirmar la resolución del ticket.
Restricciones:
- Resolution of inquiries related to adjustments or complex operations that require analysis time and testing.
- Operations not included within the initial project scope.
- Solicitudes de personalizaciones o desarrollos.
- Analysis, configuration, and reconfiguration of applications to address specific client needs not covered within the initial scope.
- Training for new users.