Functional Support
Service
The Level 1 Odoo Functional Support SLA defines the service metrics,
as well as the commitments and expectations between Git Advising and the client.
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.
Procedure:
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!
Service
- 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.
Priority
- Normal: The resolution time for tickets classified as normal is a maximum of 8 hours.
- Urgent: The resolution time for tickets classified as urgent is a maximum of 4 hours.
Answer
- 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.
- Once the ticket is closed or canceled, it will only be reopened for warranty-related issues.
- If a similar situation to one presented in a closed or canceled ticket occurs again, a new ticket must be submitted.
Terms of Service
Terms of Service
- Duration: The number of hours contracted 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.
- 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 issues will not be included in the monthly 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.
Consultant Responsibility:
- Provide support during regular office hours 5x8.
- Carry out prior training for functional users.
- 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.
User Responsibility:
- Complete training to operate the Odoo system.
- Submit a support request after attempting to resolve the issue using the provided manuals and documentation.
- Register on the Git Advising portal through the link sent by the consultant.
- 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.
- Once Support request is resolved, it is the customer's responsibility to confirm the resolution of the ticket.
Restrictions:
- Resolution of inquiries related to adjustments or complex operations that require analysis time and testing.
- Operations not included within the initial project scope.
- Requests for customizations or developments.
- Analysis, configuration, and reconfiguration of applications to address specific client needs not covered within the initial scope.
- Training for new users.