After Go-Live: What Support to Expect From Your Odoo Partner

Short answer: Good support after go-live has two stages. First, a hyper-care period of a few weeks with consultants close at hand through the first month-end close. Then an ongoing support agreement with clear channels, priorities and response times, covering bug fixes, user questions, small adjustments, monitoring and backups. Agree all of this before go-live, so the first problem does not become a negotiation.

Stage 1: hyper-care

Consultants on site or on immediate call for the first days.
Daily review of open issues with the project owner.
Close support through the first month-end close and the first VAT return.
Quick fixes to permissions, document layouts and missing data.

Stage 2: ongoing support

Critical: Example: System down, POS cannot sell, invoices cannot be issued — Typical target: Immediate response, work until resolved
High: Example: A key process blocked for a department — Typical target: Same business day
Normal: Example: An error with a workaround, a report issue — Typical target: Within a few business days
Request: Example: Questions, small changes, training — Typical target: Scheduled

The exact targets belong in your agreement; what matters is that they are written and measured.

What support should include

A single channel for tickets, so nothing gets lost in personal WhatsApp chats.
Bug fixes for delivered work.
Help for users and key users.
Monitoring of performance, scheduled jobs and integrations such as e-invoicing.
Backups and tested restore procedures, if the partner hosts the system.
Security updates and minor version updates.

What is usually separate

New features and modules (handled as change requests).
Major version upgrades (planned as a project).
New companies, branches or integrations.

Beyond fixing problems

The best support relationships include a regular review, for example quarterly: which issues keep repeating, which processes still run outside the system, and which improvements would save the most time. That is how a system keeps getting better instead of slowly drifting.

Frequently asked questions

Can our own IT team handle first-line support?

Yes. Many companies have key users or IT handle first-line questions, escalating to the partner when needed.

What if our current partner is unresponsive?

Because Odoo is open source, another partner can take over support. Secure access to your code, database and server first.

Is remote support enough?

For most issues, yes. On-site visits are useful for go-live, training and periodic reviews.

Get support you can count on

ExtraMile supports Odoo systems in Egypt and the Gulf, including systems implemented by other partners.

Ask about Odoo support or message us on WhatsApp: Egypt · Gulf

This article was drafted with AI assistance and reviewed and edited by the ExtraMile implementation team.