Terms and conditions of support

Note: Updated September 12, 2023

Terms and conditions of support

 The terms and conditions of support presented in this document are valid for Odoo Enterprise clients with installation in https://odoo.sh/ or Odoo Community with Arxi administration.

Any type of support in force presupposes, by default, charging for all requests and the respective time of the team allocated to them. Any possible exception is at the discretion of ARXI, the respective decision and treatment.


Modalities of support contracts

The client can benefit from three models of support contract: prepaid contract, postpaid contract, monthly contract.

A Modalidade contrato pré-pago tem as seguintes características:

  • Acquisition of a pack of hours, consumed as they are used, with a limit period of use of up to 12 months;
  • Advance payment of the acquired hour allowance is required;
  • When consuming all contracted hours, the customer will have to purchase a new hourly allowance or choose another option;
  • Support time consumption is recorded according to its use in minimum installments of 30 minutes.


The post-paid contract model has the following characteristics:

This type of support requires credit approval or activation of the direct debit model, by sending an email to [email protected]

  • Support time consumption is recorded according to its use in minimum installments of 30 minutes;
  • The invoice is issued monthly according to recorded consumption;
  • ​Support is suspended after 15 days of invoice expiration.


The monthly agreement model has the following characteristics:

This type of support requires credit approval or activation of the direct debit model, by sending an email to [email protected]

  • Monthly volume of hours pre-defined in the proposal;
    • If not consumed in full, it will not be carried over to the next month;
    • If exceeded, it is charged as overtime at the current list price;
  • Invoice issued monthly;
  • Failure to pay implies contract suspension;
  • Support is suspended 30 days after the invoice is due.



Inclusions to functional support

  • Customer support includes the following tasks:​
  • Clarification of doubts and functional support of the platform for authorized users;
  • Clarification of post-warranty doubts;
  • Support for data imports;
  • System configurations and parameters, allowed by Odoo (General settings and configurations);
  • Maintenance and support for customer-specific developments, which are not allocated to a maintenance contract;
  • Installation and configuration of Arxi modules and third-party applications.

​The following are expressly excluded from support services:

  • Hardware
  • Tailor-made developments
  • Trips
  • Functional and Technical Training
  • Demonstrations of new applications
  • Requirements analysis and survey of new needs
  • Platform integration
  • Database migration
  • Digital marketing campaigns
  • Webdesign
  • Process review
  • IoT Developments for Ind 4.0

✅​System Specifics, Bugs and Updates

Bug Definition

It is considered a "Bug" any failure of the Software or of an Extra Module under warranty (assigned and secured by the owner) that results in a complete blockage, error tracking or security breach and is not directly caused by a faulty installation or configuration.


Non-compliance (enterprise applications available on Odoo SA) with specifications or requirements will be considered a “Bug” at the discretion of Odoo SA (normally, when the Software does not produce the results or performance that it was designed to produce, or when a specific feature of the country does not meet legal accounting requirements).


Framework

ARXI, as an Odoo partner, defined the following premises for allocating requests within the scope of warranty due to the fact that they are determined as BUGs, also defining whether or not the time spent by the team is subject to being charged.

ODOO bugs and updates

For the enterprise version, errors reported and identified as an Odoo base error will be reported to Odoo SA, and await resolution by the Odoo SA technical team. The customer will not be charged for handling these errors if they are handled by the Odoo SA technical team. The customer has the possibility to open the order directly to odoo, through the support page at www.odoo.com/help


If the customer wants resolution by ARXI, it will be charged under the active support contract.


For the community version, bugs relating to it may be resolved by ARXI if the customer approves, with support deducted in accordance with the time spent for resolution.


Odoo, on its own initiative, updates the system regularly. These updates may impact customer custom development. To resolve errors arising from this reality, support is provided through an active support contract (charged according to the price in force)


ARXI ODOO Location Updates

The updates and errors reported, referring to the PT/AO Location, will be the responsibility of ARXI and will not be charged to the customer, as long as they were not generated by applications developed specifically for the customer.


The need for updates varies and depends on current legal requirements. Updates are communicated to customers via email, to the pre-defined contact in the system, and it is the customer's responsibility to ensure that the contact to be used is the most up-to-date, and may require configuration actions by the end user. In these cases, instructions are sent so that the customer can proceed independently.


If configuration support is required, it is provided under an active support contract.



✅​ Studio and Odoo.SH


Definition of customization

A directory of source code files, or a set of Python-based customizations created in a database (for example, with Odoo Studio), that add features or change the default behavior of the Software.


Accountability

It is the Customer's responsibility to check and validate the updated database in order to detect Bugs, analyze the impact of changes and new features implemented.


To ensure agile support for a database with development or customizations, a separate maintenance contract must be active. If it is not active, it may be covered by a pre/post paid technical support service, charged at the value of the technical service in force and will be charged in accordance with the contracted conditions.


If it is not clear whether a request is covered by this agreement, the decision is at Arxi's discretion.


In situations where changes are made to the odoo.sh Arxi is not responsible for them.



Service requests and registration

The support period and service availability: Weekdays from 9.00 to 13.00, from 14.00 to 18.00 (GMT). The client can contact support in four ways, by email (preferred option), by phone, by WhatsApp and through the client portal. Our contacts are

If there is a need for a technical support service that is not active, the functional support channel can be used. Registrations will be made proportionally so that the hourly rate to be considered respects the technical support value (around a 30% increase).

  • Phone: 300501987 (local call cost, set by your operator);
  • E-mail: [email protected]
  • Whatsapp: 915902442 (call cost set by your operator);
  • Customer portal: arxi.odoo.com


E-mail:

  • Expose as much information as possible, including the URL of the page where the error is occurring in Odoo
  • You can attach files, images
  • Channel available to the entire arxi team (unlike the telephone)
  • There is no need to put a CC in the email, one of our support team will follow up on your ticket.

Phone or WhatsApp:

  • In the case of activating telephone support, the incident will be recorded by the technician who responds and follows up on the request.

Portal:

  • Access our website, through our contacts - arxi.pt/contactos.
  • Fill in all fields.
  • Expose as much information as possible, including the URL of the page where the error is occurring in Odoo.

✅​ Support service records

  • Support service registration is counted in minimum periods of 30 minutes (1 unit)
  • When the support request has a functional solution and is not accepted by the customer, a proposal will be presented by the commercial department. If the proposed budget is not awarded, the time to present the functional solution will be charged in the support contract.
  • If travel is necessary, approval is made by the customer via email 3 working days in advance. The same will be charged according to the travel table.
  • When closing the ticket, the time taken to resolve it follows. The customer has 48 working hours to request clarification about the registration and its categorization.

✅​ Categorization and invoicing

  • It is ARXI's responsibility to categorize support requests received by the customer, and therefore decide to allocate the request to a functional and/or technical support contract, maintenance contract or warranty scope;
  • If the customer does not agree, the final decision is at the discretion of ARXI, billing for support records in accordance with the orders made;
  • If the customer does not report non-compliance within 48 hours, ARXI reserves the right not to respond to the request for clarification and rectification.



✅​ Suspension of service

Failure to pay in accordance with agreed conditions, or failure to comply with the premises stipulated herein is grounds for suspension of the contract.


Service level

Arxi is responsible to start the treatment of the occurrence within 24 hours (working), after the registration of the occurrence in the portal or response by the customer (phone or email).


Non-Priority Tickets → Resolution within 5 working days

Any cases that do not compromise functionality or immediate use:

  • aesthetic changes to templates and views that have no official impact on documents;
  • email signatures;
  • equipment configuration when alternatives exist;
  • updates and installations of software or hardware and network configurations of a non-urgent nature;
  • creation/configuration of non-urgent email accounts;
  • A follow-up email will be sent every 48 hours until resolution;
  • In situations where the SLA is not guaranteed, contact is made to clarify the reason for non-compliance and what actions are being taken to resolve it.



Low priority tickets → resolution within 3 working days

Minor bugs/errors that have execution alternatives:

  • • problems in software configuration;
  • • errors in software/apps that are not essential for the workflow
  • • errors in imports that are not of an urgent nature;
  • • configuration/creation of email accounts needed for the workflow (Odoo user account, login credentials, redirections, locks and password changes, etc.);
  • • requests for document configuration to proceed with validation
  • • a follow-up e-mail will be sent every 48 hours until resolution;
  • In situations where the SLA is not guaranteed, contact is made to clarify the reason for non-compliance and what actions are being taken to resolve it.


High priority tickets → resolution within 2 working days

Bugs/Errors that impede production:

  • • document printouts in Odoo for presentation to customers;
  • • problems/bugs in certification;
  • • partial or total access to Apps;
  • In situations where the SLA is not guaranteed, contact is made to clarify the reason for non-compliance and what actions are being taken to resolve it.


Urgent Tickets → Resolution within 4 working hours

Catastrophic access and failures:

  • • full access to Odoo;
  • • issuing/validating invoices;
  • • errors that leave no choice but to rollback to a previous backup;
  • • inoperable servers;
  • • In situations where it is not possible to guarantee the agreed SLA, a previous contact is made to explain the reason for the non-compliance and what actions are being taken for resolution.


Quick Resolution Tickets → Resolution within 4 working hours

  • • immediate response, easy resolution situations.

Payment conditions

The invoice must be paid according to the agreed payment terms. Please be advised that access to our services will be blocked if the invoice is not paid within approximately 60 days after the due date. We further inform you that after blocking our services, if the current account is still unpaid, access to the Odoo service will also be blocked, after 15 days of our blocking. All access will be unlocked upon receipt of the respective payments.

Suspension of service

Failure to provide payment as agreed is grounds for suspension of the contract.


[ Todas as exclusões serão reencaminhadas para o departamento comercial a fim de serem apresentadas propostas.