Support Policy - Odoo Apps
Emipro provides free support for a duration of 90 days if a customer reports an issue through our support ticket system and if Emipro recognizes that the issue is arising due to our Odoo App. Please refer the following terms and conditions carefully:
1.1 Our support services can be availed from Monday to Friday during 09.30 - 19.00 IST. We do not provide support services outside our working hours and on weekends.
1.2 Our support services can be availed only through our support ticket system that works on email communication. Free support will not be provided on Skype/Call or any similar medium.
1.3 We strive to provide quick support to all our customers. However, it may take 24 - 48 hours for our support team to respond to your ticket.
2. Access Rights
2.1 It is mandatory for the customer to provide the access rights asked by the support team. Generally, we require Odoo Login Details and Server Access details to attend your ticket.
2.2 It is mandatory for the customer to provide full access rights to Emipro of all the systems and servers that are necessary to analyze and resolve the support request.
2.3 We do not provide support via TeamViewer or any similar screen sharing software.
3.1 Our Odoo Apps are fully compatible with Odoo Community & Odoo Enterprise (on-premise).
3.2 Our Odoo Apps are compatible with Odoo.SH, however, if the SH platform imposes any restrictions on our apps that affects the functioning of our app, we are not liable to provide free support for such issues.
3.3 Our Odoo Apps are not compatible with Odoo Online (SaaS) as the Odoo Online platform does not allow installation of third-party applications.
3.4 If you use any of our app that connects to a third-party service/app (marketplaces, eCommerce platforms, shipping carriers, payment gateways etc.) and you face an issue that results due to the third-party service/app, we will attempt to fix such issues only if feasible and under our paid support services.
3.5 If a third-party services updates their version/API and it affects the existing features of the app, we will:
3.5.1 Provide a free update but a time of our choice
3.5.2 Provide paid support if you need it on urgent basis
3.6 If our app does not work for the latest sub-version of Odoo (e.g., 11.X), we will make the app compatible at no additional cost.
3.7 If you want to upgrade the app to a newer Odoo version (e.g., Odoo 12, 13), you can request us to do that. If and when we decide to upgrade the app for all customers, you will get a free upgrade.
4. Our Free Support Services do not include the following:
4.1 Installation of the purchased app
4.2 Configuration & Setup of the purchased app
4.3 Resolving misconfiguration issues
4.4 App Customization
4.5 Fixing compatibility issues
4.6 Fixing faulty installation
4.7 Fixing issues arising due to Odoo’s bug/default behavior
4.8 Modifying existing features of the app if it doesn’t match your expectation/needs
4.9 Training on how to use the app
4.10 Fixing issues/errors caused by the modification of our app that is not done by us
4.11 Fixing Server related issues
4.12 Providing support when the cause of the issue is unknown
4.13 Fixing issue that does not arise in default Odoo environment
4.14 Fixing any issues if your Odoo is not updated to the latest sub-version
4.15 Fix issues that arises due to missing operating system libraries
5.1 All purchases are final. No refund will be provided under any circumstances.