Official Odoo Silver Partner
Odoo Support Services
Odoo support is the ongoing help that keeps an Odoo system working: fixing bugs, looking after custom modules and integrations, keeping the system fast and up to date, and answering your users’ questions. OzonLayer’s certified Odoo consultants and developers provide that support as one team.
As an official Odoo Silver Partner, we support Odoo Community and Enterprise on Odoo Online, Odoo.sh or your own servers, for companies in the UK, Saudi Arabia and other markets.
Odoo 20
Support for the latest version
CE & EE
Community and Enterprise
Silver
Official Odoo partner
Scope
What we support
- Bug fixes and error messages
- Custom and third-party modules
- Slow screens and reports
- Failed integrations and syncs
- Updates and version upgrades
- User questions and training
Scope and priorities are agreed in writing before support starts.
What we cover
What Do Odoo Support Services Include?
Odoo support services keep your system working, fast and up to date, from urgent fixes to planned maintenance.
Fix
Bug fixes and technical support
Error messages, broken workflows, failed actions and server problems traced to their cause and fixed, with each fix tested before it reaches your live system.
Custom
Custom and third-party modules
Support for modules built by us, by another partner or by third parties, including the ones Odoo’s own support does not cover. See Odoo development services.
Speed
Performance
Slow screens, reports and scheduled jobs reviewed and tuned, from heavy custom code and large data volumes to under-sized servers.
Connect
Integrations
Failed syncs with online stores, payment providers, carriers and other systems diagnosed and repaired. See Odoo integration services.
Upgrade
Updates and upgrades
Updates applied and version upgrades planned with checks on your custom modules. Larger moves are handled by our Odoo migration team.
Users
User help and training
Answers to everyday “how do I…” questions, plus Odoo training so your team can use Odoo with confidence.
How we work
How Does Odoo Support Work?
Every request follows six steps, so fixes are tested before they reach your live system and you always know where things stand.
Issues that stop your team working are handled first. Support hours, channels and priorities are agreed in writing when support starts.
Ask about Odoo support →
01
Request and analysis
You report the issue by email, phone or WhatsApp. We check its impact, your Odoo version and the apps involved.
02
Priority agreed
We confirm with you how urgent it is, so problems that stop work are dealt with before smaller requests.
03
Diagnosis
We trace module errors, integration failures and performance problems to their root cause.
04
Fix and test
The fix is built and tested on a copy of your database, never directly on live data.
05
Release and confirm
We release the fix at an agreed time and check with your users that everything works.
06
Monitor and prevent
We explain the root cause, keep watching and recommend changes that stop the problem coming back.
Odoo and partner
What Does Odoo Enterprise Support Cover, and What Does a Partner Add?
An Odoo Enterprise subscription includes support from Odoo, but only for part of what most businesses need. From Odoo’s subscription agreement:
Source: the Odoo Enterprise Subscription Agreement, sections 2, 4.1, 4.5 and 4.6.
Included: bugs
Odoo works to fix bugs in the standard software, and in custom modules it covers, starting within 2 business days.
Included: standard features
Unlimited tickets for bugs and for guidance on using the standard features of Odoo.
Included: security
Security advisories for self-hosted systems, and security fixes applied for you on Odoo’s cloud platform.
Partner: custom modules
Custom modules are covered by Odoo only on Odoo Online or with a paid maintenance fee. A partner supports the rest.
Partner: development
Questions about development and customizations are outside Odoo’s support and need a separate agreement.
Partner: set-up issues
Failures caused by a defective installation or configuration do not count as bugs under the agreement.
Latest release
Supporting Odoo 20: What Should You Watch?
Odoo 20 was released in September 2026. It changes which versions Odoo still fixes, and some changes need checking on systems that are customized or connected.
- Covered versions: Odoo’s bug fixing covers the three most recent major versions, so with Odoo 20 out these are Odoo 18, 19 and 20;
- Access rights: record rules are removed in Odoo 20 and a domain is set on each access right, so custom security needs reviewing;
- Integrations: the XML-RPC and JSON-RPC API is deprecated, so older connectors should move to the JSON-2 API;
- AI features: all AI features now need credits bought through IAP;
- Changed apps: field service is now part of Planning, and records can be edited in offline mode.
Sources: the Odoo Enterprise Subscription Agreement, the official Odoo 20 release notes and the Odoo 20 developer documentation.
Odoo migration services →
Illustration. Covered versions come from the Odoo Enterprise Subscription Agreement; the changes from the Odoo 20 release notes.
Our approach
Support You Can See and Plan Around
Every request is tracked from report to release, so you always know what is being worked on and why.
In writing
Agreed scope and priorities
What is covered, how urgent issues are handled and how to reach us are agreed in writing before support starts.
Tested
Fixes tested on a copy
Every fix and update is tested on a copy of your database before it is released to your live system.
Root cause
Problems explained
With each fix we explain what caused the problem, so the same issue does not keep coming back.
One team
A team that knows your system
The same consultants and developers work on your account and learn your workflows, so answers come faster.
Switching partner
How Do We Take Over Support from Another Odoo Partner?
If your original implementer is no longer available or no longer the right fit, we take over through a structured handover.
Your database and code remain yours throughout. Want an independent review of your system first?
Odoo consulting services →01
Access and handover
We collect access details, documentation and any notes your previous partner can share.
02
Health check
We review your Odoo version, modules, custom code, integrations, hosting and backups.
03
Findings report
You receive a summary of risks, quick wins and recommended fixes, in order of priority.
04
Stabilization
Urgent issues are fixed first, then custom modules are documented so knowledge does not depend on one person.
05
Ongoing support
Once the system is stable, we move to regular maintenance and the improvements agreed with you.
Plans and cost
How Much Does Odoo Support Cost?
It depends on the size and complexity of your system. We review your set-up first and then propose the level of support that fits.
What affects the cost of Odoo support
- the number of users and companies;
- the Odoo apps and custom modules in use;
- the integrations to maintain;
- your hosting: Odoo Online, Odoo.sh or your own servers;
- how much monitoring and maintenance you want;
- the support hours and response arrangements you need.
With Odoo Enterprise, Odoo’s own support for standard features is part of your subscription; partner support covers the rest.
Request a support proposal →Choose the level of support you need
Support ranges from one-off help to a fully managed service:
- One-off fixes and advice: help with a specific bug, configuration change or question, without a long-term commitment;
- Ongoing maintenance: regular updates, small improvements and user help;
- Managed support: a team that monitors and maintains your system, including custom modules and integrations.
The scope and priorities of your support are agreed in writing at the start, so you know exactly what is covered.
Case studies
Businesses Running on Odoo with Our Team
Examples from different industries. See all case studies.
Retail
Custom workflows and integrations
How Match Perfumes runs customized inventory workflows and reports, with Odoo connected to Salla and Salesforce. Read the case study
Trading
ZATCA e-invoicing
How Industrial Steel Solutions moved from spreadsheets to Odoo Accounting with ZATCA Phase 2 e-invoicing. Read the case study
Restaurants
From manual tills
How Sweet & Salty replaced manual tills with Odoo POS, automated purchase requests and dashboards. Read the case study
IT services
Faster billing
How DPSIT linked timesheets and milestones to invoicing in Odoo and made billing 40% faster. Read the case study
Why OzonLayer
Why Choose OzonLayer for Odoo Support?
Facts you can check before you speak to us.
01
Official Odoo Silver Partner
OzonLayer IT Services is listed as a Silver Partner in the Odoo partner directory, with customer references published on our partner page.
02
Functional and technical in one team
Certified functional consultants and in-house developers, so configuration questions and code issues are handled by the same team.
03
Support after go-live
The team that implements or takes over your system stays with it, through fixes, updates and upgrades.
04
International delivery
Offices in London, Riyadh and Pakistan, with support for businesses in the UK, Saudi Arabia, the UAE and other markets.
Need a local team? See Odoo support in the UK, Saudi Arabia or the UAE.
Related services
Related Odoo Services
FAQs
Odoo Support: Frequently Asked Questions
Can’t find what you need? Our team replies to every enquiry with a straight answer on scope, timeline and budget.
Ask a support expert
What are Odoo support services?
Odoo support services keep an Odoo system working after go-live. They cover bug fixes, support for custom and third-party modules, performance tuning, integration repairs, updates and upgrades, and help for users with everyday questions.
What does Odoo Enterprise support include?
Under the Odoo Enterprise Subscription Agreement, customers can open unlimited tickets for bugs and for guidance on standard features. Odoo works to fix bugs in the standard software and in covered custom modules, starting within 2 business days, and provides security updates and an upgrade service.
What does Odoo Enterprise support not cover?
Questions about development and customizations are outside the subscription and need a separate agreement. Custom modules are only covered on Odoo Online or with a paid maintenance fee, and failures caused by a defective installation or configuration are not treated as bugs.
Do we need an Odoo partner if we have Odoo Enterprise?
Not always. Odoo's agreement lets you work with Odoo directly or with a partner as your main point of contact. A partner is useful when you have custom modules, integrations or configuration needs, which Odoo's own support does not fully cover.
Can you support custom and third-party modules?
Yes. We support modules built by us, by another partner or by third parties. We review the code first, document it, and then fix and maintain it as part of your support.
Can you take over support from another Odoo partner?
Yes. We start with a health check of your database, modules, integrations and hosting, send you a prioritized list of findings, fix urgent issues and then move to regular support.
Do you support Odoo Community?
Yes. Odoo's own support comes with an Odoo Enterprise subscription, so Odoo Community users rely on a partner or their own team. We support Community systems, including their custom modules and hosting.
Which Odoo versions do you support?
We support current and older versions of Odoo Community and Enterprise. Odoo's own bug fixing covers the three most recent major versions, currently Odoo 18, 19 and 20, so we recommend planning an upgrade for older systems.
How do support hours and response times work?
Support hours, channels and response priorities are agreed in writing when support starts. Issues that stop your team working are always handled before smaller requests.
How much does Odoo support cost?
Cost depends on the number of users and companies, the apps and custom modules in use, integrations, hosting, and how much monitoring and maintenance you need. We review your system first and then propose a plan.
Do you provide Odoo support remotely?
Yes. Most support is delivered remotely by email, phone, WhatsApp and screen sharing, for businesses in the UK, Saudi Arabia and other markets.
Official Odoo Silver Partner
Keep your Odoo running with a certified partner
Tell us which Odoo version and hosting you use, which custom modules and integrations you rely on, and what is not working. We will review your system and propose the support that fits.
Call UK +44 7477 204638 · KSA +966 50 544 6397 · Email info@ozonlayer.com
