- Contact :Support Department
- E-mail :sales@erpixel.com
Every company that runs Odoo eventually needs support. New employees need training. Processes change and require new configuration. Bugs appear at the worst possible moment. Reports need to be adjusted. Questions come up that nobody on the internal team can answer quickly.
This is normal. Odoo is a powerful and flexible platform, and using it well over time requires ongoing access to people who understand it deeply. ERPixel provides dedicated Odoo support that gives your team a reliable, professional channel for exactly this kind of work — available six days a week, twelve hours a day.
What Odoo Support Actually Covers
Support is not just bug fixing. In practice, the requests we handle cover the full range of day-to-day needs that come with running Odoo in a real business environment.
We train new employees who join a team that already uses Odoo. We help experienced users resolve errors and unexpected system behavior. We add new functionality when the business grows or changes direction. We answer questions that would otherwise slow down an entire department while someone searches for the answer. We configure new reports, adjust existing workflows, and help teams get more out of the modules they already have.
For companies that use Odoo seriously, this kind of work never stops. The platform evolves, the business evolves, and the team evolves. Having a support partner means all of that change is handled smoothly instead of becoming a source of friction and delay.
How the Support Contract Works
Every client signs a support agreement before work begins. The contract is straightforward and designed to give clients predictability and value.
Each month, the client pays a fixed fee that covers access to the support service. Work is billed at a preferential hourly rate — significantly lower than our standard project rate — with a defined monthly hour limit and clear rules for how those hours can be used. Clients who need more hours in a given month can arrange additional capacity in advance.
This structure gives clients a guaranteed channel to professional Odoo specialists without the uncertainty of open-ended billing. They know what they are paying, they know what they are getting, and they know the people handling their requests understand their system.
We sign an SLA with every client. Response times, escalation procedures, and resolution targets are defined in writing. But in practice, what matters more than the SLA is our own standard. We treat every request with the same urgency regardless of contract size. A small client with a blocking issue gets the same attention as a large enterprise account. This is how we work, and it is why clients stay with us.
How Clients Reach Us
Clients send requests to a dedicated support email address connected directly to our HelpDesk system. Every request is logged, tracked, and assigned. Nothing falls through the cracks.
We monitor incoming requests continuously during support hours and respond as quickly as possible, including on weekends. For urgent issues — system errors that stop work, data problems that affect operations — we prioritize immediately. For smaller requests, we communicate clearly about timing so clients always know when to expect a response.
The HelpDesk system also gives clients visibility into the status of their requests. They can see what is being worked on, what has been resolved, and how their hours are being used.
What Our Support Clients Look Like
Our support clients range from large enterprises to small businesses that have been running Odoo for years. What they have in common is that they rely on Odoo for real business operations and need a partner they can count on when something needs attention.
One of our longest-running support relationships is with a large holding company that launched Odoo across multiple business units. We handle everything — license renewals, new feature development, configuration changes, and day-to-day questions from managers across the organization. After years of working together, we understand their processes as well as their own team does. When something needs to change, we already know the context.
Another client is a smaller business that has been on Odoo for several years. Their system runs reliably, and the monthly volume of requests is modest — a few customizations, an occasional question, training for a new hire. The value for them is not the volume of work but the certainty that when they need something, someone who knows their system will handle it quickly. Their new accountant always knows who to call.
A third client came to us after leaving another Odoo partner. The previous relationship had become a cycle of recurring bugs, slow responses, and growing frustration. They moved to ERPixel and the experience changed. We are genuinely grateful for clients like this — they remind us why the quality of support work matters.
Related Services
Support works best when it is part of a longer relationship with a partner who knows your Odoo environment well. Many of our support clients also work with us on related projects as their business grows and their Odoo usage evolves.
If your organization needs to upgrade from an older Odoo version, we provide Odoo Migration services that handle the full complexity of moving a live system to a current version. If you need to connect Odoo with other platforms — ecommerce, logistics, accounting tools, or custom APIs — we build and maintain those integrations. When new team members need to become productive in Odoo quickly, we run structured training sessions tailored to their roles. And when your business requires functionality that does not exist in standard Odoo, our development team builds it.
Start with a Conversation
If your company runs Odoo and you are handling support internally, relying on occasional freelancers, or working with a partner that is not meeting your expectations — it is worth talking to us.
We will ask about your current setup, understand what kind of support you typically need, and propose a contract structure that fits your actual usage. There is no obligation, and the conversation itself is usually useful.