--- title: Поддръжка lang: en canonical: https://polimex.co/odoo-erp/services/support type: page generator: website_llm_pro/19.0.1.8.1 modified: '2026-10-01T09:04:28.305423' alternates: en: https://polimex.co/en/odoo-erp/services/support.md --- # Поддръжка Odoo Services - Support # Odoo Support - So Your Business Doesn't Stop When an ERP system serves accounting, the warehouse and payroll, a delayed response is not an acceptable option. **Our support is provided by the team that knows your system** - in three options, matched to how dependent you are on it. The terms are publicly disclosed, and reporting is transparent. [Free Consultation](#contact-form) Public terms and conditions·Transparent time reporting·Local team ![Odoo Support - So Your Business Doesn't Stop](/web/image/website.polimex_photo_odoo_support) ## Three Options. Choose Based on How Much You Rely on the System. ### Hourly Package For occasional needs Suitable after implementation, with a rare need for help. [Request a quote](#contact-form) - Prepaid hours, valid for 12 months - Used per request, with a balance report at any time - Standard response time ### Monthly Subscription For regular work with the system Suitable when Odoo drives your day-to-day. [Request a quote](#contact-form) - Fixed hours every month - Faster response than the hourly package - No fixed term - cancellable with 30 days' notice ### Annual Subscription For critical systems Suitable when the system is the backbone of the business. [Request a quote](#contact-form) - Fixed hours every month, for 12 months - The shortest response times - **Free upgrade to the next Odoo version** The number of hours and the prices are set in a tailored quote - according to the size of your system. The full terms are public. [See the terms and conditions](/en/legal/support-terms.md) ## A Clear Boundary: What Is Support and What Is a New Project ###### "Included" - Fixing defects in the delivered functionality - Response and assistance for incidents - Answers to user questions - "how do I..." - Minor configuration: access permissions, email templates - Advice and consultations on using the system ###### "Separate project" - New functionality, new modules, new integrations - Substantial reconfiguration or new business processes - Data migration from external systems - Training (beyond answering questions) - A major version upgrade - **except in the Annual subscription, where it is included for free** Everything in the right-hand column is priced in advance as a separate request - nothing is worked on and invoiced without your approval. ## You know what you're paying for. Always. ###### Rounded to 15 minutes Not "a started hour counts as a full one". A short task costs little. ###### Monthly report What was worked on, under which request, how many hours. With an hourly package - the balance on request at any time. ###### A warning before exceeding If the work will exceed your monthly volume by more than 2 hours, we ask for approval before continuing. ## Odoo versions change. Your system should not go out of date. Odoo releases a new major version every year. Moving to it (a major upgrade) is usually a separate project and is paid for separately. **The Annual subscription includes one major upgrade:** the core, the standard modules and the customizations developed by us are moved to the new version, with the existing functionality working as before. *This is the difference between a "system that ages" and a "system that keeps up with the times" - without an extra budget every year.* ## Frequently Asked Questions What does "response time" mean? The moment at which one of our specialists takes over the request and begins processing it. The time for full resolution depends on the complexity of the problem and is communicated right after it is taken over. Am I tied to a long-term contract? The hourly package has no binding term - the hours are valid for 12 months. The monthly subscription is cancelled with 30 days' notice. The annual one is for 12 months - in return, you get the fastest response and the included upgrade. What happens if I don't use up my hours? With the hourly package, the hours are valid for 12 months from payment. With the subscriptions, unused hours in the month do not carry over - so the volume is chosen realistically, and we help with the estimate. Do you support systems that you did not implement? Yes, after an audit of their condition. The audit tells you honestly what state the system is in and how much support it will need. How do I submit a request and how do I track what happens with it? Through the agreed channel - a ticketing system in which every request has a status, an owner and a history. You see who did what and how much time was recorded. Where can I read the full terms? The general support terms are public - no fine print, no surprises. [Learn more](/en/legal/support-terms.md) ## Who fixes your Odoo when it stops on a Friday afternoon? We offer support with a clear response time and a tailored volume of hours - for your modules and workload. Call Us [+359 2 920 8666](tel:+35929208666) Monday - Friday, 08:30 - 17:30 - Official Odoo Partner - Public terms and conditions - ISO 27001 ### Request a support call We will get back to you within one business day. No obligation. Subject Sales Team Name \* Phone \* Email Company or Organization Do you already use Odoo?- select -YesNo, we are considering itWe are migrating from another system Number of Employees- select -1 - 1010 - 5050 - 250over 250 Briefly, what do you need [Request a support call](#) #### Thank you! We have received your request. We will contact you within one business day.