--- title: Поддръжка lang: en canonical: https://polimex.co/odoo-erp/services/support type: page generator: website_llm_pro/19.0.1.7.2 modified: '2026-08-03T18:35:09.941112' alternates: en: https://polimex.co/en/odoo-erp/services/support.md --- # Поддръжка Odoo services - Support # Odoo support - to keep your business running When the ERP system serves accounting, warehouse, and payroll, a delayed response is not an acceptable option. **Our support is provided by a team that knows your system** - in three options, tailored to the level of dependency on it. The terms are publicly disclosed, and the reporting is transparent. [Free consultation](#contact-form) Public general terms·Transparent reporting of hours·Local team ![Odoo support - to keep your business running](/web/image/website.polimex_line_support) ## Three options. Choose based on how much you rely on the system. ### Hourly package For sporadic needs Suitable after implementation, with rare need for assistance. [Request a quote](#contact-form) - Prepaid hours, valid for 12 months - Used upon request, with balance reporting at any time - Standard response time ### Monthly subscription For regular work with the system Suitable when Odoo drives your daily life. [Request a quote](#contact-form) - Fixed hours every month - Faster response than the hourly package - No commitment period - terminated 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 version of Odoo** The number of hours and prices are determined in a tailored quote - according to the size of your system. The full terms are public. [See the general terms](/en/terms.md) ## Clear boundary: what is support and what is a new project ###### "Included" - Bug fixing in implemented functionality - Response and assistance in incidents - Answers to user questions - "how to do..." - Minor adjustments: access rights, email templates - Advice and consultations on using the system ###### "Separate project" - New functionality, new modules, new integrations - Significant reconfiguration or new business processes - Data migration from external systems - Training (beyond answering questions) - Major version upgrade- **except in the Annual subscription, where it is included for free** Everything from the right column is priced in advance as a separate request - nothing is worked on and invoiced without your approval. ## You know what you are paying for. Always. ###### Rounding to 15 minutes No "started hour counts as a whole". A short task costs short. ###### Monthly report What has been worked on, for which request, how many hours. With a package of hours - balance available upon request at any time. ###### Warning before exceeding If the work will exceed your monthly volume by more than 2 hours, we request approval before proceeding. ## Odoo versions change. Your system should not become outdated. Odoo releases a new major version every year. Transitioning to it (major upgrade) is usually a separate project and is paid separately.**One major upgrade is included in the Annual subscription:** the core, standard modules, and customizations developed by us are upgraded to the new version, with 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 extraordinary budget every year.* ## Frequently asked questions What does "response time" mean? The moment our specialist takes the request and starts processing. The timeframe for full resolution depends on the complexity of the issue and is communicated immediately after taking it. Am I tied to a long-term contract? The hourly package has no binding period - the hours are valid for 12 months. The monthly subscription can be terminated with 30 days' notice. The annual one is for 12 months - in return, you receive the fastest response and the included upgrade. What happens if I don't use my hours? With the hourly package, the hours are valid for 12 months from payment. With subscriptions, unused hours in the month do not carry over - that's why the volume is chosen realistically, we help with the assessment. Do you support systems that you did not implement? Yes, after an audit of the condition. The audit honestly states the condition of the system and what volume of 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 each request has a status, responsible person, and history. You can see who did what and how much time has been reported. Where can I read the full terms? The general terms for support are public - no fine print, no surprises. [See more](/en/terms.md) ## Who fixes your Odoo when it stops on Friday afternoon? We offer support with a clear response time and a tailored volume of hours - for your modules and load. Call us [+359 2 920 8666](tel:+35929208666) Monday - Friday, 08:30 - 17:30 - Official Odoo partner - Public general terms - ISO 27001 ### Request a free consultation We will get back to you with a response within one business day. No obligation. Subject Sales Team Name \* Company \* Phone \* Email \* Are you already using Odoo?- select -YesNo, we are consideringWe 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.