Support Policy

We provide free support for 60 days if a customer reports an issue through our support channels and recognizes that the problem arises due to our Odoo App. Please refer to the following terms and conditions carefully:

Availability Access Updates/Upgrades Excluded Support Items Refunds

Availability

Time

Support services are available from Sunday to Thursday during 9:00 – 16:00 (GMT+3). The support services are not provided outside working hours, weekends and public holidays of the Kingdom of the Bahrain.

Channels

Support services can be availed only through support channels. We use the “Microsoft Teams” platform to arrange our online support sessions if needed. You can create a support ticket via the following channels:

  • Dropping an email at odoo@open-inside.com

  • Submitting a ticket via the Odoo store itself

  • Submitting your request through the support form from the support tab in the application’s page on the Odoo Apps store

Wait time

We try to deliver quick support to all our customers. However, our support team may take 24 - 48 business hours to respond to the tickets.

Access

Credentials

If access to the client’s system is required, the customer should provide the access rights (Odoo Login Details and Server Access details) asked by the support team.

Full Access

Suppose access to the customer’s system is required. In that case, the customer should provide full access rights to Openinside of all the necessary systems and servers to analyze and resolve the support request.

Updates/Upgrades

Releases

Any application obtained for a version will automatically come with all minor updates for that version at no extra charge as long as the application is still accessible.

Upgrades

In the event that an application is purchased for a specific version, and the customer subsequently decides to upgrade to a higher version, the customer must repurchase the application for the new version.

Excluded Support Items

Installation

  1. Installation of the purchased application.

  2. Fixing faulty installation.

Configuration

  1. Configuration & Setup of the purchased application.

  2. Resolving misconfiguration issues.

Modification

  1. Modifying the app's existing features if they don’t match customers’ expectations/needs.

  2. Fixing issues/errors caused by the modification of our app that we do not do.

Server/Environment

  1. Fixing Server related issues.

  2. Fixing an issue that does not arise in the standard Odoo environment.

  3. Fixing any issues if your Odoo is not updated to the latest related version.

  4. Fixing issues that arise due to missing operating system libraries.

Refunds

Intervention

Based on the terms and conditions of the Odoo Apps store, you can request intervention from Odoo within 60 days of the purchase by submitting a ticket.