Welcome on board

Table of content
1. Your first steps
2. Your database
3. Your customer portal
4. Your subscription
5. Your points of contact
6. The Support team
7. Your Quickstart consultant
8. The Upgrade team

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Your first steps
Congratulations! You subscribed to Odoo Enterprise and now you benefit from all
the services included in your licence:

● Access to the Software. Odoo Enterprise gives you access to a set of modules
that are only accessible if you subscribed to the Odoo Enterprise licence
agreement.

● Bug Fixing Service. Odoo Sa commits making all reasonable efforts to remedy
any bug of the software on the covered version (*).

● Security Updates Service. We commit sending a “security advisory” for any

security bug that is discovered in the covered versions of the software (*). This
excludes the extra modules (customization that adds features or changes the
standard behaviour of the software).

● Upgrade Services. You can submit an upgrade request in order to convert your
database of the software from any version of the software to a more recent
covered version (*)

● Cloud hosting Services. You can decide to use Odoo on our cloud platform
(Odoo Online or Odoo.sh) or to host it yourself (on-premise).

● Support Services. You may open an unlimited number of support tickets free
of charge, exclusively for any questions regarding bugs or guidance with
respect to the standard features of Odoo.

(*) Covered versions: the 3 most recently released major versions

How to start using Odoo?

As a customer, you are free to decide if you want to implement Odoo by yourself or if
you want us to guide through the implementation of Odoo. As a software publisher
we have a skilled team of dedicated consultants who are at your disposal to guide
you as best as possible. You will find more information about this in the section “Your
Quickstart Consultant”.

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If you implement Odoo by yourself

Once your contract is signed, you can start using Odoo. Here are the steps to follow
to do so:

1. Create your database on www.odoo.com/trial and select the apps you have on
your contract or connect to your existing database on www.odoo.com > My
Account > My Databases.
You might have already created one. If this is the case, you can either create a
new “clean” database or keep the existing one.
2. Select “Register your subscription” and put your Subscription Number
(starting with a “M”). You will find more information in the section “Your
Database”.
3. Start configuring your database and import your datas. You can find some
documentation online on www.odoo.com/slides

If you requested the help of Odoo for the implementation (through a Success Pack)

1. Within 5 to 10 working days after the payment of the success pack and the
licence is received, a consultant will be assigned to your project.
2. After an internal discussion has taken place between your Account Manager
and the consultant, the consultant will reach out to you for a first discussion.
3. To prepare for this discussion, please read the Odoo methodology.
4. If needed, the consultant will create the database with you and install your
Odoo apps.
5. The implementation of the project can start. To have more information on this,
please read the “Your Quickstart Consultant” section.

Business Advisor’s Follow-up

The Business Advisor who helped you choose Odoo will follow your project’s
implementation for the 9 first months by coming back to you on a regular basis in
order to make sure that your Odoo implementation is moving smoothly. We really
suggest you having frequent discussions with your Business Advisor in order to
escalate your questions/ feedback or concerns.

After 9 months, your project will be assigned to a Customer Success Manager. This
person is specialized in the long-term follow-up and will take the lead for the next
steps of your project (post-production, future potential phases, upgrade to a newer

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version, etc...).

Support

In case of general questions related to a bug or standard feature of Odoo, you have
access to our support team through this link. You will find more information in the
section “The Support Team”.

Odoo Experience

Every year around the end of September/early October, Odoo unveils its new version.
In order to present this new version with its new functionalities and modules to our
clients/partners and the whole Odoo community, we organize the Odoo Experience.

The Odoo Experience is a Free 3 days event. It is a unique opportunity to meet all
members of the Odoo community. Speakers from all around the world will join Odoo
Experience to give inspiring presentations on a range of topics such as
Developments, Functional Capabilities, Business Development, Benefits of
Partnerships and Odoo On-Boarding. It'a a unique experience we really suggest you
attend.

More information: Odoo Experience

Trailer: https://www.youtube.com/watch?v=MVIEbz2H9b0

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Your database
How can you link your database to your contract?
Every contract can be linked to one and only one database.
Once your subscription has been confirmed, you will receive by email a subscription
code starting with the letter “M”. You can input this code into the warning message
that appears on a test database to link that database to your contract.

If you wish to link another database to your contract, you will need first to unlink the
previous one. You can unlink the database on your customer portal or you can
contact your Business Advisor / Customer Success Manager.

How can I download Odoo (if I am hosted on local servers)?

To download the local version of Odoo, you need to go to
https://www.odoo.com/page/download, log in with the account you used to purchase
the solution, and you will have the option to download the enterprise version for the
OS of your choice. Remember that in order to be able to download the enterprise
version on a local server, you need to have at least a yearly active subscription.

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There is an error message on my database. What does it mean?
If you have a warning message on top of your database, it is most likely that you have
more users or applications installed on your database than what was signed on the
contract. In order to avoid the closing of your database , the situation needs to be
solved as soon as possible. You can generate the quotation by clicking on the link
that appears on the warning, or you can check the state of your subscription in your
portal. In case of question or doubt, you should always contact your Business Advisor
/ Customer Success Manager.

How can I test an application?

You can duplicate your database in order to test any application for a period of 15
days without impacting your main production database. To duplicate your database ,
you need to:

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 1) Cloud databases (Saas): You need to go into your Odoo portal, go to “My
databases” and then you have to click the little wheel next to the database
name, and click on “Duplicate”

2) Cloud Databases (Odoo.sh): You can create a new staging or a development

branch in order to test the new application or a flow.
3) Local server: You can duplicate your database by accessing the database
manager.

How can I remove an application or user from the database?

To remove an application from the database, you need to access the module “Apps”,
find the module that you want to remove and then click on the 3 little dots on the
top right corner and select the uninstall option.

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Warning : Make sure you first test what you are about to do on a duplicate of your
database before making any changes (especially installing/uninstalling apps).

To remove a user, you have to go into the settings of the database, user & companies
→ users, select the user that you want to take off the database and select either
archive or delete. We do suggest to archive rather than delete as if you delete, you
will lose track of all the actions made by the user.

Warning: Always contact your Business Advisor / Customer Success Manager when
uninstalling a user, in order to be sure that the change has been adopted to your Odoo
subscription. It will not be done automatically.

8
Your customer portal
What is the purpose of your customer portal ?

The goal of your customer portal is to gather all the information related to your Odoo
project. It includes :
- information about your database;
- your Odoo Enterprise subscription(s);
- the support tickets you submitted;
- the quotations, orders and invoices linked to your use of Odoo and content of
your subscription(s);
- the status of your Success Pack (consultancy hours pack, if any) and the
timesheets of your consultant;
- and so on…

To summarize : it gathers all the information we have internally about your Odoo
project.

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Where and how can I access my Odoo customer portal ?

There are two differents ways to access your portal :

1) Go on www.odoo.com/my > sign in > use the same credentials than the ones
to access your database > you are signed in your Odoo portal;

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 2) From the home screen of your Odoo database, click on your name > my
Odoo.com account > sign in with the same credentials than the ones to access
your database > you are signed in your Odoo portal

By default, you will arrive on the database management page but you have access to
the more information by clicking on your name > my account.

Who has access to my customer portal ?

By default, only the admin user has access to the entire portal.
People being followers on an invoice, quotation, salesorder, support ticket,... have
access to these documents only.

If you want to give access to another person, your Business Advisor / Customer
Success Manager can easily do it.

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What can I do from my database management page ?

● This is where you can duplicate your database if it is hosted on the Saas/cloud
(unlimited and free process). Duplicating means creating a copy of your
production database on which you can do every kind of tests you want during
15 days (adding users and/or modules, removing users and/or modules,
changing the configurations,...). You will find more information here.

● If you are hosted on Odoo Online, this is also where you will request the
upgrade of your database from one version you are to a newer one (more
information in the section “The Upgrade Team”).

● If you create test databases from the Odoo website, all these databases will be
gathered in this part of your customer portal.

● This is also from there that you will be able to modify the domain of your
database if needed : How to configure your domain name

● You can also download a back-up of your database through this part of the
portal (“Download”). It will download a ZIP file separated in different files.

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How can I change the payment method of my Odoo subscription ?

If you have a monthly Odoo subscription, you have to link a credit card to your
subscription in order to allow the automatic monthly payments every month to be
processed (on the same day each month).
It can happen that you have to change this credit card (because it expired, it has
been stolen,...).

You can register another credit card to your subscription through your customer
portal. To do so, when signed in your portal > click on subscriptions (cfr screenshot
above) > click on the subscription you need to update > change payment method
(on the left).

N.B : in order to register another credit card, Odoo needs to register a first payment.
Therefore, you will only be able to proceed if the status of your subscription is “To
Renew” (to be discussed with your Business Advisor / Customer Success Manager if
needed).

Odoo customer portal : written documentation

https://www.odoo.com/documentation/user/14.0/portal/my_odoo_portal.html#id1

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Your subscription
How does it work (to renew, to upsell, …)?
We offer different possibilities in terms of subscriptions duration:
- Monthly
- 1 year
- 2 years
- 3 years
- 4 years
- 5 years

The day you sign and accept the sales order provided by your account manager, it
will be the beginning of the billing cycle.

Monthly Subscriptions
All monthly subscriptions must be linked to a credit card, from which Odoo will
retrieve the automatic payment on the due date, thus, it will renew automatically.
This is the only payment method possible.

Should you need to add an extra user/module to your database, it will be reflected in
your next invoice.

In case of deletion of a user/module, please contact your Business Advisor /

Customer Success Manager to make the proper changes before the next renewal
date in order to avoid extra charges.

Yearly/multi-years subscriptions
If you have a yearly/multi-year subscription, you will be contacted 3 months before
your contract reaches its end date. Your Customer Success Manager will explain to
you the different options available and check with you the most suitable renewal
possibility. Your preferred renewal quotation will have to be validated on the expiry
date at the latest, it is not automatic.

Should you need to add an extra user/module to your database, you can install it
directly from your dashboard. Your Business Advisor / Customer Success Manager
will then send you a prorated quotation (from the day you add the user/module, until
the next renewal date). You only pay for the period you use it for!
This quotation must be validated within 30 days in order to avoid the blocking of the
database access.

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How can I adapt my subscription by increasing the amount of users and
apps ?

You can create an extra user directly from your Settings.

For any application you can also install it from the Apps Module

Needless to say, you can always contact your Business Advisor / Customer Success
Manager in case you have any questions about it.

What happens when I add a user or an app?

You will see a warning banner displayed on your database home screen saying that
your database will expire in 30 days. Your Business Advisor / Customer Success
Manager will send you the quotation that must be validated within that period.
In case you created/added it by mistake, just remove/archive and the warning banner
will disappear in the next ping (database update= 1x/week).

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When should I renew my subscription?

● Your subscription is renewed automatically every month if you have a monthly

contract. If an error happens while charging your credit card, Odoo will send
you an email and inform you. Feel free to reach your Business Advisor /
Customer Success Manager if needed at that time.

● If you have a yearly/multi-year subscription, you will be contacted 3 months

before your contract reaches its end date. Your Customer Success Manager
will explain to you the different options available and check with you the most
suitable renewal possibility. Your preferred renewal quotation will have to be
validated on the expiry date at the latest, it is not automatic.

Can I change the periodicity of my subscription?

We have several types of subscription available, allowing you to change the
periodicity according to your needs:

Monthly: The most flexible but the most expensive contract. The monthly
subscription is mostly used during the beginning of the software usage. From one
month to another, you can easily adapt your scope, add users or apps according to
your implementation status. It's the most flexible subscription regarding the pricing
as every month, you will receive an invoice and be charged on a credit card with the
exact content installed on your database.

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Yearly: Once your implementation is on the right track and your licences well
defined, the objective is to keep using the software for a while and not to start again
testing and evaluating another solution in a few months. It's the right time to drop
the costly monthly charges and benefits from better pricing: 20% cheaper, you'll
invest in a yearly contract and won't have to manage recurring monthly invoices.

2-3-5 Years: Do you have a long term view with Odoo? Why not optimize your
finances?! The multi-year subscriptions offer extra discounts. Going for a multi-year
subscription is not only having discounts and lower prices, it's about “securing” them:
Your prices are secured within the duration of your contract. If Odoo increases it's
prices during the duration, you won't be impacted. A maximum 7%/year increase can
be applied if, at your renewal date, the official prices are higher than the ones you
had when signing your contract. By going on a 5 Years contract, you then have the
lowest prices and avoid 4 potential increases.

Reach out to you Business Advisor / Customer Success Manager to talk about it.

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Your points of Contacts
Timeline

● From day 1 to 9 months old, your person of contact is the Business Advisor.
His/her role is to make you discover Odoo and ensure an efficient start with
your project.

● From 9 months old, your Odoo subscription is internally transferred to another

person of contact who is the Customer Success Manager. His/her role is to
ensure you use the best & most out of Odoo through the years depending on
your needs and evolution of your business/activities.

What are the topics handled by your Customer Success Manager ?

1) Commercial topics

- In case of a monthly subscription, as the invoicing is automatic, no manual renewal

needs to be discussed. However, you could of course discuss the possibility to change
the periodicity of your contract or potential issues with your payment or anything
else included in your license.

- In case of a yearly/multi-year subscription, your Customer Success Manager is the

person with whom you will speak about the renewal of your contract and the
different possibilities you can go for.

- If you want to add a user or a module to your database, you will have to add it to
your contract (unless you have a monthly subscription). The Customer Success
Manager is the person in charge of this.

- If you think you could need help through consultancy services, the Customer
Success Manager is the person to discuss this subject with.

- The Customer Success Manager is there to share with you the new functionality of
Odoo that can fit with your company’s needs. Therefore, he/she will proactively
propose what more Odoo can do for you.

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 2) Functional aspects/demonstrations

- If you think another module could be interesting to add to your database, the role
of your Customer Success Manager is to qualify your needs and understand how
Odoo could answer them. Therefore, you can schedule a dedicated demonstration of
one (or several) modules in order to see what can be covered by these applications
based on your business.

Their role is to guide you with the standard use/features of Odoo (but not to
implement/configure the modules - cfr Quickstart section below).

3) Support role

- Depending on the questions and/or issues, Customer Success Managers will

sometimes be directly able to help you (standard functional questions or blocking
points).
- In case of deeper/more complex questions/issues/technical bugs/, the advice is to
reach the support team : creating a ticket through www.odoo.com/help (more
information in “The Support Team” section).

4) Upgrades

- Your Customer Success Manager is able to guide you through the upgrade process.
However, they are not the technical persons in charge of doing it. They can help you
to coordinate the exchanges between you and the upgrade team (cfr Upgrade
section below).
They are the right person to speak about new versions of Odoo and about new
features that might be interesting or useful for you. It is often useful to request a
demonstration of the last version released.

5) Success Packs

- If you have a Success Pack (consultancy services with an Odoo consultant), the role
of the Customer Success Manager is to follow the work of the consultant & the
implementation. He/she will coordinate with your consultant in order to make the
project evolve smoothly.
- If you want to discuss commercial topics related to your Success Pack, the
Customer Success Manager is the right person to do so (not the consultant).

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The Support Team
Where to find help?

Users who have a valid Odoo Enterprise subscription may always contact our support
team through our support form, no matter the hosting type you have chosen (Odoo
Online, Odoo.sh or on your own server).

Please include in your request:

● your subscription number (M…..)

● the URL of your database if your database is hosted by Odoo (Odoo Online or

Odoo.sh)

Our agents will get back to you as soon as possible.

Please consider notifying your Business Advisor / Customer Success Manager on

your issue, maybe (s)he will be able to help you and/or provide you with a follow-up of
your ticket.

How to reach the support?

● Our support team can be contacted through our online support form
(www.odoo.com/help) or by phone (emergency)
● Video : Ticket introduction

How to create a good ticket ?

● For general questions, it is always better to provide as many details as possible

in order to give you the most accurate answer.

● In case of issues or bugs identified, we suggest recording your screen in order

to show the full flow/process that leads to the error. Keep in mind that our
support team doesn’t know your database. By giving this recording and a

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 proper explanation, they will be able to assist you in the best possible way.

● Some tools such as screencastify (to make a video of your issue) or

awesomescreenshot (to make a screenshot) may be helpful for you.

● Our support team can also be reached by phone but the best is still to firstly
introduce a ticket (they will require a ticket reference number before
discussing by phone).

What is covered by the support?

https://www.odoo.com/documentation/user/14.0/support/what_can_i_expect.html

- 5 days a week

Your Odoo Online subscription includes unlimited 24hr support at no extra cost,
Monday to Friday. Our teams are located around the world to ensure you have
support, no matter your location. Your support representative could be contacting
you from San Francisco, Belgium, or India.

If you want to reach a particular hotline location, please consider regular office hours
for the timezone selected.

Please note we mainly do support in English. At your request, support in French,

Spanish and Dutsh is also possible.

- What kind of support is included?

● Providing you with relevant material (guidelines, product documentation,

etc…)
● Answers to issues that you may encounter in your standard Odoo database
(eg. “I can not close my Point of Sale” or “I can not find my sales KPIs?”)
● Questions related to your account, subscription, or billing
● Bug resolution (blocking issues or unexpected behaviour not due to
misconfiguration or customization)

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 ● Issues that might occur in a test database after upgrading to a newer version

Odoo Support does not make changes to your production database without your
agreement. They give you the material and knowledge to do it yourself! So it’s
important to come back to them when they provide you with an answer to confirm
that the issue/problem is solved.

What versions are covered by the Support ?

- The last 3 Major Versions

● Odoo provides support and bug fixing for the 3 last major versions of Odoo.
● Users hosted on Odoo Online may use intermediary versions (sometimes
called SaaS versions) that are supported as well. These versions are not
published for Odoo.sh or On-Premise installations.
● All our customers can submit a manual request to upgrade their database
(more details below). We often suggest to our clients to upgrade their
database every 2 versions.

- Why only the last 3 versions?

As you may know, Odoo is evolving very fast, developing a new version every year. As
a company, we adapt ourselves, our way of working and our technical knowledge to
the new possibilities offered by the latest version. We want you to evolve with us and
enjoy the newest features that can boost your business flow (Supported Versions).

- What happens if I am using a non-covered version?

If your database is on a non-covered version, our support team & consultants will not
be able to answer your request, unless you are in an upgrade process to a covered
version.

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What kind of support is not included?

● Questions that require us to understand your business processes in order to

help you implement your database
● Training on how to use our software (we will direct you to our many resources)
● Import of documents into your database
● Guidance on which configurations to apply on an application or on the
database
● How to set up configuration models (Examples include: Inventory Routes,
Payment Terms, Warehouses, etc)
● Any intervention on your own servers/deployments of Odoo
● Any intervention on your own third party account (Ingenico, Authorize, UPS,
etc)
● Questions or issues related to specific developments or customization done
either by Odoo or a third party (this is specific only to your database or
involving code)

You can get this type of support with a Success Pack. With a pack, one of our
consultants will analyze the way your business runs and tell you how you can get the
most out of your Odoo Database. We will handle all configurations and coach you on
how to use Odoo.

What is not included

How is the Support Team organized?

We have 3 support teams located in Belgium, San Francisco and India. All tickets are
first managed by the functional support team, whose goal is to qualify the issue and
try to provide a first solution.

In case of technical issues or potential bugs, your ticket is transferred to the technical
support team. Based on the first feedback from the functional team, they will
investigate deeper and provide the right fix to your database.

When can I expect my ticket to be solved?

Odoo SA commits making all reasonable efforts to remedy any Bug of the Software
and Covered Extra Modules submitted by the Customer through the appropriate

23
channel (typically, the web form or phone numbers listed on odoo.com/help, or when
working with an Odoo Partner, the channel provided by the partner), and to start
handling such submissions within 2 business days.

I was informed that my support ticket is now handled by the Technical Support.
What does it mean?

If the technical support needs to take care of your ticket, a further investigation is
required to solve your issue. The response time will depend on the existing backlog
and the nature of the issue you are facing.

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Your Quickstart Consultant

As you know, Odoo also proposes implementation services to help you configure the
software. As a publisher, our vision is long-term, so what we’re expecting is to have
you using Odoo for a long-term.

The last 15 years of experience in the software industry have taught us a lot about the
different factors that make the difference between success and failure of an
implementation.

From that experience, we wrote a ‘Quickstart Methodology” that we use when

managing the implementation of our customers.

What is the Quickstart Methodology?

The Quickstart Methodology is the methodology used in the implementations by

our consultants through a Success Pack to ensure the highest success rate possible
for our clients no matter the sector, industry or scope to be implemented.
The purpose of the QuickStart methodology is also to ensure quick ownership of the
tool for the end users.

You can find a summary of the basics of the quick start methodology on this link :
Basics of Quickstart Methodology

The following points are important :

1. The SPoC (Single Point of Contact) and the Consultant : Within the context
of your project, it is highly recommended to designate and maintain on both
sides (your side and ours) one and only single person of contact who will take
charge and responsibilities regarding the project. He/She also has to have the
authority in terms of decision making. The Odoo consultant is not the only
person who will work on the project, the SPoC also needs to be involved. They
need to have free time to spend on the implementation , both during and in

25
 between the meetings in order to test and validate the flows as well as
training the employees in the usage of the solution.

2. Scope & Phasing: To make sure all the stakeholders involved are always
aligned, it is necessary to define phases and to make the project scope evolve
as long as the project implementation is pursuing. For that reason we need:

a. A clear definition of the initial project scope: A clear definition of the

initial needs is crucial to ensure the project is running smoothly.

b. Phasing the project: Favoring an implementation in several coherent

phases allowing regular production releases and an evolving takeover
of Odoo by the end users have demonstrated its effectiveness over
time. The phasing of the project will be done in joint agreement with
the client.

3. Customizations and Development: Odoo is a software known for its flexibility

and its important evolution capacity. However, a significant amount of
development contradicts a fast and sustainable implementation. This is the
reason why it is recommended to:

a. Develop only for a good reason: The decision to develop must always be
taken when the cost-benefit ratio is positive (saving time on a daily
basis, etc.). It is generally accepted that the closer the solution is to the
standard, the lighter and more fluid the upgrade process will be and
the lower the maintenance costs for both parties will be as well.

b. Replace, without replicate: The decision to change the management

software has been made. In this context, the moment of the
implementation is THE right moment to accept and even be a change
initiator both in terms of how the software will be used but also on the

26
 reassessment of the already existing business processes of the
company.

I want to put my project on hold. What should I do?

If for any reason you have to put the project on hold for a long period, the first thing
you need to do is to tell it to your account manager and your consultant. Based on
this discussion, your project can be put on hold, meaning that the consultant
doesn’t book time in his/her agenda for your project anymore and that you can
contact the support on odoo.com/help if you have questions/issues.

This practice is not recommended for the well-being of the project. It might lead to a
long implementation process, time loss due to explanation of concepts seen before,
etc.

I want to restart my project. How to proceed?

In the case you have stopped the project and you want to restart it, you have to tell it
to your Business Advisor / Customer Success Manager. He/she will transfer the
information to the consultant and see if he/she has time to work on it again. If yes,
then the consultant will contact you to plan the next meetings. In the case the
consultant is already assigned to other projects and cannot work with it, another
consultant will take over your project and continue the implementation with you.

How much do I pay for the maintenance of my development?

Once a development is made and put on the production database, you’ll start paying
for the maintenance of it. The costs are amounting to 16 euros/100 lines of code per
month. This cost can vary depending on your country, you can contact your Business
Advisor / Customer Success Manager to have more information about it. Your
account manager will give you an estimation of this cost before it is executed. This
maintenance assures you the sustainability of your development in all the potential
upgrades of Odoo.

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Why should I move to Odoo.sh if I need to do developments?

If you need some significant specific development to be done in your database,

you’ll be asked to change your hosting from Odoo Online to Odoo.SH. There are
several technical reasons behind it.

1. From the user point of view, the interface remains the same, but from the
technical point of view developing on Odoo Online can be chaotic and it
decreases the productivity. Using the features of Odoo.SH meets a lot of good
practices in IT (see COBIT or ITIL for example).

2. The GitHub repository (paid by Odoo) is directly linked to the database hosted
on SH. It means that pushing code is easier, faster and safer than a copy/paste.

3. The dev/staging/master environments allow us to push a module from one

database to another. It eases the testing process.

4. The custom code is perfectly isolated from the standard code. So it eases the
maintenance and the upgrade.

5. Each modification of the code is tracked, which allows us to keep all of the
change requests history. Odoo.SH also allows us to fully manage the
databases. For example, it is easy to restore a backup, to download a backup,
etc.

6. Odoo.SH allows collaboration and tracking of the performed actions while the
code pushed on the SaaS is lost in a poor module. So the IT department on
the customer side can collaborate on the project.

And last but not least, it is easier to monitor the status of the database.

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The Upgrade Team
What is an upgrade? How does it work?

The upgrade refers to the process of obtaining the latest version of the Odoo system.
This consists in taking all your data history and parameters and transposing them to
a newer version of Odoo. This does not directly cause any change to the contents of
your Odoo database, and can be undone by reinstalling the previous revision of the
source code.

Why should I request the upgrade of my database?

Upgrading to a new version has several advantages:

● Above all, it is the key in order to benefit from the newest features proposed
by Odoo and get the best out of our system.

● We only support the three last versions. If you don’t do it regularly, we might
not be able to assist you in case you encounter issues or bugs in your
database, nor if you intend to implement new features with the help of one of
our consultants.

The upgrade doesn’t have to be processed each year. Indeed, it can represent a lot of
work for you as well as for us to proceed to an upgrade (depending on the
complexity and the gap of versions). The ideal is to upgrade every 2-3 years so that
you remain on a supported version of Odoo and it doesn’t induce a huge workload.
Of course, in case you really need a feature which is in the new version, you can
upgrade as often as you wish (process included in your Odoo subscription).

NB: If you are hosted on Odoo SH, only the major versions are available for the
upgrade (V13-V14-V15-...) not the intermediary version (14.1-14.2-14.3-...).

How long does it take to upgrade my database?

The upgrade process can take some time, especially if you use multiple apps or apps
that manage sensitive data (e.g. Accounting, Inventory, etc.). In general, the ‘smaller’
the database, the quickest the upgrade. A single-user database that uses only CRM
will be processed faster than a multi-company, multi-users database that uses
Accounting, Sales, Purchase and Manufacturing.

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Unfortunately, it is impossible to give time estimations for every upgrade request.
Odoo will test manually every database upgrade at least once and will need to
correct/adapt changes made to the standard Odoo Apps (e.g. through Studio or
through a Success Pack) on a case-by-case basis. Each issue is encountered after
another one and we never know when all of them are resolved (meaning when we
will stop facing a new one when reprocessing the upgrade).
This can make the process slower, since requests are treated in the order they arrive.
This is especially true in the months following the release of a new major version,
which can lengthen the upgrade delay significantly.

Many factors can impact the upgrade time :

- The differences between the source version and the targeted version;
- The number of issues encountered and the necessity of manual interventions;
- The availability of the new scripts;
- The workload of the upgrade team;
- Your availability to test the database and send your feedback.

Upgrade Process

● Test Guidance
● Test Scenario

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How to request a test upgraded database?
The upgrade process is quite simple from your point of view:

1. You request a test upgrade;

2. Once all tests have been validated by you, you upgrade your actual database.

1. Saas databases

To launch the first step of the upgrade, go on www.odoo.com, log in with your admin
credentials, click on “My databases”, then on the “wheel” next to your production
database and finally on Upgrade > Test upgrade. From there, you will be able to
request the upgrade of your database.

Please note that the “upgrade” button will only be available if you have logged in the
database before reaching the “Manage your databases” page.

Then a pop-up window will appear where you have the possibility to choose the
target version of the upgrade. By default, the highest available version is selected.
You will then have the choice between a test upgrade or a production one. You
should always start with the test option. You can request as many test upgrades as
necessary to solve all the unexpected behaviors before asking a production upgrade.

By clicking on the “Test upgrade” button, an upgrade request will be generated. Only
one request can be made at time for each database. If a request has already been
made, you will see an ‘Upgrade Queued’ note instead and asking another request
will not be possible.

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A test upgrade request will create a copy of your database, upgrade it and make it
available to you automatically once it has been successfully submitted and
processed. If this is the first test you request for this particular database, a manual
testing phase will be done by Odoo.com - this could take time (up to several weeks).
Subsequent requests will not go through that manual testing step and will usually
be available in a few hours. Once the test database is available, you will receive an
email with the URL of the test database.

Testing your database is the most important step of the upgrade process! Even
though we test all upgrades manually, we do not know your business processes. A
change in standard workflows of Odoo in new versions might require you to change
internal processes, or some of the customizations you made through Odoo Studio
might not work properly. It is up to you to make sure that everything works as it
should! You can report issues with your test database through our support page.

For every single bug that you encounter in your test database, you have to create a
ticket to our Upgrade Team. To do so, connect to our Odoo support page on
www.odoo.com/help. In the "Ticket description" section, select "An issue related to
my upgrade".

Give as much detail as possible and the upgrade team will get back to you as soon as
possible.

Make sure to do one last test of your upgrade right before the final upgrade (e.g. the
day before) to ensure everything runs smoothly. Downgrading is not possible and
postponing an upgrade when trying to resolve an issue is always preferred than
tackling a possible issue after the upgrade is done.

Once you are ready and you have validated all your tests, you can click again on the
Upgrade button and confirm by clicking on Upgrade (the button with the little
rocket!) to switch your production database to the new version.

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Your database will then be taken offline within the next 120 minutes and will be
upgraded automatically; you receive a confirmation email once the process is
completed.

2. Odoo.sh & On-Premise databases

You have two possibilities depending on your technical knowledge :

- First platform : https://legacy-upgrade.odoo.com/database/upload . You have

to upload a dump of your database on this platform, enter your Enterprise
subscription reference (starting with a “M”) and choose the targeted version.

- Second platform : https://upgrade.odoo.com (requires deeper technical

knowledge)

In both cases, the upgrade process is the same as for Saas databases (see section
above). After having properly uploaded the dump of your database on the Odoo
platform, you will receive a test database that you will have to test (check if workflows
are working properly, that no bugs or blocking messages appear,...).

If you encounter issues during the test phase, please create a ticket through
www.odoo.com/help and tick “An issue related to my upgrade” option.
Once your tests are finalized and everything seems to be working smoothly on your
test database, you will be asked to upload an up-to-date database on the same
platform and choose the Purpose : Production.

Odoo will deliver the upgraded database and you will have to restore it in your
production environment.

How to request a test upgraded database? I use a very old version of Odoo
(V8; V9;..). Can I ask to upgrade my database ?

Customers being on an old version and willing to upgrade to a supported version

can not be upgraded through the normal process.

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The reason is that so many things could have changed that it is just impossible to
upgrade those old databases (or it would take a lot of time (several years) and a lot of
timesheeted project management). Indeed, some functionalities have changed,
some don't exist anymore ... in brief, it would be like installing the processor of your
smartphone on an old Nokia 5110.

For this reason, we do consider that the best thing to do is to start a new project
through a gap analysis. The benefit is that:

● it will most probably be faster than a normal upgrade request;

● it will allow us to reassess the needs. Keep in mind that the implementation
was made more than 5 years ago so the needs might have evolved;
● it will allow us to clean his database and get rid of some developments.

An Odoo consultant helped me configure my database. Will he/she be

involved in the upgrade process?

You are not forced to have your consultant for upgrading your database. You can do
it by yourself but of course the consultant can bring to you added value because of
his/her project’s knowledge and upgrade experience.

If you want the help from your consultant, this time it will be deducted from your
success pack.

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