Software Support and Maintenance Terms of Service
1.Introduction
This document outlines the terms and conditions governing the support and maintenance services provided for Odoo software. By engaging in our services, the customer agrees to the following terms and conditions.
Support Hours
Support requests will be answered within office hours, which are Monday through Friday from 9:00 AM to 5:00 PM, excluding holidays.
2. Support Channels
Support requests can be submitted through the following channels:
- Phone calls
3. Response Times
The support team will respond to support requests as soon as possible. The following response times apply:
- Normal support tickets: 24 hours
- Important support tickets: 8 hours
- Urgent support Tickets: 2 hours
4. Escalation
If a support request cannot be resolved within the specified response time, it will be escalated to a higher level of support. The escalation process will be communicated to the customer.
5. Service Levels
The service levels for support are as follows:
- Normal support: Support for issues that do not significantly impact the business.
- Important support: Support for issues that are important and may cause business impact.
- Urgent Support: Support for issues that are urgent and may cause significant business disruption.
6. Exclusions
The following types of support are excluded from this agreement:
- Customization or enhancement requests
- Installation or configuration assistance
- Third-party software support
- Issues caused by user error
7. Charges
The charges will apply the support package purchased. Charges may apply for customization or enhancement requests, installation or configuration assistance, or third-party software support. When purchased package is already consumed, additional package may need to purchase.
8. Termination
This agreement may be terminated by either party upon thirty (30) days' written notice to the other party.
9. Governing Law
This agreement shall be governed by and construed in accordance with the laws of Myanmar.
10. Entire Agreement
This agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications, representations, or agreements, whether oral or written.