Odoo support and maintenance
Odoo support UK from a team that knows your system.
Odoo’s subscription covers the standard software. Most businesses also run custom modules, integrations and day-to-day changes that sit outside it. Thoughtlogik Shield for Odoo gives you a dedicated team that looks after all of it, with agreed response times.
- Official Odoo Partner
- Agreed response times
- ISO 9001 and ISO 27001
- UK hours, Monday to Friday
TL-1042 · P1 criticalIn progress
TL-1043 · P2 integrationAssigned
TL-1044 · P4 changePlanned
TL-1045 · P4 changePlanned
In one sentence
What does Odoo support include?
Odoo support comes from two places. Your Odoo subscription includes unlimited functional support, bug fixes for standard apps, hosting on Odoo Online and upgrades of standard features. A partner covers what sits outside it: custom modules, integrations, administration, small changes, training and upgrade planning, delivered by people who know your setup.
- 01From Odoo S.A.
- Help with standard features, bug fixes, security updates and the upgrade service, included in your subscription.
- 02Not from Odoo S.A.
- Implementation, maintenance of custom code (unless separately covered), new configuration and integrations.
- 03From a partner
- Administration, custom module care, small changes, training, monitoring and upgrade readiness.
- 04Thoughtlogik Shield
- Our managed support plan for Odoo, with reserved monthly hours and agreed response times.
Why support matters
Go-live is the start. Support decides what happens next.
After go-live, Odoo becomes part of how you trade every day. These facts shape what good support has to cover.
functional support for standard features is included in every Odoo plan
Odoo pricing, 2026 →of standard support per major Odoo version, so upgrades need planning
Odoo support policy, 2026 →community apps exist for Odoo; third-party and custom modules sit outside Odoo’s standard support
Odoo, 2026 →initial response target for P1 critical incidents on Thoughtlogik Shield, in business hours
Thoughtlogik Shield SLA →Support gaps
Does your Odoo support feel like this?
These gaps usually appear months after go-live, once the project team has moved on to something else.
Support should be calm and predictable. We show you the gaps worth closing first.
Issues wait days for a response
There is no agreed support arrangement, so requests compete with your old partner’s new projects.
→ Fix: a ticketed service with response targets by priority.
Odoo fixes standard bugs, not our code
Odoo’s support covers standard features, while custom modules need someone else to maintain them.
→ Fix: custom modules maintained and fixed within your plan.
We explain our setup every time
Support comes from whoever is free, with no shared record of your configuration or past issues.
→ Fix: a dedicated team and a documented system overview.
Small changes never get done
Minor improvements fall between support and projects, waiting for a budget conversation.
→ Fix: small changes delivered through the same service.
Upgrades keep getting postponed
Nobody watches your version’s support dates or keeps custom code ready for the next release.
→ Fix: version tracking and upgrade readiness checks.
Customers find problems first
Integrations, scheduled actions and email flows are not monitored, so failures go unnoticed.
→ Fix: proactive health checks on jobs, logs and integrations.
Today versus with Shield
Chasing answers, or a team that already knows.
See how support often works today, then flip to see it with Thoughtlogik Shield for Odoo.
TodaySupport is spread across six places
Nobody owns the whole system, so everything takes longer than it should.
With ShieldOne team, one queue, full context
RaisePortal or email
PrioritiseP1 to P4
FixConfig or code
DocumentShared record
ReviewMonthly reportWho covers what
Odoo’s support and partner support work together
Your Odoo subscription and a partner plan cover different things. This is how they fit.
Odoo Enterprise subscription vs Thoughtlogik Shield
What each covers for a typical UK Odoo customer
| What you need | Odoo Enterprise subscription | With Thoughtlogik Shield |
|---|---|---|
| Bugs in standard Odoo | ✓ Bug fixes and security updates on standard apps | ✓ We diagnose, raise it with Odoo S.A. and chase it to a fix |
| Help using standard features | ✓ Unlimited functional support | ✓ From a team that knows your processes and setup |
| Custom modules | ✕ Only under Odoo’s paid maintenance of customisations | ✓ Maintained, fixed and improved within reserved hours |
| Configuration changes and small enhancements | ✕ Not included | ✓ Included in reserved hours |
| Integrations and scheduled actions | ✕ Not included | ✓ Monitored and maintained |
| Version upgrades | ✓ Database conversion of standard apps | ✓ Readiness checks and planning; the upgrade itself is a project |
| Training | ✕ Not included; free eLearning available | ✓ Short sessions for users and new starters |
Sources: Odoo pricing and Odoo’s Enterprise Subscription Agreement, checked October 2026; Thoughtlogik Shield for Odoo.
How support works
Responsive when it breaks, proactive in between.
Support follows the Evolve stage of our SCALE method. We learn your database first, then run a ticketed service with agreed priorities, response targets and regular reviews.
Onboarding
Learn your database before you need us
StudioKnowledgeWe review your Odoo version, hosting, apps, custom modules and integrations, and document how your key processes work. If another partner built it, we flag the risks we find straight away.
- System overview document
- Custom module and integration register
- Initial risk list
- Access and escalation contacts agreed
- Priorities defined for your business
No more explaining your setup from scratch.
Version and hosting confirmedReviewed
8 found · 2 without testsRisk
eCommerce, carrier, bank feedsMapped
14 active · 1 failingFix
Order to cash, procure to payDocumented
Service desk
One queue, clear priorities
HelpdeskRequests come in through our portal or by email and become tracked tickets. Each one is prioritised by business impact, from P1 critical to P4 change requests, with an initial response target for each.
- Portal or email, every request tracked
- P1 to P4 priority by business impact
- Response targets per priority
- Escalation to support lead and account manager
- Monday to Friday, 9:00 to 17:00 UK
You always know who is on it and what happens next.
New 2
In progress 2
With Odoo S.A. 1
Resolved 12
Fixes and changes
Fix the cause, not just the symptom
Accounting
InventoryStudioIssues are diagnosed by people with the full history of your tickets. We fix configuration, custom code and integrations, then look for the root cause so the same problem does not come back.
- Break/fix with root cause analysis
- Custom module bug fixes
- Small changes: fields, reports, automations
- Data imports and housekeeping
- User help and short training sessions
Fewer repeat issues, and small improvements that actually happen.
Found
In testing
Planned
Health checks
Catch problems before customers do
DashboardsBetween tickets, we check the parts of Odoo that fail quietly: scheduled actions, logs, integrations, email flows, backups and security updates. We also track your version’s support dates and keep custom code ready for the next release.
- Scheduled actions and logs reviewed
- Integrations and email flows checked
- Backups and security updates confirmed
- Version support dates tracked
- Upgrade readiness and impact assessment
Quiet failures found and fixed before they cost you.
Governance
Look ahead, not just back
DashboardsProjectRegular reviews keep support aligned with the business. You see where hours went, what is open and what we recommend next, from quick wins to the next upgrade.
- Bi-weekly ticket review
- Monthly usage report by the 5th working day
- Quarterly service review
- Improvement roadmap
- Upgrade planning ahead of end dates
Support that improves your system, not just maintains it.
Hours by category this quarter
Screens show illustrative data. Response targets and terms are set out on the Thoughtlogik Shield for Odoo page.
What support covers
Inside Thoughtlogik Shield for Odoo
Plans are shaped around your system, your users and your custom code. These are the services they typically include.
Issue resolution
Faults in configuration, workflows, reports and integrations investigated and fixed by a team with your full ticket history.
Custom module care
Bug fixes and small changes to custom modules, which Odoo’s own support does not cover by default.
Odoo S.A. liaison
Standard bugs reproduced, raised with Odoo for you and tracked until the fix reaches your database.
Small changes
New fields, report tweaks, automation rules, price lists and access rights, without starting a new project.
Administration
Users, access groups, configuration, data imports and housekeeping across your database.
User help and training
How-to guidance and short sessions for new starters, so knowledge does not leave when people do.
Integrations and scheduled jobs
Connectors, APIs, scheduled actions and email flows checked so failures are caught early.
Upgrade readiness
Support dates tracked and custom code assessed, so the next upgrade is planned, not rushed.
Quoted separately as projects: rolling out new Odoo apps, version upgrades themselves, large redesigns, data migration from other systems and new integrations.
See Thoughtlogik ShieldOdoo licence pricing
What your Odoo subscription already includes
Every Odoo plan includes Odoo’s own functional support. Your plan also decides what can be customised, which shapes the partner support you need. UK list prices, billed yearly, excluding VAT.
One App Free
£0/month
One app, unlimited users
- Odoo’s functional support
- Hosted on Odoo Online
- No custom modules
Fits a single standard app
Standard
£18/user/month
First 12 months, then £22
- All Odoo apps
- Odoo’s functional support and upgrades
- Odoo Online only, no custom Python modules
Fits standard processes
Custom
£32/user/month
First 12 months, then £41
- Everything in Standard
- Studio, multi-company and external API
- Odoo.sh or on-premise for custom modules
- Custom code maintenance not included
Fits customised systems, where partner support matters most
All plans include Odoo’s unlimited functional support, hosting on Odoo Online and maintenance. Maintenance of custom code is not included in any plan. Prices checked on odoo.com/pricing in October 2026, per user per month billed yearly, ex VAT. Always check the vendor page. Thoughtlogik Shield rates are on the Shield page.
Getting started
Your first month on Thoughtlogik Shield
A typical onboarding. Exact timings are agreed at kick-off.
Kick-off
Week 1Named contact, system access, priorities and escalation route agreed.
System review
Weeks 1 to 2Version, hosting, custom modules, integrations and scheduled actions reviewed and documented.
Risk list
Week 2Issues found in the review prioritised with you, with quick wins fixed first.
Business as usual
Week 3 onwardsRequests through the portal or email, handled against response targets by priority.
First review
End of month 1First usage report and ticket review, plus an improvement backlog.
Shield runs on a 6-month initial term, then rolling monthly. Full terms are on the Thoughtlogik Shield for Odoo page.
Quick check
How healthy is your Odoo support?
Tick the statements that are true for your business today.
0/6
Why Thoughtlogik
Why Thoughtlogik for Odoo support?
We are a Northampton-based Official Odoo Partner with a delivery team in Coimbatore, India. Our consultants run workshops about your processes, not software jargon, and we stay with you after go-live.
Official Odoo Partner
We work alongside Odoo S.A., raising standard bugs through the partner channel while handling your configuration, integrations and custom code ourselves.
One team, full context
UK-led support with our own delivery team in India. The same people learn your system, so you are not explaining it again each time.
Quality-managed service
Support runs under ISO 9001:2015 quality management and ISO 27001 information security, with every ticket logged and traceable.
We write Odoo code too
Our developers publish Odoo apps on the official marketplace, so we fix custom modules properly rather than working around them.
How we deliver
SCALE: five phases, clear deliverables.
Scope
Define success and lock the scope
- Success criteria and KPIs
- Approved requirements and process maps
Craft
Design the right solution first
- Solution design blueprint
- Integration and data migration plan
Assemble
Configure, integrate and test
- A configured, working system
- Tested automations and integrations
Launch
Train, go live and stabilise
- Trained, confident users
- Go-live with hypercare
Evolve
Optimise and keep improving
- Continuous improvement roadmap
- Regular health checks
What changes
From chasing answers to a support service you trust.
Agreed response targets by priority
A team that already knows your database
Custom code maintained and upgrade-ready
Small changes delivered through the same service
Support dates tracked and upgrades planned
Proactive checks on jobs and integrations
We support Odoo on
FAQs
Odoo support UK questions
Cannot see your question? Our UK consultants are happy to talk it through.
We already pay for Odoo Enterprise. Why do we need partner support?
Your Odoo subscription includes unlimited functional support, bug fixes for standard apps and the upgrade service. It does not cover custom modules unless they are under Odoo’s paid maintenance arrangement, nor configuration changes, training or integration issues. Partner support fills that gap and works alongside Odoo’s own support.
What is Thoughtlogik Shield for Odoo?
It is our managed support plan for Odoo. You reserve developer hours each month, with optional strategic consultancy hours, and a dedicated team uses them to maintain custom code and integrations, fix issues, make small changes and keep you upgrade-ready. Rates and terms are on the Thoughtlogik Shield for Odoo page.
What response times do you offer?
Requests are prioritised by business impact. Initial response targets are within 4 business hours for P1 critical issues, 7 business hours for P2, 1 business day for P3 and 2 business days for P4, during UK hours, Monday to Friday, 9:00 to 17:00. On-call cover for P1 incidents outside those hours is available at higher rates.
Can you support an Odoo system another partner built?
Yes. Onboarding starts with a review of your version, hosting, apps, custom modules and integrations, and we document how your key processes work. If we find risks in the code or configuration, we flag them straight away and agree with you which to fix first.
Do you support Odoo Online, Odoo.sh and on-premise?
Yes. What we can change depends on the platform: Odoo Online allows Studio customisation but not custom Python modules, while Odoo.sh and on-premise run custom modules on the Custom plan. We take that into account whenever we propose a fix or a change.
Are small changes included?
Yes, within your reserved hours. New fields, report and document tweaks, automation rules, price lists, access rights and data imports are handled through the same service. Larger pieces of work, such as new apps, new integrations or a version upgrade itself, are scoped and quoted as separate projects.
Will you tell us when we need to upgrade?
Yes. Each major Odoo version has three years of standard support, and we track your version’s end date. Upgrade readiness checks and impact assessments on your custom code are part of Shield, so the upgrade can be planned well ahead. The upgrade runs as a project; see Odoo migration and upgrades.
How do we raise a support request?
Through our support portal at support.thoughtlogik.com or by email to support@thoughtlogik.com. Every request becomes a tracked ticket against your agreed response targets. We raise and chase standard Odoo bugs with Odoo S.A. for you, and copy you on critical correspondence.
Keep exploring
Related Odoo services
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Tell us how Odoo is used across your business and where support falls short today. We will come back within one working day with a plan that fits your team and system.
- Free, no-obligation consultation
- Official Odoo Partner with a UK team in Northampton
- Agreed response targets and clear terms
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