Tech Support

Technical support requests are managed under project PSUS - Technical Support

Project leader:

• Brian Cheung

Scope

It si important to keep in midn the scope of the technical support pipe

✅ Covered

• ⏲️ Technical paid (success pack hours) support for partners/customers
• 👀 Code review – Answering specific development related questions and code profiling (technical only)
• 🔎 Expedite resolution of technical bug in fevelopment, or bad data related issues
• 🆕 SaaS to SH platform change and new SH project creation
• 🐛 Bug fixes for customers who do not pay maintenance
• 🆙 Partner code upgrades

❌ Not covered

• ℹ️ Functional advice: this is the role of a functional consultant and if customer seeks functional advice during tech support session, it will be delegated to the respective functional consultant.
• 🎓 Technical training: We have monthly technical training in Spanish and English for this.
• 🧑‍💻 Live coding sessions: Where customer requests what they want and expects developer to make it happen. Such case would be a new development request (Also includes live bug fixing)
• ✏️ Specific development requests (change requests) or scripts: These are considered developments and should be made in the PSUS - Tech Quickstart pipe
• 🔎 3PA code review and installation: If a customer agrees to pay maintenance on this code upfront for the previous year and ongoing maintenance, the code will be reviewed in PSUS - Maintenance and charged MRR based on lines of code

🔎 3PA Code Review

Who can take? 2y+ Quickstart developer

Third-party app code review is performed to validate if a third-party app's code follows Odoo's standard and does not interfere with the normal functionality of the database

[:NOTE] Check the list of approved/rejected apps here

➡️ Repo transfer

Who can take? Cindey Caine and Jigar Anim

Transfer a repo from customer/partner ownership to Odoo.

Odoo -> Customer/Partner

Customer agrees to maintain and support themselves with any issues. The PSUS team will not update nor maintain custom code or existing developments. Anu personal assistance will require Success Pack Hours. }

Customer/Partner -> Odoo

The SH project and repo will be hosted under the ownership of Odoo PS which will maintain all aspects of the project and repo. Third party apps can be installed after they passed a 3PA Code Review, or are one of the following: Shopify/Woocommerce/Magneto connectors.

🎫 SPS Related Tickets

...

🆕 New SH Database

Who can take? Anyone

1B: SaaS to SH (Odoo Managed)

Migration from Odoo SaaS to Odoo SH.

[!NOTE] Version must be a LTS (Long Term Support) version

1. Take screenshot of user subscription

2. [Impersonate] the user in accounts.odoo.com

3. Downlaod dump in Profile > My Databases > Download

4. Rename existing database to free up the domain name

   E.g. <existing-name>-move-sh

5. Disable the database for the subscription

   Ask Cindey Caine or Jigar Amin

6. Follow the steps for option 1B to create a new SH Project

7. Inisde the Odoo SH project, go to Backups and import the downloaded database

1B: New SH (Odoo Managed)

New SH project wihtout prior SaaS Migration Create repo

1. Create a new repo inside of the Odoo-PS organization.

   Follow the nomenclature psus-<companyname>