Know what to expect, and when.
How we prioritize, respond to and resolve support requests, so you always know where your request stands.
Three levels. Biggest impact first.
Every request is classified into one of three priority levels, so the tasks with the greatest business impact are always handled first.
Urgent
Same day (ASAP)Issues that impact operations, delivery or compliance, or create an active blockage.
- System down or inaccessible
- Payroll issue
- Inventory cannot ship or receive
- Invoice posting blocked
- Deadline due today
- Safety or compliance risk
Normal
1 to 3 business daysImportant work that isn't blocking operations and has a reasonable due date.
- Routine configuration changes
- Standard user requests
- Regular data cleanup
- Non-critical bug with a workaround
Low
When capacity allowsOptional improvements that can wait without business impact.
- UI improvements
- Minor wording updates
- Future enhancements
- Non-urgent reporting tweaks
Submit. Classify. Resolve.
- 01
Submit your request
Email us or log a ticket with a clear description of the issue and its business impact.
- 02
We classify and confirm
Every request is assigned a priority (Urgent, Normal or Low) and you receive confirmation.
- 03
We resolve and update
We work the task within the target response window and keep you updated until it is resolved.
What this SLA covers.
Covered
- Odoo configuration, support and troubleshooting
- ERP/CRM implementation and migration issues
- Integration and automation support (Microsoft 365, SharePoint, Power Automate)
- Bug fixes and workaround guidance
- General consulting and advisory requests
Outside this SLA
- New feature development not previously scoped
- Third-party vendor outages (Odoo.sh, hosting providers, etc.)
- Requests outside business hours are queued for the next business day
- Major projects that need a separate statement of work
Email support.
[email protected]All requests are acknowledged and tracked from the moment they are received. Only verified customers can send tickets to this address. New to NGYN? Book a fit call instead.
Rates and plans are on the fee table.