NGYN Solutions

Service Level Agreement

How we prioritize, respond to, and resolve support requests — so you always know what to expect and when to expect it.

Same Day

Urgent Response

1–3 Days

Normal Response

100%

Transparent Tracking

Task Priority Levels

Every request is classified into one of three priority levels. This ensures the tasks with the greatest business impact are always handled first.

Urgent

Immediate Action

Target response: Same day (ASAP)

For issues that impact operations, delivery, 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

Standard Work

Target response: 1–3 business days

For important 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

Backlog / Nice-to-Have

Target response: When capacity allows

For optional improvements that can wait without any business impact.

UI improvements
Minor wording updates
Future enhancements
Non-urgent reporting tweaks

How Requests Are Handled

1

Submit Your Request

Email us or log a ticket with a clear description of the issue and its business impact.

2

We Classify & Confirm

Every request is assigned a priority level (Urgent, Normal, or Low) and you'll receive confirmation.

3

We Resolve & Update

We work the task within the target response window and keep you updated until it's resolved.

Covered Under This SLA

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 submitted outside business hours are queued for the next business day
Major projects requiring a separate statement of work

Need to Submit a Request?

Reach out and we'll classify, confirm, and get to work.

✉ [email protected]

All requests are acknowledged and tracked from the moment they're received.

Only verified customers can send ticket to this email.

Get to Know Our Expert Crew

Learn about the professionals powering our Odoo services. Backed by 15+ years of experience and hundreds of certifications, our certified team is dedicated to providing innovative, tailored solutions for your business. From seasoned architects to skilled developers, we’re equipped to optimize your ERP journey.