Odoo support and helpdesk: somebody who already knows your system
We look after Odoo installations in day-to-day operation – from the question in the morning to the release upgrade once a year. Server hardening and firewalling included, because an ERP that carries your whole company has to be protected like one.
Talk to us about support
Odoo Ready Partner – and we run Odoo ourselves
We are an official member of the Odoo partner network and work on the current Odoo version. Our own company runs on Odoo: CRM, projects, invoicing, time tracking. So when something gets stuck in your system, we have usually seen it in ours first.
When Odoo support becomes a topic
Hardly anybody looks for support while everything is running. The enquiries reach us in situations like these:
- The implementation partner has gone quiet. The system works, but nobody answers when it does not.
- An upgrade is due and nobody wants to be the one who starts it.
- One person in the company knows Odoo – and that person is on holiday.
- Small change requests pile up: a field here, a report there, a workflow that no longer fits.
- The server has been running untouched for two years and nobody can say when it was last patched.
If one of these sounds familiar, support is less about fire-fighting than about having somebody who already knows your setup when it matters.
What our Odoo support covers
Support is more than answering tickets. These are the areas we take on – individually or together, depending on what you already cover yourself.
Helpdesk for your team
Questions out of daily work: a booking that will not post, a report with the wrong total, a user who cannot find a menu. Answered by people who know your configuration, not by a script.
Error analysis and fixes
From the log to the cause. We separate configuration problems from data problems and from genuine bugs – and we tell you which of the three it is.
Changes and small projects
New fields, reports, automations, an additional app. Estimated before it is built, so that a small wish does not turn into an open invoice.
Release upgrades
Odoo publishes a new major version every year. We test your installation against it, list what breaks, and upgrade on a date you choose – not on one that chooses you.
Monitoring and backups
Somebody has to notice when a job stops running or a backup stops completing. We keep an eye on the things that only hurt once you need them.
Knowledge transfer
We would rather your team could do it itself. Documented settings, short training sessions, and no artificial dependency on us.
Hardening and firewalling for your Odoo server
An ERP holds your customers, your prices and your figures. It deserves more protection than a website. Which of these steps apply depends on how you run Odoo – the more you host yourself, the more of it is your responsibility.
Hardening the system
- Reducing the attack surface: only what is really needed stays reachable.
- Patch management with a plan – operating system, database and Odoo itself.
- Rights and roles in Odoo reviewed: who may see and change what.
- Two-factor authentication for administrative accounts.
- Backups that get restored in a test, not just written.
Firewalling and access
- A firewall in front of the application, with rules that are written down instead of grown.
- A web application firewall against the usual automated attacks.
- Administrative access only over an encrypted connection, never openly on the internet.
- Separating what belongs apart: database, application and test system.
- Logging that somebody actually looks at.
We do this with our own development and operations team, and in your own data centre together with the people who run it. Where a measure is not worth it at your size, we say so instead of selling it.
Who is responsible for what – depending on how you run Odoo
Odoo can be operated in three ways, and security is divided differently in each. Worth knowing before you assume somebody else is already taking care of it.
Odoo Online
Odoo hosts, patches and backs up. Your part is users, rights and the data itself – and that is exactly where most incidents start.
Odoo.sh
Odoo provides the platform, you decide what runs on it. Your own code, staging branches and release dates are yours to manage – and that is where we come in.
On-premise
Your server, your rules, your responsibility: operating system, firewall, backups, monitoring. This is where hardening counts most.
How a support request runs
No ticket maze. Four steps, and at every one you can see where your request stands.
Your way in
Report it
By email, by phone or directly in the helpdesk. One sentence about what you did and what happened is enough – screenshots help.
First look
Triage and classification
We separate what stops your work from what can wait, and we tell you which it is instead of letting you guess.
In the test system first
Analysis and fix
Reproduce, understand, fix. Changes are tried out on a copy before they touch the system you work in.
Afterwards
Release and documentation
You check the result and release it. What was changed is written down, so the next person – including somebody in your own team – can follow it.
Why PixelMechanics for your Odoo support
Odoo Ready Partner
Official member of the partner network, working on the current version.
We run Odoo ourselves
Our own company runs on it. We feel every weak spot before you have to report it.
Owner-managed since 2008
The same people over years. Support works better when nobody has to be briefed twice.
Development and operations in one place
Application, server and security are not three suppliers pointing at each other.
Standard before code
Every deviation we maintain was justified once. That is why upgrades stay possible.
No dead ends
Documented settings and exportable data. You could leave – which is precisely why most stay.
Talk to us about Odoo support
Tell us how you run Odoo today and what is pressing. We will tell you what support would look like for you – and where you do not need us.
Michael Rohrmüller
CEO & Owner
Founded the company in 2008 and still sits in the projects himself.
Michael Bromberger
Sales & contact
Your direct contact – honest, reachable, no sales pressure.
Vikas Kumar
Head of Development
Leads our development team and makes sure what we build holds up.
Frequently asked questions about Odoo support
Do you also take on an Odoo system that somebody else implemented?
Yes, that is the most common case. We start with a look at the installation: version, custom code, interfaces, rights and the state of the server. After that you know what is solid, what needs attention and what support would cost.
What response times do you offer?
They are agreed individually, because a system that halts production needs different terms from one used to write invoices once a month. Response times, support hours and escalation are put in writing before support starts.
What does Odoo support cost?
That depends on the scope: how many users, how much custom code, whether you host yourself, and how much your own team covers. We offer both a maintenance agreement with an agreed scope and support by the hour, and we say which one fits your case.
Do we need a maintenance agreement, or can we just call when something happens?
Both work. An agreement buys you agreed response times and reserved capacity; support by the hour is cheaper as long as nothing is urgent. Systems that carry daily operations are usually better off with an agreement.
Do you look after the server as well, or only the application?
Both, if you want. On Odoo Online the hosting is Odoo and we look after the application; on Odoo.sh and on your own server we also take on operating system, firewall, patches, monitoring and backups – or we work alongside whoever already does.
What does hardening actually include?
Reducing what is reachable from outside, patching on a schedule instead of on occasion, reviewing rights and roles in Odoo, two-factor authentication for administrators, separating test and production, and backups that have actually been restored once.
Is a firewall not enough on its own?
A firewall decides who may knock. It does not help when the application itself stands open or an account has a weak password. That is why hardening and firewalling belong together – one without the other leaves a gap.
Who handles the yearly Odoo upgrade?
We do, if it is part of your support. Odoo publishes a new major version every year. We test your installation against it on a copy, list what breaks, and agree a date with you. A planned upgrade is a working day; an overdue one is a project.
Do you support the Community Edition as well?
Yes. Many mid-sized installations run well on it. What you should know: some functions only exist in Enterprise, and the upgrade path has to be planned a little more carefully. We tell you which of the two fits before it gets expensive.
What happens to our knowledge if we stop working with you?
It stays with you. Settings and changes are documented, your data is exportable at any time, and custom code belongs to you. We would rather be chosen again than be hard to leave.