We run, maintain, and improve your Odoo so your people can get on with running the business.
Most Odoo support contracts start work when somebody logs a ticket, and stop once the bug is fixed. Upgrades get quoted as a separate project. The servers belong to another vendor. Nobody is checking whether AR, AP, and inventory still tie to the general ledger at month-end.
With Managed Services, one partner and one monthly retainer cover application support, version upgrades, IT and DevOps, accounting integrity, user training, and AI and automation. Each month you get a report of what we did, how we did against our response targets, and what we plan next.
| Priority | Opened | Closed | Slowest first response | Target |
|---|---|---|---|---|
| Critical | 1 | 1 | 2h 05m | 6 hours |
| Medium | 4 | 4 | 5h 40m | 1 business day |
| Low | 6 | 5 | 1 business day | 2 business days |
| Change request | 2 | 1 | Estimate in 4 days | Estimate within 1 week |
All targets met
| What it is | End-to-end operational ownership of an Odoo ERP environment: the application, integrations, infrastructure, financial data, and users. The work is proactive and ongoing, and goes well beyond resolving tickets. |
| How it differs from support | An Odoo support contract resolves reported issues within a block of hours. Managed Services adds version upgrades, infrastructure and DevOps, accounting integrity, user enablement, enhancements, AI and automation, and regular improvement reviews. |
| What we manage | Odoo upgrades, bug fixes, enhancements and integrations, workflow optimization, IT and DevOps for cloud or self-hosted Odoo, accounting and transaction integrity, user training, and AI and automation. |
| Tiers | Essential for operational stability, Advanced for optimization and evolution, and Enterprise for full ownership and strategic partnership. |
| Commercial model | A monthly retainer for operations, monitoring, support, and stability. Change requests are scoped and billed as needed. AI and automation are optional add-ons. |
| Support hours | A 24/5 help desk during US business hours. Production systems are monitored around the clock. |
| Provided by | Bista Solutions, an Odoo Gold Partner named Odoo’s Best Partner for North America eight times. We have 90+ Odoo-certified experts (61 certified on v19), 350+ ERP implementations globally, and 97% customer retention. |
Your ERP is mission-critical, and traditional support is reactive. It waits for something to break, and its job ends when the issue is resolved. Meanwhile, the business keeps changing. New products, sites, volumes, and processes put new demands on Odoo every quarter, and Odoo has to keep up: versions reach end of support, integrations drift, and servers need patching.
The harder part is that nobody owns the whole system. The support vendor, the hosting provider, the accountant, and internal IT each see one piece, so problems fall between them. What most companies need is a partner who owns operations and plans ahead, and who also responds when something goes wrong. That is how we designed Managed Services.
Both have their place. Here is what each one covers under Bista’s standard support terms, so you can see where the scope differs.
| Area | Odoo support contract | Odoo Managed Services |
|---|---|---|
| Operating model | Reactive. You log a ticket, and we resolve it. | Proactive. We monitor, maintain, improve, and plan. |
| Bug fixes and how-to support | Yes. For modules in the implemented scope. | Yes. Across your Odoo ecosystem. |
| Odoo version upgrades | No. Quoted as a separate project. | Yes. Planned version management in Advanced and Enterprise. |
| Server, hosting and DevOps | No. Needs a separate infrastructure SLA. | Yes. Monitoring, patching, backups, recovery and environments. |
| Accounting and data integrity | No | Yes. Transaction error correction, period-close support, and GL integrity. |
| Enhancements and integrations | Separate. Change requests are estimated and billed. | Yes. Minor enhancements are included; larger ones are scoped under one delivery plan. |
| Workflow optimization | No | Yes. Process redesign and regular improvement cycles. |
| User training and adoption | Limited to extra training for in-scope modules. | Yes. Onboarding, refreshers, documentation and feature adoption. |
| AI and automation | No | Available as an add-on: AI agents, workflow automation and intelligent alerts. |
| Business reviews | No | Yes. Regular reviews, with quarterly system and business alignment in Enterprise. |
| Point of contact | A ticket queue, through one customer contact. | A dedicated engagement manager in Enterprise. |
| Pricing | A prepaid block of support hours. | A predictable monthly retainer plus scoped change requests. |
If you only need help-desk hours, the Odoo Support Bundle is still available in 6-month and 1-year packs.
We look after the day-to-day stability of Odoo and its long-term improvement. Every bug is triaged and reproduced in a test environment before the fix goes into a scheduled service-pack release. Our functional and technical team answers configuration, admin, reporting and database questions.
Enhancements and customizations start with a functional spec and an estimate, and development waits for your sign-off. We keep integrations with eCommerce, EDI, tax, shipping and banking systems working as those systems change, adjust workflows and processes as the business evolves, and tune slow screens, reports and scheduled jobs.
The aim is to keep you on a supported Odoo version, moving from 17 to 18 to 19 on a plan, without a disruptive one-off upgrade project every few years. Upgrades become part of how we run your Odoo. Each one goes through the same steps:
We manage the technology behind Odoo, whether it runs on your own servers, in your cloud on AWS or Azure, or with Bista as the host, and we run it to enterprise operations standards.
Finance can’t afford instability, so we protect the integrity of the financial data in Odoo and aim for clean, reliable numbers every period. We monitor accounting flows and automated postings, find and correct transaction errors such as duplicates, wrong accounts and drafts, and run data integrity checks across sales, purchasing, inventory and accounting.
AR, AP and inventory are reconciled to the GL, along with bank reconciliation. We support your team during period close and external audits, and we provide accounting training and SOPs for the finance team. The checks are based on our Odoo Accounting Health Check.
Odoo only pays off when people use it well. We provide user support and functional guidance, onboard new users with role-based training, run refresher sessions as workflows change, and handle knowledge transfer and process documentation. When new features or a new version arrive, we help your teams adopt them.
This is an optional add-on for taking routine work out of Odoo operations. It covers AI agents for routine operational tasks, workflow automation to cut manual effort, intelligent monitoring and alerts, Document AI for bills, orders and forms, process optimization using automation, and AI-driven insights for continuous improvement. You can read more about Odoo AI Agents, Odoo Copilot and Bista Doc AI.
Managed Services runs on a calendar as well as on tickets. This is the standard cadence for a production Odoo environment.
| Cadence | What happens |
|---|---|
| Every minute | An uptime check on the production URL. Server and service metrics are collected, and alerts go to the DevOps team when thresholds are crossed. |
| Daily, at 00:00 | A database backup on a 30-day incremental cycle. Help desk triage runs in US business hours, and incident tickets are created proactively. |
| Every 2–3 weeks | A service-pack release of fixes and minor enhancements, which you accept within one week. |
| Monthly | OS updates in the last week of the month, security patches applied by criticality, and accounting integrity checks. |
| Quarterly | A backup and recovery review, the system and business alignment review for Enterprise clients, and a check-in on the upgrade and AI roadmap. |
Monitoring findings and recurring maintenance are handled proactively and don't count against your support requests.
The tiers are matched to how critical Odoo is to your operations and how much of it you want us to own. You can move up as the business and its complexity grow.
Operational stability
Keep Odoo running smoothly and reliably, for companies that need dependable day-to-day coverage.
Stable environments, smaller internal IT teams, and companies that want predictable operations.
Optimization and evolution
A stable Odoo that keeps improving, for companies that want it to keep pace with the business.
Everything in Essential, plus:
Growing businesses, complex workflows, and Odoo used across many departments.
Full ownership
We own your Odoo, for companies that want complete operational ownership.
Everything in Advanced, plus:
Enterprise environments, mission-critical Odoo, and lean internal IT teams.
We use a hybrid model that keeps the cost of running Odoo separate from what you invest in new capabilities. The retainer pays for stability, and growth comes through planned change.
| Part | What it covers | How it's charged |
|---|---|---|
| Monthly retainer | Operations, monitoring, support, maintenance and the scope of your tier, including minor enhancements and configurations. | A predictable monthly fee. |
| Change requests and enhancements | New features, significant customizations and new integrations. | Specified, estimated and approved before work starts, then billed as delivered. |
| Automation and AI Optional | Add-on initiatives with a defined business outcome, delivered by the same team that runs your Odoo. | Scoped as separate initiatives. |
| Cloud infrastructure | Servers, storage and bandwidth. The retainer covers managing that infrastructure. | Billed separately by your hosting provider, or by Bista if we host. |
Every request is acknowledged, classified as a support request, defect or change request, and prioritized by business impact.
| Priority | Acknowledgement | Initial response | Permanent fix target |
|---|---|---|---|
| Critical | 30 min | 6 hours | 1 week |
| Medium | 30 min | 1 business day | 2 weeks |
| Low | 30 min | 2 business days | 3 weeks |
| Change request | 30 min | Estimate within 1 week | Agreed per scope |
Critical means production is down or major functions are unavailable, and it gets immediate action. If a response or workaround is late, or a critical issue stays open, the ticket moves up two levels of escalation, with a named manager at each level. Enterprise clients get priority response and execution, with a dedicated engagement manager.
If we meet fewer than 95% of SLA terms in a quarter, we credit 5% of that quarter’s fee.
These are our standard service levels for application support. Infrastructure response targets and availability commitments for production are defined in each agreement.
Your point of contact raises a ticket via the portal or email.
We confirm receipt and assign a Level 1 engineer.
The ticket is marked as a support request, defect, or change request, with a priority and a time estimate.
Work escalates from Level 1 to Level 2 and then to the support manager if needed.
Fixes ship in a service pack every 2–3 weeks.
You test and accept within one week, and the resolution is logged.
Odoo Managed Services are an ongoing engagement where a partner takes end-to-end operational ownership of your Odoo ERP. Bista Solutions manages the application, Odoo version upgrades, integrations, IT and DevOps infrastructure, accounting and data integrity, user training, and optional AI and automation, all under a monthly retainer.
A support contract is reactive. It resolves reported bugs and how-to questions from a prepaid block of hours, and usually excludes version upgrades, server maintenance, accounting integrity and enhancements. Managed Services is proactive and covers all of these, plus workflow optimization, user enablement and regular business reviews.
Yes. Upgrades and version management are included from the Advanced tier. We plan the version roadmap, migrate custom modules and data, test in a separate environment, schedule cutover around your business calendar, and stabilize afterwards.
Yes. For self-hosted and cloud-hosted Odoo (for example on AWS or Azure), we provide uptime monitoring every minute, server monitoring, OS updates and security patches, daily database backups on a 30-day cycle, disaster recovery, incident management and DevOps environment management. Full IT and DevOps ownership is part of the Enterprise tier.
No. Cloud infrastructure costs (servers, storage, bandwidth) are billed separately by your hosting provider, or by Bista if we host. The retainer covers managing that infrastructure.
Accounting integrity is built in. Essential covers accounting flow support and transaction error fixing, and Advanced adds proactive accounting monitoring. The checks draw on Bista’s Odoo Accounting Health Check: AR, AP and inventory reconciliation to the GL, bank reconciliation, and period-close and audit support.
AI and automation are optional add-ons available with any tier, delivered as scoped initiatives such as AI agents, document AI and workflow automation. The Enterprise tier includes an AI and automation roadmap.
Minor enhancements and configurations are covered by the retainer. Larger changes, such as new features, significant customizations and new integrations, are specified, estimated and approved before development, then billed as delivered. Operating costs stay predictable, and new capabilities are funded deliberately.
Every ticket is acknowledged within 30 minutes during support hours. Standard initial response targets are 6 hours for critical issues, 1 business day for medium and 2 business days for low. Enterprise clients get priority response and a dedicated engagement manager.
Essential suits stable environments that need reliable day-to-day coverage. Advanced suits growing businesses with complex, multi-department workflows that want upgrades and continuous improvement. Enterprise suits mission-critical Odoo and lean internal IT teams that want Bista to own infrastructure, DevOps and strategy.