Service Level Agreement (SLA) for Odoo Clients of EduWeb Group, SL
This Service Level Agreement (hereinafter, "SLA") is established between EduWeb, S.L. (hereinafter, "the Partner"), with Tax ID [EduWeb's Tax ID Number] and registered office at [EduWeb's Address], and [Client Name] (hereinafter, "the Client"), with Tax ID [Client's Tax ID Number] and registered office at [Client's Address].
The purpose of this SLA is to clearly define the responsibilities of both parties, the expected service levels, and the escalation procedures for the provision of services related to the implementation, configuration, support, and maintenance of Odoo software, in accordance with the laws in force in Spain.
Definitions
| Term | Definition |
| User | Any user account indicated as active in the Software, with access to creation and/or edition mode. Deactivated user accounts and accounts used by external people (or systems) who only have limited access to the Software through the portal facilities (known as “portal Users”) are not counted as Users. |
| App | An “App” is a specialized group of features available for installation in the Software. |
| Odoo Partner | An Odoo Partner is a third-party company or individual, chosen by the Customer, and working with the Customer for their Odoo related services. The Customer can decide at any time to work with a different Odoo Partner, or to work with Odoo SA directly (subject to prior notice). |
| Extra Module | An extra module is a directory of source code files, or a set of Python-based customizations created in a database (e.g. with Odoo Studio), that adds features or changes the standard behavior of the Software. It may have been developed by the Customer, by Odoo SA, by an Odoo Partner on behalf of the Customer, or by third parties. |
| Covered Extra Module | A Covered Extra Module is an Extra Module for which the Customer chooses to pay a maintenance fee in order to get support, upgrade and bug fixing services. |
| Bug | Is considered a Bug any failure of the Software or of a Covered Extra Module that results in a complete stop, error traceback or security breach, and is not directly caused by a defective installation or configuration. Non-compliance with specifications or requirements will be considered as Bugs at the discretion of Odoo SA (typically, when the Software does not produce the results or performance it was designed to produce, or when a country-specific feature does not meet legal accounting requirements anymore). |
| Covered Versions | The 3 most recently released major versions of the Software. A new major version is released once per year. |
| Subscription Plan | A Subscription Plan defines a set of Apps, features and hosting solutions covered by this Agreement, and is defined in writing at the conclusion of this Agreement. |
1. Covered Services and Support Hours
All service levels offer support from Monday to Friday, from 4:00 AM to 10:00 PM (Spain local time). The main support channel for all requests is the Partner's ticket portal, ensuring proper traceability and follow-up of each incident.
This SLA covers the following services (costs are established later):
- Technical Support: Assistance for the resolution of technical issues, bugs, and operational errors.
- Maintenance and Updates: Management of Odoo version updates, security patches, and bug fixes.
- Functional Consulting: Guidance on the optimal use of Odoo functionalities for the client's business.
- Customization and Development: Development of custom modules and specific adaptations (subject to a separate service plan).
This SLA does not cover problems arising from:
- Failures in the client's hardware or infrastructure.
- Errors caused by the improper use of the software by the client or their employees.
- Unauthorized changes or modifications to the Odoo code by third parties.
- Problems arising from third-party modules not implemented by the Partner.
2. Priority Classification
The Partner commits to complying with the following response and resolution times for requests, which will be classified by the Client according to their priority:
| Priority | Description | Initial Response Time Objective | Resolution Time Objective |
| High Priority (Critical) | Problems that completely prevent or block critical business operations (e.g., the system is down, orders cannot be processed, invoices cannot be issued). | 4 business hours | 24-48 business hours (a temporary solution will be sought if a definitive resolution requires more time). |
| Medium Priority (Important): | Problems that affect a key functionality but do not prevent work (e.g., a report is not generated correctly, an approval process is not working as expected). | 8 business hours | 2-5 business days |
| Low Priority (General): | Functional questions, minor enhancement requests, or problems that do not affect daily operations (e.g., questions about a field, interface suggestions, minor visual errors). | 24 business hours. | 5-10 business days or as agreed upon |
3. Payment Terms
All payments for support services and hour packages will be made in advance. The provision of services corresponding to paid plans will begin once payment has been confirmed. Failure to pay will result in the immediate suspension of the service.
Any detailed quote requested by the Client will have a cost of $50 USD, which will be billed separately.
4. Service Level Agreements
The Client can choose from the following service levels:
SLA 1: Critical Bug Support (Included)
- Covered Services: Exclusively bugs and critical errors.
- Cost: No additional cost for Odoo customers whose Odoo partner is EduWeb Group.
SLA 2: Functional and Usability Support
- Cost: $1500 yearly or $150 USD per month or its equivalent in euros at the applicable exchange rate. .
- Covered Services: Includes everything in SLA 1, plus assistance with functional and usability questions.
| What's Covered in SLA 2 (Included in Support) | What's Not Covered in SLA 2 (Excluded from Support) |
| Clear, helpful response: Provide a clear, helpful response that empowers the user to solve their issue. | Business or Strategic Advice: Guidance on how to run a business, specific marketing strategies, or financial advice. |
| How-to Questions: Simple inquiries about how to use a feature or complete a task within the software. | Customization or Development: Creating custom code, building new features, or modifying the software's core functionality for a specific user. |
| Feature Clarification: Explanations of what a particular feature does or what its intended purpose is. | Training or Onboarding: Comprehensive sessions to teach new users how to use the entire software. |
| Best Practices and Recommendations: Suggestions on the most efficient ways to perform common tasks within the application. | Third-Party Software Issues: Problems originating from external software, web browsers, or a user’s internet connection. |
SLA 3: Full support for Customizations and Customized Extra Modules
Services for Covered Extra Modules are charged based on the number of lines of code in these modules. When the Customer opts for the maintenance of Covered Extra Modules, the charge is a monthly fee per 100 lines of code (rounded up to the next hundred), as specified in writing at the conclusion of the Agreement. Lines of code will be counted with the cloc command of the Software, and include all text lines in the source code of those modules, regardless of the programming language (Python, Javascript, XML, etc.), excluding blank lines, comment lines and files that are not loaded when installing or executing the Software.
When the Customer requests an upgrade, for each Covered Extra Module that has not been covered by a maintenance fee for the last 12 months, EduWeb may charge a one-time extra fee for each missing month of coverage.
- SLA3 Cost: 144 USD x 100 code lines outside Odoo and EduWeb codes subscriptions yearly or 15 USD per month code lines unlimited code support and upgrading
Third party modules
The support for third party modules includes installation, and revision of collision with existing or future modules.
EOn the Odoo version upgrades EduWeb in not responsible for the development of the upgraded version and the migration script. it’s expected that the author of the third party module creates these developments.
- Per third party app module the cost is 100 USD yearly or 10 USD monthly.
SLA 4: Consulting (Success Pack)
- Acquisition: Acquired through a "Success Pack" of hours for consulting and development.
- Covered Services: Consulting and development hours for process optimization, advanced training, and custom implementations.
- Response Times:
- Critical Priority: 4 business hours.
- Medium Priority: 8 business hours.
- Low Priority: 24 business hours.
5. Request Procedures and Responsibilities of the Parties
- Support Request Procedures: All support requests must be submitted through the following channels to ensure proper logging and follow-up:
- Main Channel:: Ticket/Help Desk System (Partner's Client Portal).
- Email: support@eduwebgroup.com (a ticket is created automatically).
- Unsupported Channels Support requests will NOT be processed by phone or instant messaging applications (such as WhatsApp), unless it is a critical case previously agreed upon by both parties.
- Partner Responsibilities: To provide technical and functional support, keep the client's platform updated (if they manage the hosting), and assign a dedicated account manager.
- Client Responsibilities: o designate a key contact or "super-user" to manage support requests. To provide a clear and detailed description of each problem, including screenshots and steps to replicate the error. To not make unauthorized changes to the Odoo platform's configuration or code without the Partner's consent.
6. Intellectual Property and Repository Policy
This section is governed by the Spanish Intellectual Property Law.
- Repository Ownership: The project repository will be the property of EduWeb, S.L., unless the Client specifies otherwise in writing before installation.
- EduWeb Modules: EduWeb's proprietary modules are installed as submodules to facilitate corrections and updates. EduWeb will not provide access to their original repositories.
- Change of Partner: If the Client changes partners and requires the submodules to be converted into folders, the cost will be $495 USD per module.
- Third-Party Access: If the Client hires an external developer, EduWeb will charge $50 USD per GitHub user per month for read-only access to the submodules' repositories.
7. Data Protection and Confidentiality
The parties commit to complying with data protection regulations, including the General Data Protection Regulation (EU) 2016/679 (GDPR) and the Spanish Organic Law 3/2018 (LOPDGDD). EduWeb, S.L. will act as the data processor of the Client's personal data with the sole purpose of managing, diagnosing, and resolving incidents.
8. Limitation of Liability
EduWeb, S.L. is not responsible for any functional or performance failures caused by third-party modules, non-original Odoo modules, or any development not carried out by EduWeb or not covered by SLA3.
If an incident is related to a third-party module, an initial cost of $50 USD will be applied for the diagnostic time. If the resolution exceeds half an hour, a quote will be provided for the solution.
Version upgrades performed by third parties: If a developer external to the Partner performs an Odoo version upgrade, that developer will be responsible for carrying out all necessary functional tests in a testing environment. EduWeb is not responsible for any malfunction, bug, or performance issue resulting from such a version upgrade.
8. Odoo Version Upgrade Policy
- For customers without SLA 3: Odoo version upgrades are not included in the cost of support services and will be quoted separately.
- However, for clients who only use original Odoo modules or modules developed by EduWeb, a free version upgrade will be offered every two Odoo versions.
- If the client has custom or third-party modules, EduWeb will be responsible for estimating and quoting the cost of the version upgrade.
9. Applicable Law and Jurisdiction
This agreement shall be governed and interpreted in accordance with Spanish law. In the event of any conflict or discrepancy, the parties shall submit to the mediation and arbitration of the Official Association of Computer Engineers of the Community of Madrid.
10. Signatures
By signing this document, both parties accept the terms and conditions of the selected service level.
| For the Partner (EduWeb, S.L.): | For the Client: |
| [Representative's Name] | [Representative's Name] |
| [Position] | [Position] |
| [Date] | [Date] |