Odoo support and AMS with contracted SLA
Post-go-live Odoo maintenance and support on a subscription, with a block of hours and an SLA agreed by contract. We cover both functional and technical: incident handling with L1–L3 levels, continuous improvements, version upgrade management, monitoring and administration. We operate from Monterrey, Guadalajara and Texas in the Central (CST) time zone, under the ITIL framework and processes aligned to CMMI Level 2.
Odoo support and AMS (Application Management Services) is the subscription service that keeps your ERP stable, up to date and continuously improving after go-live.
It is not just "firefighting": we combine a help desk with L1 to L3 support tiers, corrective and evolutionary maintenance, disciplined management of version upgrades, instance monitoring and technical administration. We work with a monthly block of hours and SLAs agreed by contract, across Odoo Community, Enterprise and Odoo.sh.
The code and configuration are 100% yours from day one.
Six operational reasons, zero adjectives
The code is yours from day one
Repos in your name, documented CI/CD and zero vendor lock-in. If you leave tomorrow, you take it all, running.
WhatsApp API with an official provider
We are a Meta Tech Provider: your WhatsApp Business API line with no middlemen, and chatbots wired to your ERP.
Sprint delivery, CMMI 2 processes
A working demo every two weeks and measurable progress. No "it’s 80% done" without something you can click.
AI applied to your operation
LLM agents, RAG over your data and process automation — the same practice we use to run iTech itself.
Real nearshore: Texas + Monterrey
Legal entity in the U.S. (iTech Corp, Texas), contracts under U.S. law, same CST time zone and USMCA.
ERP with CFDI 4.0 invoicing
We implement Odoo with integrated SAT stamping (PAC), client portal and reconciliation — a full operation, not just software.
When you need it
What the service includes
Help desk with L1–L3 levels
A single point of contact for your Odoo users with structured escalation: L1 receives and classifies, L2 resolves functional and configuration incidents, and L3 handles the most complex cases (Python/XML development, custom modules, REST/XML-RPC integrations and technical administration).
SLAs agreed by contract
We define service levels by priority (P1/P2/P3) and target response and resolution times together. They are configurable models based on the criticality of your operation and the contracted coverage — agreed before we start and tracked in the reports; they are not a fixed number we invent for everyone.
Corrective and evolutionary maintenance
Corrective: resolving incidents and errors in production. Evolutionary: continuous improvements, new reports, fields, automations, changes to your custom modules and small developments, prioritized in a visible backlog and worked under change management.
Version upgrade management
Evaluation and controlled application of Odoo updates: security patches and fixes, and planning of upgrades between major versions (e.g. 17 to 18) adapting your custom modules, with testing in a non-production environment before promoting to production.
Instance monitoring
Monitoring of availability, scheduled jobs (crons), interfaces, performance, storage and key processes such as CFDI stamping, to detect and address deviations before they turn into an outage. Applies on Odoo.sh or your own infrastructure.
Subscription with a block of hours
The service runs as a monthly subscription with a block of hours sized to your demand; consumption is reported transparently and the block covers both corrective and evolutionary support, without billing for surprises outside of scope.
How we work
1Operational assessmentDeliverableinstance diagnosis and risk map
We assess the current state of your Odoo: edition and version, custom modules, integrations, incident history and pain points, to size the block of hours and the SLA with real data.
2Service design and SLAsDeliverableagreed service agreement (SLA) and operating model
We define the service catalog, priority levels and target SLAs, the size of the block of hours, the hours of coverage, the ticketing tool and the escalation paths together.
3Transition and knowledge transferDeliverableknowledge base and operating runbooks
A shadowing period where our team absorbs knowledge from the current team or vendor and documents the operation and custom modules before taking over responsibility.
4StabilizationDeliverablestabilization backlog resolved and an instance health baseline
We first tackle recurring incidents, silently failing jobs and the most painful technical debt, to bring ticket volume down before entering the continuous-improvement rhythm.
5Continuous operation and improvementDeliverablemonthly service report and evolutionary backlog
Production support with the L1–L3 help desk, periodic reports on block-of-hours consumption, SLA compliance tracking and an improvement backlog prioritized by business impact.
6Review and version managementDeliverableupgrade plan and agreed service adjustments
Periodic service reviews to adjust the SLA and block of hours, and planning of Odoo version updates (security patches and major upgrades) tested in non-production.
Tech stack
The tools and platforms we build it with — chosen for your problem, not for hype.
Frequently asked questions
Can't find your question? Talk to an engineer — no sales script.
Contact us →How do you bill the service? Is it a block of hours?
Yes. Support and AMS runs as a monthly subscription with a block of hours sized to your demand. The block covers both corrective support (incidents) and evolutionary support (improvements, reports, automations, changes to your modules). The scope, coverage and the way consumption is measured are defined in the contract before we start, and we report consumption transparently; we do not bill for surprises outside of scope. For more critical operations we can also agree on a fixed team and SLA scheme.
How do SLAs work and what response times do you offer?
We work with SLAs configured by contract, differentiated by priority (P1 system down or critical process stopped, P2 functionality affected with impact, P3 inquiry or improvement). Target response and resolution times are not a fixed number for everyone: we agree them with you based on the criticality of your operation and the contracted hours of coverage, and we track them in the service reports.
What exactly does Odoo AMS support cover?
It covers an L1–L3 help desk, corrective maintenance (incidents and errors in production) and evolutionary maintenance (improvements, reports, fields, automations and changes to your custom modules), version upgrade management, instance monitoring and technical administration. It applies on Odoo Community, Enterprise and Odoo.sh. It is not support for non-Odoo infrastructure or for other platforms.
Do you support an Odoo you did not implement?
Yes. We take over Odoo installations you inherit from another vendor or that were implemented in-house. We start with an assessment to document the current state, custom modules, integrations, gaps and risks, and from there we propose a stabilization and transition plan with knowledge transfer. We operate under the ITIL framework and processes aligned to CMMI Level 2, so the operation is documented and stops depending on a single person.
What are your hours of coverage?
We operate from Monterrey, Guadalajara and Texas in the Central (CST) time zone, which gives us a support window shared with clients in Mexico and the United States. Depending on the contract we offer business hours, extended hours or broader coverage for operations with critical off-hours processes; the specific coverage is agreed during service design.
What happens if I don't use the whole block of hours in a month?
How unused hours are handled is made clear in the contract before we start: depending on the agreed scheme they can roll over to a following period within a defined window, or be used to bring forward improvements from the evolutionary backlog. The idea is for the block to be spent on value for your operation —corrective or evolutionary—, not lost without transparency. We report consumption every month so you always know where the hours went.
The packages, with published pricing
- Arranque Odoo $29,900You are coming from Excel and want to get CRM, sales, purchasing and inventory in order before dealing with tax compliance.
- Fiscal Esencial $44,900RESICO individuals, RESICO companies up to $35M, or Title IV individuals with income below $4,000,000.
- Empresa MX $89,000Companies under the general tax regime, or Title IV individuals with income from $4,000,000: those required to file electronic accounting and DIOT.
- Empresa MX · Odoo.sh $98,000General tax regime with at least one of the five triggers: retailer addenda, payroll inside Odoo, your own PAC, an accountant on Contpaq, or selling on Mercado Libre.
- Comercio MX $139,000Retail and commerce selling on the floor and online, needing to invoice both.
Plus VAT. You pay the Odoo license directly to Odoo, not to us. Which one applies depends on your tax regime, not your size.
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