Support Policy

SeventyThreeLines Development Pvt. Ltd. provides free support for a duration of 90 days if a customer reports an issue through our support ticket system and if we recognize that the issue is arising due to our Odoo App.

Please refer to the following terms and conditions carefully :

Availability:

We are committed to providing you with the highest levels of support, and our support services can be availed online from 10:00 AM to 07:00 PM IST on all weekdays (Monday to Friday). We do not provide support services on weekends (Saturday & Sunday) and public holidays.

For support-related queries, please use our ticket system for a faster response. We provide free email-based support to our members on setup and basic aspects of the App / Theme. For any other query, you can ask us through our ticketing system.

We are constantly working to improve our services and respond to your feedback. You can expect a response within 48-72 hours during working days.

Access Rights:

We'd love to help you and provide you with assistance via a Support Ticket. Please provide us with all the information we need, including your Odoo login details, website URL, server access details if they apply, and any other files that might help us resolve.

Please provide full access rights to SeventyThreeLines Development Pvt Ltd. for all the systems and servers that are necessary in order to analyze and resolve your support request.

We do not offer direct support through TeamViewer or any similar software. Please contact us using our online form, email, or phone!

Compatibility:

Our Odoo Apps are fully compatible with Odoo Community & Odoo Enterprise. The apps have been built with the latest versions of their software, providing you with a hassle-free experience, which will help you to save time and money by reducing training time and costs.

We do not provide support for third-party services/apps/themes if they are not part of our platform. If you use our app and face an issue that results due to the third-party services/apps/themes, please email us at [email protected] and we will try to resolve it with under paid support services.

We will update our app to coincide with the new release. If a third-party service updates its version/API and it affects the existing features of the app, we will:

Provide a free update but a time of our choice.
We provide paid support if you need it urgently.

Updates & Upgrades:

If our app does not work for the latest sub-version of Odoo, we will make the app compatible at no additional cost. If you would like to upgrade your existing copy of the app, please contact us for support.

Starting version 12, every version of the app will be sold separately. Free Upgrades will not be provided.

Our Free Support Services do not include the following:

Configuration & Setup of the purchased app
App Customization
Fixing faulty installation
Modifying existing features of the app if it doesn’t match your expectation/needs
Fixing issues/errors caused by the modification of our app that is not done by us
Providing support when the cause of the issue is unknown
Fixing any issues if your Odoo is not updated to the latest sub-version
Installation of the purchased app
Resolving misconfiguration issues
Fixing compatibility issues
Fixing issues arising due to Odoo’s bug/default behavior
Training on how to use the app
Fixing Server related issues
Fixing an issue that does not arise in the default Odoo environment
Fix issues that arise due to missing operating system libraries