Support unlocked: Discover the Odoo way

This session takes a behind-the-scenes look at Odoo Support, explaining how our teams operate and how we deliver assistance to both customers and partners. We will explore what makes Odoo Support different from traditional customer service organizations, considering both the employee perspective and the customer experience. The presentation will begin with a brief overview of Odoo’s service offering and where Support fits within the broader organization. It will then clarify the distinction between Success Packs and Support, before explaining how the Support team works on a daily basis, including the scale of our global organization and the number of support engineers across Odoo offices. We will also cover the scope of our coverage, available 21.5 hours a day, six days a week, and walk through the different ways users can reach us, including phone, live support, and ticketing. Finally, the session will highlight Odoo’s preventive support approach and how it helps customers avoid issues before they impact their business. By the end of the session, attendees will have a clear understanding of how Odoo Support is organized, how we collaborate internally, and how we provide a responsive and proactive support experience to our customers and partners worldwide.