Skip to main content
Book a consultation

Service Level Agreement

Standard Odoo covers most of what a manufacturer needs. But every production environment has specifics. A scheduling rule, a quality workflow, a shop floor display, where standard falls short. Avalah’s development team builds those missing pieces as clean, maintainable Odoo modules that grow with your system instead of fighting against it.

Response Time Commitment

Guaranteed Response Times for Your Production Environment.

Our SLA gives you a defined, measurable commitment. When you submit a support ticket, you know exactly how fast we will respond based on the severity of the issue. The monthly SLA fee covers response time guarantees and prioritisation in our support queue. All actual work on support tickets, including analysis, troubleshooting, configuration and development, is billed separately on a time and materials basis.

How it works

The SLA defines how support is delivered, including availability, response times, and how requests are prioritised.

Ticket Priorities

Every ticket is classified by business impact:

P1 — Critical: system down or business-critical process not working

P2 — Serious: key functionality impaired, but a workaround exists

P3 — Low: user guidance, minor defects, improvement requests

 

Three Response Tiers

  • Critical

    • Standard: 8 hours
    • Priority: 4 hours
    • Critical: 2 hours

  • Standard

    • Standard: 1 business day
    • Priority: 8 hours
    • Critical: 4 hours

  • Low priority

    • Standard: 5 business days
    • Priority: 3 business days
    • Critical: 2 business days

Response times are measured during service hours only. The clock stops while we are waiting for your input, access, or a decision, or when the issue depends on a third-party service.

Service Hours

Support is available on business days (Monday to Friday), 09:00–17:00 local time. Weekend and public holiday coverage for critical issues is available as an add-on with our highest tier.

 

Weekend and Holiday Add-On

Available together with the Critical tier. Covers P1 response on weekends and public holidays during 09:00–17:00 local time. P2 and P3 tickets are handled starting the next business day.

Time and Materials Billing

The SLA fee does not include working hours. All ticket related work is billed on a time and materials basis, and this includes acknowledgement, triage, communication, analysis, troubleshooting, configuration changes, development, deployment and data correction. Minimum charge per ticket is 12 minutes.

Planning is a continuous cycle, not a one-time event. It requires constant monitoring and adjustment. No single strategy guarantees success—effective manufacturing relies on adaptable plans and real-time insights.

— Eliyahu M. Goldratt

 

 

Course Specifications & Pricing

  • Scope 5 academic hours total (including 2.5 hours of independent work and practical assignments)
  • Objectives To enhance critical thinking skills and apply theoretical knowledge in practical scenarios.
  • Assessment Participants will be evaluated through project submissions and peer feedback.
  • Grading Criteria The grading will be based on creativity, execution, and adherence to guidelines.
  • Investment €300 + VAT per participant

Integrations

 

Item content here
Item content here
Item content here
Item content here

Cargoson is a cloud-based transport management platform that centralizes all your logistics data—price sheets, transit times, tracking, documents, statistics and notifications—into a single web and mobile dashboard. No more juggling carrier portals or endless email threads: every shipment detail is at your fingertips. cargoson.comcargoson.com

Key Benefits:

  • Incorporate demand forecasting for accurate production schedules.
  • Optimize resource allocation to reduce bottlenecks and waste.
  • Implement real-time monitoring for proactive adjustments.

Item content here

 

Take the uncertainty out of support.

 

With clear response times, defined priorities and transparent billing, you always know what to expect. Our support model gives you full visibility into how work is handled and what it costs, so you can keep your operations running smoothly and scale with confidence.

Complete Accounting Service*
€660 /month
  • Implement real-time monitoring for proactive adjustments.
  • Implement real-time monitoring for proactive adjustments.
  • Implement real-time monitoring for proactive adjustments.

Jump to other services

Process mapping Read more
Implementation Read more
Development Read more
Odoo Training Read more
Odoo Upgrades Read more

Jump to other solutions

Manufacturing Forecasting Read more
Sales Forecasting Read more
Purchase forecasting Read more
Integrations Read more
Estonian Localization Read more
Konfoo Read more
APS 4 Manufacturing Read more

Considering new ERP for your Factory?

We offer a 30-minute introductory call to review your current setup and discuss how we can help. No preparation needed — just bring your questions.

Book a Consultation

We offer a 30-minute introductory call to review your current setup and discuss how we can help. No preparation needed — just bring your questions.