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Brit Mansell

This is just a general question regarding expectations with support tickets. 

Our Enterprise (Odoo.sh) database has been inaccessible due to a licensing issue (original subscription was closed by our sales rep and new one created for the Odoo.sh account). Now, I don't have any subscriptions to renew in our Odoo account.

Regardless of the issue, I submitted a ticket on friday with all of the details and still have not received a response. Obviously if we are to run our entire business through Odoo we need more responsive help with issues such as licensing that we cannot control.

I have since submitted an additional ticket and reached out through Whatsapp chat. Still nothing. I have also emailed our sales rep who canceled the first subscription.

Is three days common for not receiving a response on emergency issues such as this?

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Niyas Raphy (Walnut Software Solutions)
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Hi,
You didn't received any response as it is due to the weekend, but i agree, in such cases there should be a quick support available.

In the support page:  https://www.odoo.com/help , there is some emergency lines added:



Not sure, if you tried reaching in this numbers.


Thanks

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Brit Mansell
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Thanks, Niyas. Unfortunately, if there is no support over the weekend, that is a huge issue as our business runs over the weekend. Our enterprise isn't cheap. Surely there are enough enterprise customers to cover the cost of weekend support staff.

I did leave a message on the America phone number, but never received a call back.