Service Level Agreement
Technical Support Performance Standards & Commitment
What This Agreement Covers
This Service Level Agreement defines how ITSYS prioritizes, responds to, and resolves technical support requests for Odoo ERP implementations — ensuring your business operations remain on track.
Priority Levels
Fastest Response
Critical Action SLA
Understanding Severity
Severity measures how serious an incident is and the urgency required to resolve it.
Major System Failure
The system or a core Odoo module is completely non-functional. Business operations are at a standstill. Immediate escalation and response is required.
Service Degradation
Core services are partially impaired or degraded. Key business functions are affected, but limited workarounds exist. Quick-to-standard response required.
Minor Impact
A fault exists but day-to-day business operations are largely unaffected. A workaround or manual process is available. Scheduled resolution is acceptable.
Understanding Business Impact
Impact measures how broadly a fault or failure is affecting your ability to operate.
Entire Business Affected
- Entire company or all critical services impacted
- No workaround or manual process available
- Revenue / operations at risk
Partial Business Degradation
- Some services affected — not fully blocking operations
- Workaround or manual process is available
- Client can still partially operate
Minimal Disruption
- Problem exists but day-to-day impact is negligible
- Significant processes remain unaffected
- Manual alternatives are available
Response Priority Matrix
How Severity × Impact determines the response priority level for every support ticket raised.
| High Impact | Moderate Impact | Low Impact | |
|---|---|---|---|
| High Severity | P1 — Emergency | P2 — Quick Response | P3 — Normal Response |
| Moderate Severity | P2 — Quick Response | P3 — Normal Response | P4 — Low Response |
| Low Severity | P3 — Normal Response | P4 — Low Response | P5 — Scheduled Maint. |
SLA Response Time Matrix
| Priority | Type | Receipt Notification | Actionable Response | Contract |
|---|---|---|---|---|
| P1 — Critical | Emergency | Within 60–120 Minutes | Within 4 Business Hours | Monthly / Yearly |
| P2 — High | Quick Response | Within 120–180 Minutes | Within 6 Business Hours | Monthly / Yearly |
| P3 — Moderate | Normal Response | Within 3–4 Hours | Within 8–12 Business Hours | Monthly / Yearly |
| P4 — Low | Low Response | Within 2 Business Days | Within 3 Business Days | Monthly / Yearly |
The 5 Priority Levels Explained
From Ticket to Resolution
Log Request
Client submits ticket via ITSYS Helpdesk portal
Receipt Notify
Client receives written acknowledgment + analyst
Classify
Support team evaluates severity & impact level
Action & Fix
Business Analyst works on resolution or interim fix
Assign Priority
Priority P1–P5 assigned based on matrix
Progress Reports
Regular updates sent to client until fully resolved
Hours, Coverage & Escalation
Tier 1 – Helpdesk Analyst
Initial receipt, classification, basic fixes
Tier 2 – Senior BA / Dev
Complex issues, configuration, module fixes
Tier 3 – Lead Architect
System-level issues, Odoo vendor coordination
Tier 4 – Vendor / Odoo SA
Core platform bugs requiring official patch
Monthly SLA Performance Dashboard
ITSYS provides clients a monthly performance report tracking compliance against agreed SLA targets:
SLA Compliance Rate
Target: ≥ 95%
Avg. P1 Response Time
Target: < 60 min
First-Call Resolution
Target: ≥ 70%
Client Satisfaction
Target: ≥ 4.0
Beyond SLA — Our Service Commitments
Proactive Monitoring
ITSYS monitors critical Odoo modules and alerts clients before issues become P1 emergencies. Prevent downtime before it happens.
Priority Client Portal
All contract clients receive access to a real-time ticket dashboard — track your requests, response times, and resolution status live.
Quarterly Business Review
Every quarter ITSYS delivers a performance review session: SLA compliance, recurring patterns, and Odoo optimization recommendations.
Knowledge Base Access
Contract clients get exclusive access to ITSYS Odoo solution library — FAQs, how-to guides, and common issue resolutions.
What We Need from You
✓ ITSYS Commits To
- Respond within agreed SLA timeframes
- Allocate qualified BA to every ticket
- Provide interim fixes for P1/P2 immediately
- Keep client updated with progress reports
- Escalate unresolved issues proactively
- Deliver monthly SLA performance report
⟳ Client Should Provide
- Log all requests via ITSYS Helpdesk only
- Provide clear, accurate issue description
- Give access to affected system/environment
- Designate a point of contact for each request
- Respond to ITSYS queries within 24 hours
- Inform ITSYS of any planned downtime or changes
Our Commitment to You
ITSYS pledges to be a reliable, responsive, and proactive Odoo support partner. Every ticket matters. Every minute of downtime costs your business. We treat your priorities as our own.
Contact Support