An ERP system is the heart of any business. For companies that use Odoo every day, it’s no longer just an accounting tool, it’s an ecosystem of processes, people, and decisions that directly affects efficiency and the speed of decision-making. That’s why ERP requires ongoing support, regular monitoring, and a deep understanding of the business context.
In this article, Yaroslav Husar, Head of Support at SelfERP, and Oleksii Lytvynov Customer Support Analyst at SelfERP shares key challenges and principles of maintaining Odoo ERP. Also they explain in simple terms how ERP support works, what ensures system stability, and how effective maintenance helps optimize business processes.
Main Challenges of ERP Support
Supporting an ERP system goes far beyond technical work. It’s about constantly balancing system stability with the evolving needs of the business. Let’s take a closer look at the most common challenges support teams face.
The Complexity of the System Architecture
Odoo consists of two main layers:
- Frontend – the user interface employees work with.
- Backend – the hidden part that handles business logic, data processing, and functionality.
Because these layers are tightly connected, even a minor issue in one can affect the other. That’s why ERP support requires not only deep technical knowledge but also an understanding of the client’s business logic and workflows.
Risks During ERP Updates
Every new Odoo version brings useful features and improvements. However, updates also carry the risk of incompatibility with existing processes or custom modules.
Updating ERP is not just about pressing the “Update” button, it requires careful testing to understand how changes will impact users’ daily work and overall system stability.
Choosing the Right Hosting Option
Odoo can be hosted in several ways, each with its own pros and cons:
- Cloud Hosting (SaaS). A ready-to-use solution that doesn’t require technical maintenance. Ideal for companies that want to focus on business, not infrastructure.
- On-Premise (Self-Hosted). Best for companies that need full control over their data and system configuration. Offers maximum flexibility, but requires internal technical expertise.
The right hosting option depends on each company’s needs and resources, it’s about finding the right balance between convenience, control, and available support capacity.
Balancing Customization and Standardization
The more customizations a system has, the harder it is to maintain. Excessive modifications can cause problems during updates or when adding new modules.
A balanced approach works best: rely on Odoo’s standard functionality where possible, and customize only when it truly adds business value.
The Human Factor
ERP systems work effectively only when users understand how to use them. Regular instructions, training videos, and continuous learning help reduce errors, improve productivity, and ensure stability across business processes.
Core Principles of Effective ERP Support
Proper support is key to keeping an ERP system stable and reliable. Proactive maintenance prevents disruptions, saves team time, and ensures smooth operations.
Here are the essential principles behind high-quality ERP support:
- Monitoring and Prevention. Good support is not just about fixing issues — it’s about detecting and preventing them early.
- Fast Response. In case of technical issues, every minute counts. Downtime costs far more than the issue itself.
- Business Understanding. True support goes beyond system mechanics. It requires knowledge of the client’s business processes to offer relevant, effective solutions.
- Clear Communication. Technical details should always be explained in plain language that business users can understand.
- Flexibility. Every company is unique, so support must adapt to specific requirements and workflows.
Prompt, professional ERP support ensures stability, efficiency, and ongoing business growth.
How ERP Support Works in Odoo?
Even the best ERP system needs proper maintenance. Here’s how Odoo provides support and what’s included in different service levels.
Official Odoo Support
Odoo offers several support levels depending on the system version and subscription type. It’s important to note that official support covers only standard modules — while custom developments, third-party integrations, and server administration remain the company’s responsibility.
Support options
Odoo Enterprise Support
For Enterprise users, Odoo provides unlimited support for both current and previous versions. This includes:
- User assistance and consultations
- Rights and access configuration
- Bug fixes and security patches
- Help with cloud-based platforms such as: Odoo Online – a fully managed cloud version with private databases for production or testing, requiring no server setup. Odoo.sh – a developer-friendly cloud platform that allows teams to deploy, test, and manage their own Odoo instances with access to code, modules, and Git.
- Unlike Odoo Online, Odoo.sh allows full technical modifications, installation of custom modules, and automated updates (more details in our Odoo FAQ).
- Automatic updates are available for Odoo Online (every 2 months or once a year, depending on the version), and extended support is provided for Odoo.sh and On-Premise users.
Odoo Community Support
For Odoo Community Edition users, support is provided by volunteers or through self-service. Companies are responsible for setup, updates, and troubleshooting.
In short, Odoo’s official support ensures system stability and uptime, but it’s limited to standard modules. For custom solutions or on-premise environments, businesses need additional technical assistance — either from internal teams or certified partners.
SelfERP Support
For clients using SelfERP’s products and implementations, several levels of monthly subscription are available to ensure reliable and comprehensive Odoo maintenance.
Each subscription includes:
- The ability to submit support requests through approved communication channels
- A guaranteed response acknowledgment time and first-reply SLA, depending on issue priority
- Continuous service availability, regardless of staff rotation or changes within the support team
Support Options
- Paid Support Plans provide fast responses to minimize downtime and ensure the stability of implemented features.
Self-ERP’s support guarantees smooth and productive ERP operations — helping companies maintain stability and focus on growth.
How to Request Support
If you need assistance, you can:
- Submit a request through the dedicated form on our website
- Email us at Support@self-erp.com
Yaroslav Husar, Head of Support at SelfERP
Oleksii Lytvynov Customer Support Analyst at SelfERP
Learn more on our website. If you’d like to get a consultation about Self-ERP support options, simply fill out the form — and our managers will contact you shortly.