What to Expect After Your ERP Goes Live - Support & Maintenance
Going live is a milestone, not the finish line. After your Odoo system launches, Unisolva continues to support your ERP through ongoing maintenance, updates, issue resolution, and optimization. This article explains what to expect in the weeks and months following go-live.
The First 2 Weeks - Hypercare Period
Immediately after go-live, Unisolva provides elevated support called the hypercare period:
- Priority response times - your tickets are treated with high priority regardless of their technical severity
- Proactive monitoring - Unisolva monitors system performance, error logs, and user activity to catch issues before they escalate
- Daily check-ins - a Unisolva team member checks in with your project lead to address questions or concerns
- Quick adjustments - minor workflow tweaks, field additions, or permission changes are handled immediately
- Bug fixes - any issues discovered during real-world use are resolved as top priority
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???? Tip Encourage your team to report anything that feels wrong or confusing during the hypercare period - even small issues. It is much easier to fix workflow problems in the first two weeks than three months later when workarounds have become habits. |
Ongoing Support
After the hypercare period, your ERP enters standard support. Unisolva’s ongoing support includes:
- Technical issue resolution - bugs, errors, and system problems are investigated and fixed
- Configuration changes - adding new users, adjusting workflows, activating additional modules
- Performance monitoring - Unisolva monitors server health, database performance, and response times
- Security updates - Odoo security patches are applied promptly to protect your data
- Backup management - daily automated backups are verified and available for restore if needed
How to request support
- Log in to my.unisolva.com
- Go to Support > Open Ticket
- Select ERP Services as the category and describe your issue or request
- Include screenshots, error messages, or the steps to reproduce the problem
- Unisolva responds within the SLA timeframe based on ticket priority
SLA Response Times for ERP Support
|
Priority |
Response Time |
Resolution Time |
Example |
|
Critical |
1 hour |
4 hours |
System down, all users unable to access Odoo |
|
High |
4 hours |
8 hours |
A key module is malfunctioning, affecting daily operations |
|
Medium |
8 hours |
48 hours |
A report is generating incorrect data; workaround available |
|
Low |
24 hours |
72 hours |
Feature request, cosmetic issue, or non-urgent configuration change |
|
???? Note SLA response time is the time until a Unisolva engineer acknowledges your ticket and begins investigation. Resolution time is the target for delivering a fix or workaround. Complex issues may require extended timelines - Unisolva communicates progress throughout. |
System Updates & Upgrades
Odoo releases updates regularly. How updates are applied depends on your hosting option:
Security patches
- Applied by Unisolva as soon as they are released by Odoo S.A.
- No action required from you - patches are applied during low-activity hours
- You are notified if a patch requires a brief maintenance window
Minor updates (bug fixes, improvements)
- Tested by Unisolva in your staging environment before applying to production
- Applied during a scheduled maintenance window with advance notice
- Your approval is required before production updates are applied
Major version upgrades (e.g., Odoo 17 → 18)
- Major upgrades are significant projects - Unisolva plans these carefully
- A full compatibility assessment is performed on your custom configurations and third-party apps
- The upgrade is tested end-to-end in a staging environment
- You sign off before the production upgrade proceeds
- On Odoo.sh, the automated upgrade tool handles much of the technical work; on Unisolva infrastructure, the team manages it manually
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⚠️ Warning Never attempt a major Odoo version upgrade on your own. Custom modules, data structures, and integrations must be validated before upgrading. Always work with Unisolva for version upgrades. |
Requesting New Modules or Customizations
As your business evolves, you may need to expand your Odoo system. Common post-launch requests include:
- Activating a new module (e.g., adding Manufacturing after initially deploying Sales and Inventory)
- Custom reports or dashboards
- Workflow automation (e.g., auto-assign leads, auto-generate purchase orders)
- Integrations with third-party systems (payment gateways, shipping providers, external APIs)
- Additional user training for new hires or new modules
To request any expansion, open a support ticket at my.unisolva.com describing what you need. Unisolva provides a scope assessment and quote before any work begins.
Verify It Worked
- You know how to open a support ticket for ERP issues at my.unisolva.com
- Your team has been through the hypercare period and is comfortable with daily operations
- You have received confirmation that automated backups are running successfully
- Security patches are being applied - check with Unisolva if unsure
- You know who your designated Unisolva ERP contact is for escalation
Related Articles
- Introduction to ERP with Unisolva - Odoo Community vs. Enterprise
- How Unisolva Implements Your Odoo ERP - The Go-Live Process
- Getting Started with Your Odoo System - First Steps for New Users
- How to Open and Manage a Support Ticket (Support & SLA category)
- Understanding Unisolva’s SLA - Response and Resolution Times (Support & SLA category)
