Esrap Odoo Module Maintenance Service Terms
These terms apply to maintenance services related to Esrap Odoo add-on modules. Last updated on 17.05.2026
1. Purpose and Scope
Software maintenance helps keep an Esrap Odoo module reliable and usable after deployment. The service is designed for customers who want module-related bug fixes, improvement requests, custom development needs, and user support questions to move through a clear workflow instead of being handled ad hoc.
These terms apply to maintenance services ordered together with an Esrap Odoo add-on module or separately by agreement. If a separate written agreement exists, that agreement prevails in case of conflict.
These terms are intended primarily for business customers who use the maintenance service in their economic or professional activities. If the maintenance service is provided to a consumer within the meaning of applicable law, these terms apply only to the extent that they do not limit the consumer's mandatory statutory rights.
2. Definitions
Maintenance service means handling module-related bugs, improvement requests, custom development requests, and user support questions within the scope described in these terms.
Bug means a case where existing agreed module functionality does not work as expected.
Improvement request means a request to change or improve existing functionality.
Custom development request means a need for customer-specific new functionality, integration, or workflow development.
Production environment means the customer's Odoo environment used for live business operations.
Test environment means a development, test, staging, or other non-production environment.
Business day means an Estonian business day, excluding public holidays.
3. Service Content and Working Hours
- bug registration, assessment and fix handling;
- improvement request registration and review;
- receipt and initial assessment of custom development needs;
- technical and user support for module users.
The goal is to keep the module usable, make issues visible early, and ensure that necessary changes move forward through a structured development process.
Unless the order or a separate agreement states otherwise, the maintenance service is provided on Estonian business days during normal business hours. 24/7 standby, weekend support or emergency response applies only under a separate written agreement.
4. Service Limits
- implementation of new features or customer-specific custom development;
- fixing issues in Odoo standard modules, third-party modules, or external services;
- issues caused by customer-made code changes, configuration changes, or integrations;
- data migration, major configuration changes, implementation work, or training programmes;
- server, hosting, backup, recovery, or cybersecurity administration unless separately agreed;
- major Odoo version upgrades or platform migration projects.
Reviewing an improvement request or custom development request may be included in the maintenance service, while implementation is carried out according to a separately agreed development plan, offer, or project timeline.
5. SLA, Priorities and Handling Times
The timelines start when the customer has provided enough information to process the request. If additional information, access, or confirmation is needed to reproduce or assess the issue, the timeline may be extended by the time it takes to receive the customer input.
Esrap may prioritise requests based on impact and urgency. Critical impact means that a core module function is not usable in the production environment and there is no reasonable workaround. High impact means a significant workflow disruption where work can continue with a workaround. Medium impact means a limited usability or single-workflow issue. Low impact includes questions, minor improvement requests and cosmetic issues.
| Activity | Timeline or target |
|---|---|
| Initial response | Within 2 business days |
| Bug registration | Within 3 business days |
| Fix, workaround or action plan for a confirmed Esrap module bug | Target within 10 business days |
| Improvement request review | Within 5 business days |
| Improvement request implementation | According to the agreed development plan |
| Custom development request review | Within 10 business days |
| Custom development implementation | According to the project timeline |
For a confirmed module bug within Esrap's control, Esrap aims to provide a fix, workaround or further action plan within 10 business days. This timeline does not apply where the root cause, required information, access, third-party component, Odoo standard functionality or customer decision is outside Esrap's control.
6. Submitting Requests
A request is considered officially submitted when it has been sent to support@esrap.ee or to another support channel separately agreed with the customer in writing. SLA timelines start when the customer has provided enough information to process the request.
The request should include where possible:
- the Odoo version and module name;
- a short description of the issue or request;
- steps to reproduce the issue, screenshots, or examples;
- business impact and desired outcome;
- a contact person for clarifications.
If a request is sent to another email address, a personal contact, or submitted verbally, its handling may be delayed and the SLA timeline starts when the request reaches the official support channel.
7. Customer Responsibilities
The customer must provide the information needed to handle requests, grant agreed access to the Odoo environment or test environment where needed, and cooperate reasonably with Esrap in reproducing the issue, assessing its impact and checking the solution. The customer must not modify the source code of an Esrap module without coordination with Esrap if they want to keep the normal maintenance scope.
The customer tests delivered fixes and provides feedback within a reasonable time. Unless the parties have agreed another deadline, a fix is deemed accepted if the customer does not report a justified defect within 10 business days after the fix has been made available.
8. Billing, Service Period and Suspension
The maintenance service can be ordered as a module-related service with monthly or annual billing. The service starts at the time stated in the order or separate agreement.
With monthly billing, the service is invoiced monthly according to the applicable price list or the agreement with the customer. With annual billing, the service is prepaid for the full annual service period.
Unless otherwise agreed separately, the maintenance service renews automatically for the next equivalent period. A monthly billed maintenance service may be terminated by either party by giving at least 30 days' written notice, unless the order or a separate agreement states otherwise. Non-renewal of an annually billed maintenance service must be notified at least 3 months before the end of the current service period, unless the parties have agreed otherwise.
Fees paid for a service period that has already started are non-refundable, unless the parties agree otherwise in writing or a refund is required under applicable law. Ending the maintenance service does not automatically end the right to use the module unless the module licence terms, order or separate agreement state otherwise.
Esrap may suspend the maintenance service if the customer fails to pay invoices on time, does not provide the information or access needed to handle a request, materially breaches these terms, or if providing the service may, in Esrap's assessment, create a significant security, data protection or system risk. Suspension of the service does not release the customer from payment obligations already incurred.
9. Versions, Compatibility, and Updates
The maintenance service assumes that the module is used on a supported Odoo version and environment. Major Odoo upgrades, moving the module to a new Odoo version, or extensive compatibility checks may require a separate project or agreement.
10. Access, Data, and Confidentiality
If access to the customer's Odoo environment is needed to provide the maintenance service, access is used only to the extent necessary for service delivery. Esrap treats business information visible in the customer's environment as confidential.
If Esrap processes personal data on behalf of the customer in the course of the maintenance service, Esrap generally acts as the customer's processor and the parties will, where necessary, enter into a separate data processing agreement or apply other data processing terms agreed in writing. The customer is responsible for ensuring that the access rights, instructions and data provided to Esrap are lawful and sufficient for providing the service. Esrap uses access rights only to the extent necessary to provide the service.
11. Backup, Recovery and Hosting
If backup, recovery, hosting or server administration has not been separately agreed, the customer is responsible for backups, recovery capability and preservation of data in its Odoo environment. Esrap is not responsible for data loss or failed recovery to the extent caused by the customer, hosting provider, third-party service or a backup solution not covered by a separate agreement.
12. Liability Limits
Esrap is responsible for providing the maintenance service within the agreed scope. The maintenance service does not guarantee that all improvement or custom development requests will be implemented. To the extent permitted by law, Esrap is not liable for loss of profit, business interruption, third-party services, issues in Odoo standard functionality, data loss, indirect damage or problems caused by customer-made changes.
To the extent permitted by applicable law, Esrap's total liability for all claims related to the maintenance service or these terms is limited to the amount paid by the customer to Esrap for the maintenance service of the specific module during the 12 months preceding the event giving rise to the claim. If the service has been provided for a shorter period, liability is limited to the amount actually paid.
13. Changes to the Terms
Esrap may update these maintenance service terms from time to time. The new version is published on the same page together with the update date. Existing separate agreements are changed according to the terms of that specific agreement and applicable law.
14. Governing Law, Disputes and Contact
These maintenance service terms are governed by Estonian law. The parties will first attempt to resolve disputes related to the maintenance service through good faith negotiations. If no agreement is reached, the dispute will be resolved by an Estonian court, unless mandatory applicable law provides otherwise.
For questions related to the maintenance service, module-related bugs, improvement requests, custom development requests, or technical and user support, contact Esrap by email at support@esrap.ee. For contractual or legal questions, info@esrap.ee may also be used.