We provide free support for 2 weeks if a customer reports an issue through our support channels and recognizes that the problem arises due to our work. Please refer to the following terms and conditions carefully. Support is mainly provided in English. We can also assist in Arabic.

Availability

Time

Support services are available from Sunday to Thursday during 9:00 – 16:00 (GMT+3). The support services are not provided outside working hours, weekends and public holidays of the Kingdom of the Saudi Arabia.

Channels

Support services can be availed only through support channels. We use the “Microsoft Teams” platform to arrange our online support sessions if needed. You can create a support ticket via the following channels:

• Dropping an email at helpdesk@touchbs.com
• Submitting a ticket via our Helpdesk portal.

Wait time

We try to deliver quick support to all our customers. However, our support team may take 24 - 48 business hours to respond to the tickets.

Access

Credentials

If access to the client’s system is required, the customer should provide the access rights (Odoo Login Details and Server Access details) asked by the support team.

Full Access

Suppose access to the customer’s system is required. In that case, the customer should provide full access rights to Touch of all the necessary systems and servers to analyze and resolve the support request.

Excluded Support Items

Installation

1. Installation or implementations of new function application.
2. Fixing faulty installation.

Configuration

1. Configuration & Setup of new feature or application.
2. Resolving misconfiguration issues.

Modification

1. Modifying the app's existing features if they don’t match customers’ expectations/needs.
2. Fixing issues/errors caused by the modification of work that we do not do.
   

Server/Environment

1. Fixing Server related issues.
2. Fixing an issue that does not arise in the standard Odoo environment.
3. Fixing any issues if your Odoo is not updated to the latest related version.
4. Fixing issues that arise due to missing operating system libraries.