Welcome to the Abriz Support Portal. By registering for an account, accessing, or using this portal, you agree to comply with these Terms of Use.
1. About Abriz
Abriz Advanced Enterprise FZE ("Abriz", "we", "our", or "us") provides professional business technology and consulting services including but not limited to:
Odoo ERP Implementation
Odoo ERP Support
ERP Customization
ERP Development
ERP Migration
Bookkeeping
Internal Audit
VAT Services
Corporate Tax Services
Payroll
HR Solutions
Business Process Automation
Annual Maintenance Contracts (AMC)
2. Support Portal
The portal allows customers to
Raise support tickets
Track ticket progress
Upload supporting documents
Receive updates
Access the knowledge base
Download implementation documents
Communicate with Abriz support engineers
3. Warranty Period
Unless otherwise stated in the signed Proposal, Statement of Work (SOW), or Agreement,
every new Odoo ERP implementation includes a 3-month warranty period.
The warranty starts from
Project Acceptance Date; or
Go-Live Date
whichever occurs first.
4. What is Covered Under Warranty
During the warranty period Abriz will resolve, without additional charge,
Odoo ERP
Functional bugs
System errors
Configuration mistakes performed by Abriz
Workflow issues implemented by Abriz
Report corrections
Print layout corrections
Minor UI adjustments
Security permission corrections
Email configuration issues
User access issues
Installation issues
provided the issue originates from the implementation performed by Abriz.
5. What is NOT Covered Under Warranty
The warranty does not include
New feature requests
Additional modules
Workflow changes
Business process redesign
Custom development
Third-party integrations
Data cleansing
Data entry
Bulk imports
Migration from another ERP
Training beyond the agreed scope
Consultancy
Report redesign
Dashboard development
Performance issues caused by customer infrastructure
Hosting issues
Network issues
Internet connectivity
Microsoft Office issues
Printer hardware issues
Barcode scanner issues
Changes requested after project acceptance
Changes due to legal or regulatory updates
Odoo version upgrades
Odoo Enterprise licensing
External application failures
6. Customer Responsibilities
Customers shall
Maintain valid Odoo licenses.
Provide timely access to the system.
Maintain server backups.
Keep user credentials secure.
Report issues with sufficient details.
Cooperate during troubleshooting.
Ensure stable internet connectivity.
Maintain compatible hardware.
Authorize only designated contacts to submit support requests.
7. Support Packages
7.1 Warranty Support
Duration
3 Months
Included
Unlimited bug fixing
Email support
Ticket support
Minor configuration corrections
7.2 Bronze AMC
Recommended for small businesses.
Includes
Ticket Support
Email Support
Remote Assistance
Minor Configuration
Functional Guidance
Excludes
Development
New Features
7.3 Silver AMC
Includes everything in Bronze plus
Priority Support
Phone Support
Minor Customization
Report Adjustments
User Training
Quarterly Health Check
7.4 Gold AMC
Includes everything in Silver plus
Dedicated Consultant
Functional Consulting
Technical Consulting
Performance Review
Database Maintenance
Security Review
Business Process Improvement
Priority SLA
7.5 Enterprise AMC
Includes
Dedicated Account Manager
Dedicated Functional Consultant
Dedicated Technical Consultant
Unlimited Priority Tickets
Monthly Review Meetings
Preventive Maintenance
Business Advisory
Process Optimization
Emergency Support
8. Support Hours
Standard Support
Monday to Friday
9:00 AM – 6:00 PM UAE Time
Weekend and Public Holiday support may be available depending on the customer's AMC package.
Emergency support may be available 24×7 under Enterprise AMC.
9. Service Levels (SLA)
Priority
Initial Response
Target Resolution
Critical
1 Hour
4-8 Business Hours
High
2 Business Hours
1 Business Day
Medium
4 Business Hours
2 Business Days
Low
1 Business Day
3-5 Business Days
Response time means acknowledgement of the ticket.
Resolution time depends on
issue complexity
third-party dependencies
customer cooperation
vendor response (including Odoo SA where applicable)
10. Ticket Priorities
Critical
Production completely unavailable.
High
Major business function affected.
Medium
Specific feature malfunction.
Low
General enquiry, cosmetic issue, enhancement request.
11. Fair Usage Policy
Abriz reserves the right to
combine duplicate tickets
reclassify ticket priorities
reject abusive requests
reject requests outside the agreed scope
12. Change Requests
Any request involving
new functionality
process redesign
custom development
integrations
reports
dashboards
automation
will be treated as a Change Request (CR) and may require separate estimation, approval, and billing.
13. Third-Party Software
Abriz is not responsible for issues caused by
Odoo SA updates
Microsoft
Google
Payment gateways
Shipping providers
Banks
Government portals
Cloud hosting providers
Internet service providers
14. Data Protection
Customers remain the owner of all business data.
Abriz will keep customer information confidential in accordance with applicable agreements and will only access data as necessary to provide support.
15. Suspension of Support
Abriz may suspend support if
invoices remain unpaid beyond agreed terms,
the AMC contract has expired,
required software licenses are invalid,
the customer repeatedly violates these Terms of Use, or
access to the system is not provided when reasonably required to diagnose issues.
16. Limitation of Liability
Abriz's total liability arising from support services shall not exceed the fees paid by the customer for the applicable warranty or AMC period. Abriz shall not be liable for indirect, incidental, consequential, special, or loss-of-profit damages.
17. Governing Law
These Terms of Use shall be governed by the laws of the United Arab Emirates, and any disputes shall be subject to the exclusive jurisdiction of the competent courts of the Emirate of Ajman, unless otherwise agreed in writing.
