Odoo Support After Go-Live

The week after go-live is not the week to invent features. It is the week to fix master data, watch the first invoices, and learn which requests are defects.

Hypercare has an end date

For the first days, the people who configured the database sit with the team. They correct products, partners, and taxes. They do not redesign the sales flow because one user preferred the old screen.

Write the end of hypercare on the plan. After that date, the same work moves to a support retainer so it is queued instead of shouted.

Fixes versus new scope

A fix makes the agreed process work: a tax that does not match the signed sample, a delivery that ignores the route you configured. A new report, a new approval, or a new integration is scope. Put scope on a short list with a cost, even when the cost is “inside the retainer hours”.

Unlimited “small changes” with no list is how the retainer becomes a second implementation with no timeline. The customisation rule still applies after go-live.

Who may change production

Name the people who can install a module or change a setting on the live database. Everyone else files a request. Studio edits on production, done by several managers, are impossible to reconstruct.

Keep a staging database that is refreshed often enough to test those requests. A staging copy from six months ago does not prove the change is safe.

What to measure

Count open defects by severity, not by who shouted. Finance-blocking issues jump the queue. A colour on a report does not.

Across 150+ go-lives, the calm projects are the ones with this split written down. If you are still before launch, the implementation guide puts hypercare as the last step on purpose.

Frequently Asked Questions

How long should hypercare last?+

Long enough to close the first real invoices and deliveries, and short enough that it has a date. The retainer starts when that date arrives.

Are new reports included in support?+

Only if the retainer says so, and only inside the agreed hours. Otherwise they are a small project with a spec.

Can our own team make changes?+

Yes, if they use staging and git for modules. Unreviewed edits on production should be limited to named people.