Maintenance and Service Agreement

This document is a Maintenance and Service Agreement (MASA) with the purpose of defining the scope and terms of service for the maintenance and support of the Odoo system that has been installed and put into use. Cybernetics Plus Co., Ltd. will maintain the customer's Odoo system to ensure that the system can operate efficiently, smoothly, and continuously. It covers a variety of services, such as technical troubleshooting, system improvements and updates, and consulting to increase system efficiency to meet the organization's needs.

The scope of the services under this agreement will cover only the installed and customized Odoo system under the Odoo ERP system development and installation project with the aim of supporting the stability of the customer's business operations. The customer can be assured that the services under this agreement will be professionally performed by a team of experts, ready to provide advice and assistance in case of problems or difficulties in use, with the following details:

  1. The Maintenance and Service Agreement aims to specify in detail the services that the Provider will provide to the Customer to maintain the Odoo System that has been installed, such as technical troubleshooting, system updates and consulting, with the aim of ensuring that the Customer's Odoo System works efficiently and continuously throughout its lifecycle.
  2. Terms and Definitions
    1. Odoo system is a complete business management software developed by Odoo SA and is installed and customized to suit the needs of the customer.
    2. Modules refer to subcomponents of an Odoo system that perform specific functions, such as the Customer Relationship Management (CRM) module, the Inventory Management (Inventory) module, etc.
    3. Customization means modifying or adding functionality to the Odoo system to meet specific customer needs.
    4. Service Provider means Cybernetics Plus Co., Ltd., which is the provider of maintenance and support services for the Odoo system under this Agreement.
    5. Customer means a customer who receives service under the Odoo ERP system development and installation project. Who is a user of the Odoo system and a service recipient under this agreement?
    6. Working days mean Monday to Friday, excluding Thai public holidays.
    7. Working hours mean the period from 09.00 to 18.00 on working days.
    8. Ticket refers to a unit used to record and track issues or requests for help from customers.
    9. Issue means a condition in which the Odoo system fails to function properly or does not meet the specified requirements.
    10. Troubleshooting means taking action to fix problems that occur with the Odoo system so that it can function normally again.
    11. Upgrading means installing a new version of the Odoo system or modules to improve performance and functionality.
    12. Backup means copying Odoo system data to another storage media for data recovery in case of unexpected events.
    13. Technical support means providing technical assistance to customers in using the Odoo system, such as answering questions, troubleshooting, and providing advice.
    14. Training means providing training to Odoo system users so that they can use the system effectively.
    15. The importance of a problem refers to the level of urgency in solving the problem. It is divided into different levels, such as serious problems, major problems, and general problems.
    16. Response time refers to the time it takes a service provider to respond to a customer's request for help.
    17. Troubleshooting time refers to the time it takes for the service provider to complete the troubleshooting.
    18. Operating environment refers to the hardware, software and network used to operate the Odoo system.
    19. Personal data means information relating to an identifiable natural person.
    20. Business secret means information that is the business secret of both parties.
  4. Meaning and services specified
    1. Service Management
      The Service Provider shall act as the central authority for managing all Services specified in this Agreement, including receiving problem reports, tracking the status of problem resolution, coordinating with relevant teams, and reporting performance results to the Customer periodically, with the aim of ensuring that the Customer receives efficient and continuous service.
    2. Customization Maintenance
      The Provider will perform maintenance on the additional customizations to the Client's Odoo system to ensure that these customizations continue to work properly and comply with future Odoo updates, including fixing any issues that may arise from these customizations.
    3. Support Meeting
      The provider and customer will meet periodically to follow up on the progress of the service, answer questions, and discuss issues related to using the Odoo system. These meetings will help both parties communicate and exchange information effectively.
    4. Service Standby Agreement
      1. Usage Support The service provider will provide advice and answer questions about using the Odoo system to customers through the specified channels, such as Service Ticket, Email or Telephone. Normal service hours are 9:00 a.m. - 5:00 p.m., Monday - Saturday, except public holidays.
      2. Technical Support The service provider will resolve technical issues that occur with the customer's Odoo system, such as login issues, functionalities, or issues related to connecting to other systems. Normal service hours are 9:00 a.m. - 5:00 p.m., Monday - Saturday, except public holidays.
      3. After-hours Support If customers require Usage Support or Technical Support outside of normal business hours (5:00 p.m. - 9:00 a.m. or 24 hours a day on public holidays), they can request for the service. The service provider will charge an additional service fee for after-hours support. However, after-hours support must be scheduled in advance or requested via the Service Ticket system, email, or specified channels. This is so that the service provider can allocate resources appropriately and provide efficient support to customers.
    6. Server Backup
      1. The provider will back up the customer's Odoo system data regularly according to the specified schedule to prevent data loss in case of unexpected events such as virus, hardware failure or natural disaster. The provider will back up the data daily and keep the backup data monthly for 3 months, automatically deleting the backup data that exceeds the 3-month expiration date.
    8. Data Leaning & Update
      The provider may provide data cleaning and updating services in the customer's Odoo system as per the requirement, such as deleting unnecessary data, correcting incorrect data, or updating the data to be current.
    9. Travel & Accommodation (Travel and Accommodation)
      In cases where on-site services are required, such as installing additional equipment or troubleshooting complex issues, the provider may charge for actual travel and accommodation costs.
    10. Base Condition
      Conditions for system implementation
      1. Odoo Release
        Type of Edition to be Implemented
        1. The Enterprise Edition
          is the version suitable for larger businesses and organizations with complex structures. The Enterprise Edition comes with comprehensive functionality and add-on modules such as Enterprise Resource Planning (ERP), Production Management and Project Management. It also includes support and continuous software updates directly from Odoo to ensure that the system is always efficient and up-to-date. However, users need to pay for additional licenses or usage rights.
        2. The Community Edition
          is a basic version of Odoo that is accessible and customizable for providers. It is sufficient for small and medium-sized businesses that need a comprehensive management system but have a limited budget. However, since it is a basic version, technical support may be limited and some functions may not be as comprehensive as the Enterprise version.
      3. Implement Method
        Project Implementation Method
        1. Most Onsite means that during the implementation, there will be a lot of travel to the customer's office to carry out the project.
        2. Half / Half means that during the implementation, there will be a mix of travel to the client's office and online meetings to implement the project.
        3. Most Online means that during the implementation, most of the project will be conducted online.
      5. Team Lead Class
        Personnel used in project implementation
        1. Specialist means using specialized personnel to carry out the project.
        2. Certified means using personnel certified by the company for project implementation.
        3. Qualified means using Odoo certified personnel for project implementation.
      7. Gap Layer
        The Gap Analysis level, each level affects the activities that take place and the deliverables.
        1. Deep Gap refers to a highly detailed Gap Analysis.
        2. Essential Gap means doing a Gap Analysis that has general details.
        3. Pre Gap refers to a Gap Analysis that is only done to assess the initial ERP usage.
      9. System Base
        Server that will implement the desired system.
        1. Odoo.SH
        2. Google Cloud
        3. Huawei Cloud
        4. Amazon Web Services
        5. Microsoft Azure
        6. DigitalOcean
        7. Other ..........................
        8. On Premise
  6. Version upgrade conditions
    2. In case the Odoo system version is upgraded by Odoo SH and the upgrade is successful, the Provider will upgrade the system for the Customer at no additional cost. However, if the version upgrade results in problems or errors related to the customer's customizations in the system, the Provider reserves the right to charge additional costs for troubleshooting and restoring the system to its normal state.
    3. For customers who are using Odoo Community and want to upgrade to a newer version, a clean installation (Re-Implement) is required. Since the database structure and functionality differ significantly between different versions of Odoo, a Re-Implement ensures that customer data is successfully and correctly migrated to the new system. Customers will benefit from new features and performance improvements in the latest version. Since
      the database structure and functionality differ significantly between different versions of Odoo, a version upgrade cannot be performed by updating the old system. A Clean Installation (Re-Implement) is required. The Re-Implement process involves data migration, reconfiguration and testing of the system, which ensures that customer data is successfully and correctly migrated to the new system. Customers will benefit from new features added in the latest version, such as easier usability, higher customizability and support for the latest technologies.
    4. Odoo SH only supports the latest Odoo version and versions released in the last 3 years. If customers are still using older versions, they may not receive technical support or troubleshooting from Odoo SH. It is recommended that customers regularly upgrade their system version to benefit from new features, performance improvements and better security.
  8. Possible errors during system use
    1. Customer Operation Error
      1. Wrong data entry
      2. Incorrect function usage
      3. Improper system configuration
    3. System error
      1. Software and hardware errors
      2. Network connectivity issues
    5. System customization error
      1. Additional module customization by the customer causes conflict with the main system.
    7. Expenses
      In the event of a failure, the service provider will resolve the problem for the customer as soon as possible by assessing the cause of the problem and informing the customer of the estimated time it will take to resolve the problem. However, if the resolution requires more resources than specified in the contract, such as requiring a long time to resolve the problem or requiring specialized knowledge to resolve the problem, the customer may have to pay additional costs.
    8. Case study
      1. The customer entered the wrong date,
        causing the data analysis report to be incorrect. The service provider will check and correct the data.
      2. The system is down due to technical issues.
        The service provider will check the system and fix the problem, such as rebooting the server or fixing the program code.
      3. If the customer's customized module conflicts with the system,
        the service provider will analyze the problem and fix the customized module or recommend that the customer revert to the system default settings.
    10. Additional costs that may occur may include expert labor costs, parts costs, or other services related to troubleshooting.
    11. To avoid any possible errors, customers should strictly follow the user manual and notify the service provider immediately if any problems are found.\
  10. Scope of care
    1. The Company confirms that the scope of maintenance services under this Agreement covers only the part of the system that the Customer has installed and customized with the Company. The scope of such services will be clearly specified in the attached documents. For the part of the system that the Customer has installed or customized by themselves or through other service providers, the Company reserves the right not to guarantee the operation of that part of the system.
    2. If the customer wishes to extend the scope of MASA services to the parts of the system that are not operated in collaboration with the company, the company reserves the right to conduct a system readiness assessment (Gap Re-Assessment) before deciding to provide the service. Such assessment will incur additional costs and the assessment results will determine the actual scope and cost of the service.
    3. The purpose of this clear definition of service scope is to ensure that both service providers and service recipients have the same understanding and to enable the Company to efficiently deliver the highest quality care services to customers. The Company recommends that customers inform us of their desire to expand the service scope in advance so that the Company can plan and prepare for providing the service.
  12. Reporting a Problem
    1. Customers can report problems encountered while using the system through various channels.
      1. Phone Number - Contact directly to the specified phone number.
      2. Email - Send an email to the specified email address.
      3. Website Service Ticket System - Create Service Tickets to report issues directly through the company website.
    3. Problem reporting and resolution process via Service Ticket system
      1. Creating a Service Ticket
        1. Customers log in and create a Service Ticket to report the issues they encounter.
        2. Please clearly state the problem details, including attached files or images if available.
      3. Problem management
        1. The system will automatically distribute Service Tickets to the relevant expert teams.
        2. The team will analyze and resolve the issue as soon as possible.
      5. Follow-up
        1. Customers can track the status of problem resolution through the Service Ticket system at any time.
        2. Once the issue is resolved, the system will immediately notify the customer.
    5. report
      1. Data Analysis
        Data from service tickets submitted by customers will be analyzed to find the root cause of recurring issues.
      2. System Improvement
        The data obtained from the analysis will be used to improve and develop the MASA system to be more efficient.
      3. Report generation
        Create a report summarizing the results of troubleshooting to present to the management and use in planning future system development.
  14. Troubleshooting
    1. Support with Q&A
      The service recipient can ask questions or problems that arise about the service received directly to the service provider through the specified channels. The service provider will answer questions and solve problems for the service recipient quickly and efficiently, taking into account the satisfaction of the service recipient as a priority. The problem solving will be carried out under the terms and conditions specified in the contract.
    2. Access to the back-end system and troubleshooting
      The service recipient agrees to grant the service provider access to the back-end system so that the service provider can inspect, repair and improve the system efficiently. The service recipient will specify the necessary access rights for the service provider. The service provider will be responsible for maintaining the security of the assigned data and will not misuse the data. The service recipient has the right to inspect the service provider's work in accessing the back-end system at all times.
    3. System Improvements that Require Downtime.
      The Provider may be required to carry out system improvements from time to time, which may result in temporary disruption of some or all of the Services. The Provider will notify the Service Recipient in advance of the schedule for system improvements, including the expected duration of the improvements and the possible impact on the use of the Services. The Provider will endeavor to carry out system improvements during times that have the least impact on the Service Recipient's operations.
  16. SLA Levels for Support (SLA Support Levels)
    under the Service Support Standby service scope during normal business hours (09.00 - 17.00 hrs., Monday to Saturday, except public holidays). The service is divided into SLA levels as follows:
    1. Online Critical Support 
      Response Time - The team will respond to the request within 15 minutes. 
      Feedback Solution - Suggest a solution within 6 hours. 
      Resolution Time - Complete the problem within 48 hours. Online 
    2. General Support 
      Response Time - The team will respond to the request within 90 minutes. 
      Feedback Solution - Suggest a solution within 3 business days. 
      Resolution Time - Complete the problem within 14 business days.
    3. Onsite Service Support If it is necessary to provide services at the customer's premises, travel and accommodation expenses(Travel & Accommodation) are not included in the contract and may incur additional costs as actual