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Terms and Conditions Terms and Conditions for Odoo Services

 

1) Definitions

  • • Provider / “we/us”: Nezam ERP or any affiliated legal entity providing the Services.
  • • Client / “you”: The party contracting with the Provider to receive the Services.
  • • Services: Consulting, requirements analysis, Odoo implementation and configuration, customization and module development, integrations, data migration, training, and technical support.
  • • Deliverables: Any tangible outputs specified in the Quotation / Statement of Work (SoW), including configurations, code, documents, reports, dashboards, contracts, and similar items.
  • • Official Working Hours: Sunday–Thursday, 10:00–20:00 (Riyadh time), unless otherwise stated in the Sow
  • • Support Ticket: A service request or issue submitted through approved support channels (Client Portal / email / WhatsApp).

2) Scope of Services

  • 1. Analysis & Alignment: Study business needs, prepare a Business Requirements Document (BRD), and outline initial solution directions.
  • 2. Implementation & Setup: Install Odoo, activate apps, and configure domains such as Accounting, Inventory, Sales, etc., as defined in the Sow
  • 3. Development & Customization: Build Odoo modules, automations, reports, and UI enhancements.
  • 4. Integrations: Connect Odoo with third-party systems (payment gateways, POS, VoIP, ZATCA, etc.).
  • 5. Data Migration: Import and/or cleanse data as agreed in the Sow
  • 6. Training: Sessions for key users and end users.
  • 7. After-Sales Support: As described in Sections 7 and 8.

3) Delivery Process & Acceptance

  • • The SoW/Quotation will define the scope, deliverables, and timeline.
  • • Any material change after scope approval will follow a documented Change Request (CR) outlining time/cost impact.
  • • A deliverable will be deemed accepted if no written comments are received within five (5) Business Days from the delivery date.

4) Responsibilities & Assumptions

  • • The Client will provide timely access, information, and decisions required to perform the Services.
  • • Infrastructure (servers, networks, permissions, domains) is the Client’s responsibility unless the contract explicitly assigns its management to the providerprovider.

5) Technical Warranty

  • • The Provider warrants that custom developments delivered by us will be free from material defects for ninety (90) days from the final delivery date of each item (this period constitutes a fully free maintenance window for the delivered work).
  • • The warranty excludes third-party modifications, changes in Odoo core/platform, misuse, unsupported environments, or issues caused by Client-side environmental changes.

6) Pricing & Invoicing

  • • Prices are defined in the signed Quotation/contract; invoices fall due per the agreed payment schedule.
  • • Prices are exclusive of applicable taxes and governmental fees.
  • • Overage hours and out-of-scope services are charged at the then-current hourly rate or under a separately agreed maintenance package.

7) After-Sales Support — Free for Three (3) Months

  • Free support is provided for three (3) months for the Services/Deliverables under the contract, starting from the date of final acceptance of the Deliverables.

7.1 Covered Under Free Support

  • • Fixing faults/bugs in configurations or developments delivered by us.
  • • Basic usage guidance and minor configuration tweaks.
  • • Minor security/patch updates for modules developed by us.

7.2 Exclusions (Free Support)

  • • New development requests or material scope changes.
  • • New integrations, additional data-migration projects, or additional training not listed in the SoW.
  • • Issues caused by changes to the client’client’s environment/infrastructure/cloud providers.
  • • Defects/limitations in Odoo core or third-party add-ons not developed by us.

 

7.3 Support Channels & Hours

  • • Channels: Client Portal, support@nezamerp.com, and phone/WhatsApp +966 54 766 7466.
  • • Hours: Sunday–Thursday, 10:00–20:00 (Riyadh time).

7.4 Priority Levels & Target SLAs (during free support)

Priority

Description

Response Time

Target Resolution

P1 Critical

Full outage / production down

Within 4 Business Hours

Workaround within 1 Business Day; final fix ASAP

P2 High

Major impact without full outage

Within 1 Business Day

Within 3 Business Days

P3/P4 Medium/Low

Major impact without full outageوتحسينات طفيفة

Within 2 Business Days

Based on priority and scheduling
  • Note: Response/resolution timelines are targets and assume Client cooperation and required access.

8) Optional Maintenance Agreement (after the free three months)

  • Clients may select one of the following packages or request a custom package:

8.1 Packages

Package

Monthly Hours

P1 Response SLA

Scope of Services

Benefits

Basic

5–10

Within 4 Business Hours

Support & minor fixes

Dedicated engineer (+) monthly report

Advanced

15–35

Within 2 Business Hours

Support + enhancements/tweaks

Monthly review meeting; OKRs tracking

Comprehensive

60+

Within 1 Business Hour (optional 24/7)

Support + development + monitoring

Proactive monitoring, upgrade plans, pre-production testing

Notes:

  • • Unused hours may roll over for up to one (1) month maximum, unless the contract states otherwise.
  • • Work beyond the package balance is charged at the package rate or the standard hourly rate, as agreed.
  • • Packages may be paused/modified with thirty (30) days’ written notice.

9) Change Management (CR)

  • • Each CR will document the impact on time/cost/quality and requires written approval prior to execution.

10) Confidentiality & Intellectual Property

  • • Both parties will keep information confidential and disclose it only as necessary to perform the contract or as required by law.
  • • Unless expressly transferred in writing, code/modules developed by the Provider remain our property; the Client is licensed to use them within the scope of its contract.

11) Data Protection & Compliance

  • • The Provider will adhere to applicable data-protection laws (including Saudi PDPL or other local laws, as applicable) and follow reasonable security best practices.
  • • Client data remains the property of the Client and will be accessed solely for performing the Services.

12) Third-Party Services

  • • Some Services may require subscriptions with third-party providers (hosting, email, payment gateways, etc.). The Client is responsible for such subscriptions and any related contractual limitations.

13) Limitation of Liability

  • • The Provider will not be liable for indirect, consequential, or lost-profit damages.
  • • In all cases, the Provider’s aggregate liability is capped at the fees paid to the Provider for the three (3) calendar months immediately preceding the event giving rise to the claim.

14) Force Majeure

  • • No party is in breach for delays or failures caused by events beyond reasonable control (e.g., natural disasters, widespread outages, emergency regulations, labor disputes), provided prompt notice is given and reasonable efforts are made to mitigate impact.

15) Term & Termination

  • • The contract becomes effective on its signature date and continues until completion or termination in accordance with its terms.
  • • Either party may terminate for a material breach by the other party that remains uncured thirty (30) Business Days after written notice.

16) Cancellation & Refunds

  • • Completed work and consumed hours are non-refundable.
  • • Upon cancellation, invoices will be settled up to the actual termination date.

17) Governing Law & Dispute Resolution

  • • These Terms are governed by the laws of the Kingdom of Saudi Arabia. Courts/arbitration in Riyadh shall have jurisdiction unless an alternative arbitration mechanism is agreed in the contract.

18) Amendments

  • • The Provider may update these Terms from time to time. Updates apply to new contracts; active contracts remain subject to their version unless both parties agree otherwise.

19) Contact

  • • Email: support@nezamerp.com
  • • Phone/WhatsApp: +966 54 766 7466