Service Level Agreement (SLA)


This Service Level Agreement (SLA) outlines the expected level of service between Metro ICT Limited and our clients for Odoo ERP implementation and support services.

Scope of Services

We provide comprehensive Odoo ERP services, including implementation, support, maintenance, and training. You can onboard our services at our shop:

Service Availability

Our support services are available 24/7. We guarantee a 99.9% uptime for all hosted solutions.

Response and Resolution Times

  • Critical Issues: Response within 1 hour, resolution within 4 hours. (e.g., user inability to close a POS session to start a new one)
  • Major Issues: Response within 4 hours, resolution within 24 hours. (e.g., an issue with a module update)
  • Minor Issues: Response within 24 hours, resolution within 3 days. (e.g., scoping for new features)

Support Channels

You can reach us via:

Client Responsibilities

Clients are expected to provide necessary system access and timely feedback to help resolve issues.

Performance Metrics

We measure our service performance using the following KPIs:

  • Average response time
  • Average resolution time
  • Customer satisfaction score

Escalation Procedures

If an issue is not resolved within the specified time frame, it will be escalated to the next level of support. Contact our support team for escalation at

Maintenance and Updates

Scheduled maintenance will be communicated at least 48 hours in advance. Updates and patches are deployed during off-peak hours to minimize disruption.

Confidentiality and Security

We adhere to strict data protection policies as outlined in our Privacy Policy.

Compensation and Penalties

In the event of an SLA breach, clients are entitled to service credits as detailed in our compensation policy.

Termination and Changes

This SLA is subject to review and modification with 30 days' notice. Clients may terminate the SLA under the conditions specified in our Legal Notice.

Contact Information

For any queries regarding this SLA, please contact us at

Metro ICT Limited cares about professionalism and delivering high-quality services to our clients.