WAOEnterprise / Odoo Support
Odoo Support and Maintenance, Australia and New Zealand
Accountant-led support for businesses already running Odoo — whether you want a good system kept that way, or a previous implementation left you with one nobody trusts.
Redefining Support
in the IT Industry.
In the complex world of IT, support can be a challenging endeavor. At WAO, we’re dedicated to transcending these challenges and aiming to be the number one Odoo support provider in Australia and New Zealand. Our team of Odoo experts brings advanced knowledge and authoritative guidance to every project.
Our journey towards this ambitious goal is fueled by a commitment to integrity and excellence in everything we do. WAO's consultants guide clients through technical and business challenges related to Odoo, providing personalized support and expert advice. We offer end-to-end support for Odoo users, ensuring comprehensive assistance at every stage.
Six signs
When it is time to change your Odoo support partner.
Most businesses that call us are not looking for a new ERP. They already have Odoo, they have already spent the money, and they need someone to make it work. These are the six patterns we see most often. If two or more sound familiar, a Health Check is the cheapest way to find out how far the problem goes.
Nobody trusts the numbers
Your Odoo reports and your accountant’s reports disagree, so the team keeps a spreadsheet alongside the ERP and works from that instead.
Tickets go quiet
You raise an issue, get an acknowledgement, and then hear nothing until you chase. Nobody can tell you what is being worked on or why it is taking so long.
Every question becomes a quote
Small changes that should take an hour arrive as a scoped proposal weeks later, so you stop asking and the system stops improving.
You are stuck on an old version
You are two or more major versions behind, the upgrade keeps getting deferred, and the customisations are the reason nobody wants to touch it.
The build was technical, not financial
The system was configured by developers with no accounting oversight, so the workflows are elegant and the general ledger is wrong.
One person holds all the knowledge
Your partner has a single consultant who knows your build, and your business stops when that person is on leave or leaves the firm.
Start here
The Odoo Health Check.
Before anyone quotes you for work, someone should look at what you actually have. The Health Check is a fixed-price diagnostic — one of only three things WAO sells at a fixed price. Everything else we bill as time, because we will not pretend to know the size of a problem we have not examined.
What we look at
Your chart of accounts and how transactions actually post. Inventory valuation and whether it reconciles. The customisations sitting between you and your next upgrade. Which modules you are paying for and not using. Who has access to what. Where your team has built spreadsheets around the system rather than in it.
What you get
A written findings document listing what is wrong, what it is costing you, and what it would take to fix — ordered by cost of inaction rather than by ease of sale. It is yours to keep. You can hand it to your existing partner and never speak to us again, and some clients do exactly that.
Ongoing support
Odoo support and maintenance, with response times you can hold us to.
WAO operates a 24x7 service agreement covering priority through to standard issues. Response times under that agreement range from one hour to two business days, with the level for each issue class agreed in writing when the agreement is signed — not decided after something breaks.
What support covers
Break-fix on configuration and workflows. Questions from your team about how to do something in the system. Month-end and year-end assistance. Small changes and report tweaks. Monitoring of the integrations we have built. Escalation to Odoo SA where a genuine product defect is involved.
How it is billed
Support is billed as time used, against a retainer or in arrears. We do not sell blocks of hours that expire, and we do not bill a monthly minimum for months where you needed nothing. If a month is quiet you pay for a quiet month.
Who answers
A team, not a person. Your build is documented so that more than one consultant can work on it, which is the difference between a support arrangement and a dependency. Australian and New Zealand business hours, with the 24x7 agreement covering priority issues outside them.
Accountant-led
Our support team includes finance people, not only developers. When a fix touches the general ledger, tax codes or inventory valuation, someone who understands the accounting consequence signs it off before it reaches your live database.
Upgrades and migrations
Odoo upgrades, version migrations and moves from other systems.
Odoo releases a major version every year and supports three at a time. Falling behind is not a problem until it is: the further back you are, the more of your customisations have to be re-engineered rather than carried across, and the more the upgrade starts to look like a re-implementation.
| Situation | What is usually involved |
|---|---|
| One or two versions behind, light customisation | A test upgrade on a copy, a validation pass with your team, a cutover weekend. The shortest engagements we do. |
| Three or more versions behind | Custom modules are reviewed one by one. Some are rebuilt, some are replaced by standard features that did not exist when they were written, some are retired because nobody uses them any more. |
| Heavily customised on an old version | Treated as a re-implementation with data migration. We say so up front rather than discovering it halfway through. |
| Moving from another ERP | Chart of accounts mapping, opening balances, historical transactions, and a parallel period before the old system is switched off. |
Addler ran a heavily customised Odoo 10 for years. We took them to Odoo 18 — re-engineering the legacy modules, migrating the data and training the team rather than lifting and shifting a build that would have broken on arrival. BSA Group came off a fifteen-year-old SAP Business One across two regional entities.
Not sure whether you need a fix or a rebuild?
That is exactly what the Health Check answers, and it is the cheapest question you will ask this year. Or call us on 02 8317 1300.
Training
Training that survives staff turnover.
The most common reason an Odoo system underperforms is not configuration. It is that four people were trained two years ago, three of them have left, and the remaining one taught the new starters a workaround.
Role-based sessions
Warehouse staff, sales, purchasing and finance each get their own session covering the transactions they actually perform, rather than one general tour of Odoo that nobody can apply on Monday.
Recorded and documented
Sessions are recorded and paired with written process notes for your build, not generic Odoo documentation. New starters are onboarded from your material, not from whoever has time that week.
Train the trainer
Where you have an internal system owner, we train them to run the sessions themselves. The intention is that you need us less over time, which is a strange thing for a support firm to write down and we mean it anyway.
Refreshers after upgrades
A major version change moves things. A short refresher after go-live prevents the quiet drift back to spreadsheets that follows an unexplained interface change.
Partner takeover
Taking over an Odoo system built by someone else.
We do this often enough to have a process for it. It is not awkward and it does not require you to have a difficult conversation with your current partner before you talk to us.
Health Check first
We examine the database and the customisations and tell you what you have. No commitment beyond the diagnostic, and the findings are yours whatever you decide.
Stabilise
Anything actively costing you money or creating compliance risk is fixed before anything cosmetic. Usually that means financial workflows and inventory valuation.
Document and hand over
Your build gets written down — configuration decisions, custom modules, integrations, access. This is what stops you being trapped with us the way you may feel trapped now.
eSafety Supplies came to us after a previous, technically-focused Odoo implementation had failed, leaving broken financial workflows and a system that was, in their words, not being used as intended. We rebuilt the financial core rather than starting again.
Our Approach: Support with Integrity & Excellence.
Unwavering Commitment to Integrity
In an industry often clouded by technical complexity, our first value – integrity – guides our support services.
We promise transparent billing, ensuring that we only charge for issues outside our warranty or Service Level Agreement (SLA). We also ensure clients receive only the support they need, avoiding unnecessary costs or services. Our goal is to provide honest, understandable, and fair support.
Aiming for the Top
Our vision is clear: to become the leading support provider in the Odoo ERP industry across Australia and New Zealand.
This isn’t just an aspiration; it’s a commitment we’re dedicated to achieving through superior service and relentless pursuit of excellence. Our services are designed to keep clients' Odoo systems optimized for performance, ensuring they get the most out of their ERP investment.
Technical
Assistance
Expert, straightforward help for your technical challenges.
Proactive Upgrades & Maintenance
Keeping your system ahead with the latest updates and proactive maintenance.
Empowering Training & Onboarding
We equip your team with the knowledge and skills to fully utilise your Odoo ERP, ensuring you get the most out of your investment.
Transparent Customisation & Optimisation
We continually improve your system in line with your evolving business needs, always with clear communication and honest billing.
Honest limits
What we do not do.
Every support proposal you read says yes to everything. Here is where we say no, so you can rule us out now rather than three months in.
We are not a 24-hour help desk for end users
The 24x7 agreement covers priority incidents. Routine how-do-I questions are answered in Australian and New Zealand business hours by consultants who know your build, which we think is the better trade.
We will not quote a fixed price for undefined work
Only the Blueprint, the Health Check and the diagnostic are fixed price. Everything else is billed as time. A fixed price on unknown scope is either padded or it is a fight later.
We are not chartered accountants
Our finance people are tax accountants, CFOs, financial controllers and company accountants. That is who configures and reviews your general ledger. If you need a chartered accountant sign-off, that is your auditor, not us.
We do not support every Odoo module equally
Our depth is in finance, inventory, manufacturing, sales, purchasing and eCommerce for product-based businesses. If your critical need is a module outside that, we will say so before you sign anything.
We cannot fix a system the business will not use
If the underlying problem is that nobody has been made accountable for the process, no amount of configuration solves it. We will tell you that during the Health Check rather than after six months of billing.
Long-Term Partnership Built on Trust.
Our support philosophy is centered on building a long-term relationship based on trust and mutual respect. We help clients build robust Odoo systems that are ready for the future.
We’re here not just to solve immediate issues but to be a steadfast partner in your business growth, supporting you as you grow your business and adapt your Odoo system to meet future challenges. We help you unlock the full potential of Odoo for your business success.
Choose WAO: Where Integrity Meets Expertise.
Choose WAO for Odoo support that’s more than just technical assistance; it’s a partnership grounded in integrity, expertise, and a commitment to your success. WAO supports Odoo Enterprise, giving you access to advanced features and enhanced business management capabilities.
With us, you gain a partner that’s ready to assist you from the outset, ensuring your Odoo system is fully functional and optimized for your needs. We also understand the importance of a professional website and can support you with website features like AI-based builders and integrated eCommerce to help you attract and engage customers effectively.
Odoo systems we have taken over, upgraded and rescued
eSafety Supplies
Failed implementation rebuilt
A previous, technically-focused Odoo implementation had left broken financial workflows, inaccurate data and a system that was not being used as intended. WAO rebuilt the financial core, corrected the configuration and re-engineered the processes rather than starting again from scratch.
Read the full case studyAddler
Odoo 10 to Odoo 18
Years of heavy customisation on Odoo 10 had made the system a barrier rather than a backbone. WAO re-engineered the legacy custom modules, migrated the data with integrity checks at each stage, and trained the team on what had changed.
Read the full case studyBSA Group
SAP Business One retired
A fifteen-year-old SAP Business One installation had become unstable, expensive and rigid across two regional entities. WAO ran an accountant-led migration to Odoo that unified operational data while preserving financial privacy between the entities.
Read the full case studyNot just clients, but partners — working side by side to achieve mutual growth, year after year.
Frequently Asked Questions
Your Odoo Support Questions Answered.
Our two main Odoo services are Odoo implementations and Odoo optimisations. Once we get to know your business, we also offer technical assistance, proactive upgrades and maintenance, integrations, training, general support options, as well as customisation.
We have a 24x7 service agreement that covers Priority issues to standard issues. Our response times under this SLA range from 1 hour to 2 business days.
Yes, we specialise in seamless Odoo system upgrades and migrations to minimise downtime. Book an upgrade assessment.
We specialise in product-based industries. From retail to manufacturing, ecommerce to wholesale and more specific industries such as fashion & apparel, food & beverage, pharmaceuticals, winery, coffee roasting, health & beauty, sports & recreation, building supplies, furniture & decor, automotive accessories, agriculture and more.
Yes, we provide tailored training programs to empower your team to use Odoo efficiently.
Contact Us or Book a Free Discovery Call and we’ll assess your needs and outline a support plan just for you.
If you are under our 24x7 Service Level Agreement then we can be contacted for priority issues.
Yes, and we do it regularly. We start with a Health Check so we can tell you what you actually have before anyone commits to work. The findings document is yours to keep whatever you decide, and we document your build so you are never dependent on a single consultant again.
It depends on how much custom code sits between you and the current version. One or two versions back with light customisation is a short project. Three or more versions back with heavy customisation is usually closer to a re-implementation, and we will say so up front rather than discovering it halfway through.
No. Support is billed as time used. We do not sell blocks of hours that expire and we do not charge a monthly minimum for months in which you needed nothing.
It is a fixed-price diagnostic covering your chart of accounts, how transactions post, inventory valuation, the customisations affecting your next upgrade, module usage and access. You receive a written findings document ordered by cost of inaction, which is yours to keep.
If You Have Any Questions, Contact Us.
Is Odoo the right fit for your business?
Seven questions, about two minutes. You will hear back from a solution architect who has delivered Odoo in Australia, not a call centre.
Where should we send it?
We will come back to you with an honest view, including if we think you should stay where you are.
Download: The CFO's Guide to De-risking Your ERP Implementation
Before you invest in any ERP, learn the 5 critical financial mistakes that lead to budget overruns and failed projects. This free guide provides a practical framework for ensuring your next systems project delivers a clear and measurable ROI.
Not ready to talk to us yet? Take the free 5‑minute ERP Readiness Scorecard and see exactly where you stand.
Embark on a journey with WAO where support is redefined.
Let's elevate your Odoo experience with support that's not only expert but also honest and focused on your long-term success.
