Odoo Online Terms & Conditions

4.1 Bug Fixing Service

For the duration of this Agreement, Odoo SA commits to making all reasonable efforts to remedy any Bug of the Software submitted by the Customer through the appropriate channel (typically, Odoo SA's service desk email address or website form), and to start handling such Customer submissions within 2 business days.

The Customer understands that Bugs caused by a modification or extension that is not part of the official Software will not be covered by this service.

Both parties acknowledge that as specified in the license of the Software and in the :ref:`liability` section of this Agreement, Odoo SA cannot be held liable for Bugs in the Software.

4.2 Support Service

4.3 Service Availability

Customer databases are hosted in the closest Odoo data center (EMEA: France, Americas: Canada, APAC: Hong Kong or Taiwan). Each customer instance is replicated in real-time on a hot-standby system located in the same data center.

We work with different hosting providers worldwide (and we can switch at anytime), but they always deliver at least 99.9% uptime guarantee. These metrics refer to the availability of the platform itself for all customers. Individual databases may be temporarily unavailable for specific reasons, typically related to the customer's actions, customizations or upgrades.

Our data centers are Tier-III certified or equivalent, with N+1 redundancy for power, network and cooling.

4.4 Backups & Recovery

Every database has 14 full snapshot backups for up to 3 months: 1/day for 7 days, 1/week for 4 weeks, 1/month for 3 months. Every backup is replicated on at least 3 different machines in different data centers.

Users can download manual backups of their live data at any time.

For a permanent disaster impacting one server only, our Disaster Recovery Plan has the following metrics: - RPO (Recovery Point Objective) = 5 minutes, i.e. can lose maximum 5 minutes of work - RTO (Recovery Time Objective) = 30 minutes, i.e the service will be back online after maximum 30 minutes (Standby promotion time + DNS propagation time included)

For data center disasters (one entire data center is completely and permanently down), Disaster Recovery Plan has these metrics: - RPO (Recovery Point Objective) = 24h, i.e. you can lose maximum 24h of work if the data cannot be recovered and we need to restore the last daily backup - RTO (Recovery Time Objective) = 24h, i.e. the service will be restored from the backup within 24 hours in a different data center

4.5 Security

4.6 Upgrade Services

5.1 Standard charges

The standard charges for the Odoo Online subscription, the Bug Fixing Service, Security Advisories Service and the Upgrade Service are based on the number of Users and applications used by the Customer, and specified in writing at the signature of the Agreement.

When during the Term, the Customer has more Users or applications than specified at the time of signature of this Agreement, the Customer agrees to pay an extra fee equivalent to the applicable list price (at the beginning of the Term) for the additional Users and applications, for the remainder of the Term.

5.2 Renewal charges

Upon renewal as covered in section :ref:`term`, if the per-User charges applied during the previous Term are lower than the most current applicable per-User list price, the per-User charges will increase by up to 7% per year.

5.3 Charges for custom features or third-party modules

The additional charge for the Upgrade, Support and Bugfix Service for custom modules developed by Odoo SA is a recurring price depending on the number of hours done to develop these custom features: - 4 EUR / month per hour of development in European contries - 5 USD / month per hour of development in other countries

In case the modules are not developed by Odoo SA, Odoo SA reserves the right to reject an upgrade request for third-party modules under the above conditions if the quality of the source code of those modules is too low, or if these modules constitute an interface with third-party software or systems. The upgrade of such modules will subject to a separate offer, outside of this Agreement.

5.4 Taxes

All fees and charges are exclusive of all applicable federal, provincial, state, local or other governmental taxes, fees or charges (collectively, "Taxes"). The Customer is responsible for paying all Taxes associated with purchases made by the Customer under this Agreement, except when Odoo SA is legally obliged to pay or collect Taxes for which the Customer is responsible.

6.1 Customer Obligations

The Customer agrees to:

• pay Odoo SA any applicable charges for the Services of the present Agreement, in accordance with the payment conditions specified in the corresponding invoice ;
• appoint 1 dedicated Customer contact person for the entire duration of the Agreement;

6.2 No Soliciting or Hiring

Except where the other party gives its consent in writing, each party, its affiliates and representatives agree not to solicit or offer employment to any employee of the other party who is involved in performing or using the Services under this Agreement, for the duration of the Agreement and for a period of 12 months from the date of termination or expiration of this Agreement. In case of any breach of the conditions of this section that leads to the termination of said employee toward that end, the breaching party agrees to pay to the other party an amount of EUR (€) 30 000.00 (thirty thousand euros).

6.3 Publicity

Except where notified otherwise in writing, each party grants the other a non-transferable, non-exclusive, royalty free, worldwide license to reproduce and display the other party’s name, logos and trademarks, solely for the purpose of referring to the other party as a customer or supplier, on websites, press releases and other marketing materials.

6.4 Confidentiality

Definition of "Confidential Information":

All information disclosed by a party (the "Disclosing Party") to the other party (the "Receiving Party"), whether orally or in writing, that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. In particular any information related to the business, affairs, products, developments, trade secrets, know-how, personnel, customers and suppliers of either party should be regarded as confidential.

For all Confidential Information received during the Term of this Agreement, the Receiving Party will use the same degree of care that it uses to protect the confidentiality of its own similar Confidential Information, but not less than reasonable care.

The Receiving Party may disclose Confidential Information of the Disclosing Party to the extent compelled by law to do so, provided the Receiving Party gives the Disclosing Party prior notice of the compelled disclosure, to the extent permitted by law.

6.5 Termination

In the event that either Party fails to fulfill any of its obligations arising herein, and if such breach has not been remedied within 30 calendar days from the written notice of such breach, this Agreement may be terminated immediately by the non-breaching Party.

Further, Odoo SA may terminate the Agreement immediately in the event the Customer fails to pay the applicable fees for the Services within the due date specified on the corresponding invoice.

Surviving Provisions:

The sections ":ref:`confidentiality`”, “:ref:`disclaimers`”, “:ref:`liability`”, and “:ref:`general_provisions`” will survive any termination or expiration of this Agreement.

7.1 Warranties

For the duration of this Agreement, Odoo SA commits to using commercially reasonable efforts to execute the Services in accordance with the generally accepted industry standards provided that:

• the Customer’s computing systems are in good operational order and the Software is installed in a suitable operating environment;
• the Customer provides adequate troubleshooting information and access so that Odoo SA can identify, reproduce and address problems;
• all amounts due to Odoo SA have been paid.

The Customer's sole and exclusive remedy and Odoo SA's only obligation for any breach of this warranty is for Odoo SA to resume the execution of the Services at no additional charge.

7.2 Disclaimers

Except as expressly provided herein, neither party makes any warranty of any kind, whether express, implied, statutory or otherwise, and each party specifically disclaims all implied warranties, including any implied warranty of merchantability, fitness for a particular purpose or non-infringement, to the maximum extent permitted by applicable law.

Odoo SA does not warrant that the Software complies with any local or international law or regulations.

7.3 Limitation of Liability

To the maximum extent permitted by law, the aggregate liability of each party together with its affiliates arising out of or related to this Agreement will not exceed 50% of the total amount paid by the Customer under this Agreement during the 12 months immediately preceding the date of the event giving rise to such claim. Multiple claims shall not enlarge this limitation.

In no event will either party or its affiliates be liable for any indirect, special, exemplary, incidental or consequential damages of any kind, including but not limited to loss of revenue, profits, savings, loss of business or other financial loss, costs of standstill or delay, lost or corrupted data, arising out of or in connection with this Agreement regardless of the form of action, whether in contract, tort (including strict negligence) or any other legal or equitable theory, even if a party or its affiliates have been advised of the possibility of such damages, or if a party or its affiliates' remedy otherwise fails of its essential purpose.

7.4 Force Majeure

Neither party shall be liable to the other party for the delay in any performance or failure to render any performance under this Agreement when such failure or delay is caused by governmental regulations, fire, strike, war, flood, accident, epidemic, embargo, appropriation of plant or product in whole or in part by any government or public authority, or any other cause or causes, whether of like or different nature, beyond the reasonable control of such party as long as such cause or causes exist.

8.1 Governing Law

Both parties agree that the laws of Belgium will apply, should any dispute arise out of or in connection with this Agreement, without regard to choice or conflict of law principles. To the extent that any lawsuit or court proceeding is permitted hereinabove, both parties agree to submit to the sole jurisdiction of the Nivelles (Belgium) court for the purpose of litigating all disputes.

8.2 Severability

In case any one or more of the provisions of this Agreement or any application thereof shall be invalid, illegal or unenforceable in any respect, the validity, legality and enforceability of the remaining provisions of this Agreement and any application thereof shall be in no way thereby affected or impaired. Both parties undertake to replace any invalid, illegal or unenforceable provision of this Agreement by a valid provision having the same effects and objectives.