Technical Support & Ongoing Assistance
When your systems need attention, our team is here. ITHorizon provides dedicated technical support for businesses across Kuwait, the GCC, and MENA — keeping your operations running smoothly.
<1hr
Response Time
50+
Clients Supported
24/7
Critical Issue Coverage
99.9%
Uptime Guarantee
How We Support You
From urgent bug fixes to long-term system optimization, our support covers everything you need to keep your technology working at peak performance.
Bug Fixes & Issue Resolution
System errors, data discrepancies, or unexpected behavior? Our technical team diagnoses and resolves issues quickly to minimize downtime.
- ✓ Error diagnosis & root cause analysis
- ✓ Data correction & reconciliation
- ✓ Workflow & configuration fixes
- ✓ Priority handling for critical issues
System Optimization
As your business grows and data volume increases, your systems need tuning. We keep everything running fast and reliable.
- ✓ Database performance tuning
- ✓ Workflow streamlining
- ✓ Configuration cleanup
- ✓ Load & stress testing
User Assistance & Training
New team members, new features, or new processes? We provide on-demand training so your staff works confidently.
- ✓ On-demand user training
- ✓ New feature walkthroughs
- ✓ Admin & power user coaching
- ✓ Documentation & guides
Updates & Security Patches
We keep your systems current with the latest security patches and feature updates, tested in staging before touching production.
- ✓ Security patch management
- ✓ Version upgrades (Odoo 17 → 18 → 19)
- ✓ Staging environment testing
- ✓ Rollback planning
Custom Enhancements
Need a new report, an additional workflow, or integration with a new tool? We extend your system to meet evolving requirements.
- ✓ Custom report development
- ✓ New workflow automation
- ✓ Third-party integrations
- ✓ Module customization
Monitoring & Backups
Proactive server monitoring, automated daily backups, and disaster recovery. We catch problems before they become outages.
- ✓ 24/7 server monitoring
- ✓ Automated daily backups
- ✓ Disaster recovery planning
- ✓ Uptime & performance alerts
How to Get Support
Getting help is simple. No complicated ticketing systems or automated phone trees.
01
Reach Out
Contact us via email, phone, or WhatsApp. Describe the issue and we will acknowledge your request within one business hour.
02
Diagnose & Plan
Our technical team reviews the issue, identifies the root cause, and provides you with a clear resolution plan and estimated timeline.
03
Resolve & Verify
We implement the fix, test it thoroughly, and confirm with you that everything is working correctly before closing the request.
Support Plans
Choose the support level that fits your business. All plans include access to our full technical team.
On-Demand
Pay-as-you-go support for businesses that need occasional help. No commitment, no monthly fees.
- ✓ Email & phone support
- ✓ Response within 4 business hours
- ✓ Bug fixes & troubleshooting
- ✓ Billed per hour
Monthly Plan
Dedicated support hours each month with priority response. Ideal for growing businesses with regular needs.
- ✓ Priority email, phone & WhatsApp
- ✓ Response within 1 business hour
- ✓ Included monthly support hours
- ✓ Proactive system monitoring
- ✓ Monthly health check report
Enterprise
Comprehensive coverage for mission-critical systems. Dedicated account manager and guaranteed SLAs.
- ✓ Dedicated account manager
- ✓ Critical issue response within 30 min
- ✓ Unlimited support hours
- ✓ 24/7 monitoring & alerting
- ✓ Quarterly strategy reviews
- ✓ Custom SLA agreements
Support FAQ
What systems do you support?
We support Odoo ERP (all versions), custom web applications, mobile apps, cloud infrastructure, and any software solution we have built or implemented for your business. We also assist with third-party integrations including KNET, Tap, MyFatoorah, and other connected tools.
How quickly do you respond?
We acknowledge all support requests within one business hour on Monthly and Enterprise plans. On-Demand requests are handled within 4 business hours. Critical issues affecting business operations are always prioritized regardless of plan level.
Can you support systems you did not build?
In most cases, yes. If you are running an Odoo system implemented by another partner, we can audit it, take over support, and provide ongoing maintenance. We start with a system review to understand your current setup before committing to a support plan.
Do you provide remote support?
Yes. Most support requests are handled remotely via secure screen sharing and server access. For complex issues or on-site requirements in Kuwait, we arrange in-person visits. We also serve clients across the GCC and MENA region remotely.
What happens if my system goes down outside business hours?
Enterprise plan clients have 24/7 critical issue coverage. For Monthly plan clients, critical outages are handled on a best-effort basis outside business hours. We recommend Enterprise coverage for businesses where system downtime directly impacts revenue or operations.
Can I upgrade my support plan at any time?
Absolutely. You can upgrade from On-Demand to Monthly or Enterprise at any time. We will pro-rate the difference. Many clients start with On-Demand and move to Monthly once they see the value of proactive monitoring and priority response.
Need Help? Get in Touch.
Whether it is an urgent fix, a system question, or a request for new features — our support team is ready to help.
Submit a Support Request