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Why We Ask for These Details

Sharing the right information up front—like who we should reach out to and what type of issue you’re experiencing—helps our team jump into action faster. The more we know early on, the quicker we can troubleshoot, respond, and keep your team moving.

Submit a Ticket - AR Thomson Support

See definitions on right

Accounting/Admin -  Need accounting support?
Customization/Development - Have a feature you want in Odoo, unsure if it exists, general questions about your current customizations, need a code review?
Functional Support - Tickets related to general Odoo just not working as you expect
IT Support - Tickets related to Email Servers, Domains, VPNs
Implementation/Onboarding - Tickets related to enabling features inside Odoo, training, general configurations
Maintenance/Upgrades - Tickets related to upgrading Odoo versions, apps, or maintaining hardware if your system in on premise or cloud hosted outside odoo.sh

Select all appropriate areas you would like to provide additional information for.  Providing complete information up-front enables us to help you faster.
Please send in the full screen so we can determine where you where when the permissions were an issue.
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A.R. Thomson Engineered Solutions help desk for their team solution.

EXPERIENCING A SYSTEM OUTAGE?

Call our 24-hour support line at:  1-608-218-4264

TICKET PRIORITIES

HIGH

Issues that significantly impact productivity, but do not halt all operations. High Priority tickets will have resources deployed until a resolution is identified.

Examples: major feature not working for multiple users, time-sensitive problems affecting important tasks.

Response Time: ~4 hours

MEDIUM

Standard issues and typical support requests. Medium Priority tickets will be worked/routed through the appropriate experts for an efficient cost effective solution/answer.

Examples: feature questions, non-blocking bugs, setup assistance.

Response Time: 1 business day

LOW

Lower-priority requests that depend on availability. Low Priority tickets will be worked/routed through the appropriate experts for an efficient cost effective solution/answer.

Examples: minor questions, cosmetic fixes, research requests, general improvements.

Response Time: 2–3 business days

Ticket submitted without a priority are defaulted to "LOW".