CESDevelopment is operated by Canada East Supply and Distribution Inc. (“CESDevelopment,” “CESD,” “we,” “us” or “our”). We provide Odoo applications, Care Plans, system audits, technical support, integrations and custom development services.

This page explains how to request assistance and how we distinguish app defects, configuration assistance, customization and separately purchased services.

The support applicable to a particular purchase is determined by the product listing, order, subscription, Care Plan, proposal, statement of work or other written agreement associated with that purchase. This page should be read together with our Terms and Conditions, Compatibility & Release Policy, Refunds & Cancellations Policy and Privacy Policy.

1. Getting support

We provide different forms of assistance depending on what you purchased and the nature of the issue.

Support may relate to:

• questions about a CESDevelopment app;
• installation or configuration assistance;
• investigation of a possible app defect;
• compatibility with a supported Odoo version or edition;
• updates or upgrades;
• Care Plan services;
• System Baseline Audits;
• integrations;
• Odoo rescue or remediation work;
• custom development projects.

Submitting a support request does not automatically mean that the requested work is included without charge. We will review the request and determine whether it concerns an included support obligation, a possible defect, customer configuration, a third-party dependency or separately billable work.

2. Before purchasing an app or service

Review the applicable product or service page before purchasing.

Important information may include:

• supported Odoo versions;
• supported Odoo editions;
• required applications or dependencies;
• hosting or deployment requirements;
• included features;
• known limitations;
• installation requirements;
• whether support or updates are included;
• subscription or Care Plan requirements;
• services that require a separate quotation.

If you are uncertain whether an app or service is suitable for your system, contact us before purchasing. Provide your Odoo version, edition, hosting environment and a brief description of what you need.

A demonstration, description or discussion does not modify the scope of a purchase unless the change is confirmed in writing by CESDevelopment.

3. App compatibility

CESDevelopment apps are developed for the Odoo versions, editions and environments identified in the applicable product documentation.

Compatibility can be affected by:

• the installed Odoo version and edition;
• Community or Enterprise dependencies;
• third-party applications;
• custom modules;
• changes made to standard Odoo behaviour;
• hosting and server configuration;
• security permissions;
• external services and integrations;
• later Odoo releases or updates.

An app purchased for one major Odoo version should not be assumed to work with another major version unless compatibility is expressly stated.

Please review our Compatibility & Release Policy for information about supported versions, updates and release handling.

4. Possible app defects

A possible app defect is generally a reproducible failure in CESDevelopment code when the app is:

• installed in a supported Odoo version and edition;
• used substantially as documented;
• installed with its stated dependencies;
• not materially modified by the customer or another developer;
• operating in an environment that meets the published requirements.

When reporting a possible defect, provide enough information for us to reproduce and investigate the issue.

If we confirm that CESDevelopment code is causing the problem, the appropriate response may include:

• troubleshooting guidance;
• a configuration correction;
• a workaround;
• a code correction;
• an updated app package;
• another remedy required by the applicable agreement or law.

The appropriate response depends on the product, issue, supported version and terms governing the purchase.

5. Issues that may require separate services

Not every technical problem is an app defect.

Separate assistance or paid development may be required for:

• Odoo installation or server administration;
• general Odoo configuration;
• data cleanup or migration;
• user training;
• custom workflows;
• feature requests;
• changes to the app’s documented behaviour;
• integration with external systems;
• conflicts caused by third-party or custom modules;
• modifications made after delivery;
• upgrading an app to a different major Odoo version;
• troubleshooting unsupported or end-of-support software;
• damage caused by improper installation, configuration or use;
• recovery from unauthorized changes, security incidents or system failures.

We will explain when a request appears to fall outside the purchased scope before beginning separately billable work.

6. Updates and upgrades

An app purchase does not automatically include perpetual updates, support for every future Odoo version or unlimited development work.

The availability of updates or upgrades depends on:

• the product listing;
• the version purchased;
• the applicable licence;
• active subscription or Care Plan coverage;
• technical feasibility;
• the amount of redevelopment required;
• any separate written agreement.

Security, compatibility and maintenance releases may differ from feature upgrades or migration to a new major Odoo version.

Do not install an update directly into a production environment without reviewing the release information, maintaining a current backup and testing the update in an appropriate staging environment.

7. Care Plans and ongoing support

Care Plans provide the services identified in the selected plan, order or written agreement.

Depending on the plan purchased, services may include:

• scheduled maintenance;
• technical support;
• system monitoring;
• update assistance;
• troubleshooting;
• development time;
• advisory services;
• documentation;
• other specifically listed services.

A Care Plan does not include work that is not identified in the applicable plan or agreement.

Response times, service hours, priority levels and service targets apply only when they are expressly included in the purchased Care Plan or another written service agreement. General statements on this website do not create a service-level agreement.

8. Custom development and project services

Custom development, integrations, remediation and larger projects are governed by the applicable proposal, quotation, order, statement of work or written agreement.

Project documents may define:

• scope and deliverables;
• customer responsibilities;
• assumptions and dependencies;
• milestones;
• testing and acceptance procedures;
• change-request procedures;
• deployment responsibilities;
• documentation;
• support following delivery;
• fees and payment terms.

Requests outside the agreed scope may require a revised quotation or change order.

A requested change is not approved merely because it was discussed or submitted through a support channel. Changes to scope, price, delivery commitments or acceptance requirements must be confirmed in writing by an authorized CESDevelopment representative.

9. Information required for support

To help us investigate efficiently, include the following information where applicable:

• your name and company;
• order, invoice, subscription or project reference;
• app or service name;
• app version;
• Odoo version and edition;
• hosting or deployment environment;
• description of the issue;
• steps needed to reproduce it;
• expected result;
• actual result;
• relevant error message;
• date the issue began;
• recent system changes;
• relevant screenshots or screen recordings;
• sanitized logs;
• names of related third-party or custom modules.

Do not send passwords, API keys, private encryption keys, payment-card information or complete production databases through an ordinary contact form or unencrypted email.

If access, logs, backups or database information are required, we will identify an appropriate transfer method. Remove personal information and confidential business information that is not necessary for the investigation.

10. Customer responsibilities

Customers are responsible for maintaining an appropriate operating environment and for protecting their own systems and information.

Before installing, updating or changing software, customers should:

• maintain current and restorable backups;
• test material changes outside production where practical;
• restrict administrative access;
• protect account credentials;
• review third-party dependencies;
• follow the supplied documentation;
• maintain supported versions of required software;
• obtain any necessary internal approvals.

CESDevelopment is not responsible for unauthorized changes made by the customer, another service provider or a third party. This does not limit any right or remedy that cannot lawfully be excluded.

11. Refunds and cancellations

Support, defect correction, refunds and cancellations are different processes.

A technical problem should normally be reported with enough information for it to be investigated. A refund is not automatically available merely because configuration, customization, training or another separately purchased service is required.

Refund or cancellation eligibility depends on the nature of the product or service, the applicable policy, the purchase terms and any rights provided by law.

Review our Refunds & Cancellations Policy for more information.

12. Third-party software and services

CESDevelopment solutions may interact with Odoo, community modules, proprietary modules, hosting providers, payment providers, communications platforms or other external systems.

Third-party products and services are governed by their own licences, terms, support policies and technical requirements.

We do not control changes made by third-party providers and cannot promise that an external service will remain available or unchanged. Where practical, we will identify when an issue appears to arise from a third-party dependency and explain the available next steps.

Nothing on this page creates a warranty or support obligation on behalf of Odoo S.A. or another third party.

13. Security issues

If you believe you have discovered a security vulnerability in a CESDevelopment app, do not publish confidential technical details or customer information.

Contact us and provide:

• the affected app and version;
• the affected Odoo version;
• a clear description of the issue;
• the steps required to reproduce it;
• the potential impact;
• any safe supporting evidence.

Do not access, alter, download or disclose information belonging to another person or organization while investigating a suspected issue.

We will review the report and determine the appropriate response based on the available evidence, affected software and applicable obligations.

14. Privacy and support information

We use the information submitted in a support request to:

• identify the customer and applicable purchase;
• investigate the request;
• communicate about the issue;
• provide the requested support or service;
• maintain appropriate service and business records;
• meet legal and security obligations.

Only provide information reasonably necessary for the support request.

Our handling of personal information is described in our Privacy Policy.

15. Applicable consumer rights

This page does not exclude, restrict or replace any condition, warranty, guarantee, right or remedy that cannot lawfully be excluded under applicable Canadian or provincial law.

The rights applicable to a purchase can depend on the customer’s location, whether the purchase is personal or commercial, the type of product or service and the governing agreement.

If any part of this support policy conflicts with a mandatory legal requirement, the mandatory requirement applies to the extent of the conflict.

16. Contact CESDevelopment support

To request assistance, use our Contact Us page and select the option that best describes your request:

• App Question / Support;
• System Baseline Audit Inquiry;
• Care Plan Inquiry;
• Custom Development Inquiry; or
• Other.

Provide complete and accurate information so that we can review the request efficiently.

Canada East Supply and Distribution Inc. operates CESDevelopment and is the legal entity responsible for the services described on this website.

17. Changes to this support policy

We may update this policy when our products, services, support processes, legal obligations or technical requirements change.

The “Last updated” date displayed on the page identifies the most recent revision. Changes do not retroactively alter an existing written agreement unless the agreement or applicable law permits that change.