Support
Where to get help with the ERP systems, products and services Acunomic provides, and who answers first. Clients with a support agreement use the channel named in their service sheet.
- Phone: +41795080888
- Email: contact@acunomic.com
- Hours: Monday to Friday, Zurich time, except public holidays at our head office.
- Replies: We answer emails and the contact form within one working day.
Something has stopped working?
- Check whether the platform itself has a disruption: Odoo status for Odoo Online and Odoo.sh, NetSuite status for NetSuite.
- If you have a support agreement, report it through the channel in your service sheet. Say what is affected, since when, and how urgent it is.
- If you have none, call us or write to us. We tell you what we can do, and what it costs, before we start.
Who helps with what
Who answers first depends on the product and on who your contract is with.
Odoo, with Acunomic as your partner
We are your main point of contact, for standard Odoo as well as for our modules and your configuration. Where a fault lies in standard Odoo, we take it to Odoo S.A. for you, as the Odoo subscription agreement provides.
Odoo, with a subscription directly from Odoo
Odoo S.A. helps with bugs and with the use of standard features, at odoo.com/help. Development and customisations are outside that support: we answer for the modules we wrote and the configuration we set up.
Odoo Community
Odoo S.A. provides support with an Enterprise subscription, so the Community edition has none from Odoo. We support it under an agreement, and the Odoo forum answers general questions.
NetSuite
We answer for the configuration, scripts and integrations we built for you. Faults in NetSuite itself go to Oracle NetSuite Support. Only the contacts your company has authorised with Oracle can open a case there; we help you prepare it.
Banking Hub
We answer for the Acunomic Banking Hub, for Odoo and for NetSuite. Your bank answers for your account, its limits and the payments it rejects. We help you find out on which side a problem lies.
TIMEperative
TIMEperative has its own support, on its official website: timeperative.com. Please take questions and problems with the app there. Any that reach us, we forward.
Evaluations and projects
During an ACURATE evaluation or an implementation project, your project lead answers first.
The client area
If you cannot sign in, or a colleague needs access, request access to the client area.
With a support agreement
Your service sheet names the support window, the channel, the authorised contacts and the response times. The priority of a report decides how fast we respond:
- P1: production has stopped, data integrity or security is seriously at risk, or financial processing is materially wrong, with no reasonable workaround.
- P2: a significant restriction.
- P3: a limited impairment, with a workaround.
- P4: a general request.
A response means that a qualified person has started work on the report, not an automatic receipt. A fix by a set time applies only where it is agreed as such.
Include the impact, the environment, the function affected, when it happened and, where you can, the steps to reproduce it. Missing details never hold up an urgent report. Escalations go to the contacts in your service sheet. We support in English and German.
No agreement yet
We also help with a single problem. We first tell you what we can do and what it costs. For ongoing care of your ERP, see Managed services.
Describe your problem Book a meeting
Find the answer yourself
- Odoo documentation, for standard features.
- NetSuite Help Center. Signed in to NetSuite, you also find SuiteAnswers there.
- The client area, with the material we share with our clients.
Report a security vulnerability or a cyber incident
Write to security@acunomic.com. It is our single point of contact for security vulnerabilities and cyber incidents.
Describe what you found and how to reproduce it. Please give us reasonable time to fix it before you make it public.
For TIMEperative, write to security@timeperative.com.
Security researchers also find these contacts in security.txt, the file that RFC 9116 standardises.
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