AI Subscription and Technical Support
Once the system goes live, the implementation project formally ends. Ongoing support continues through the AI subscription, without a separate maintenance contract or support fees calculated by user count or customization volume.
Subscription plans
| Monthly subscription | Dedicated Claude subscription |
|---|---|
| $100 | Claude Pro |
| $300 | Claude Max |
| $500 | Claude Max 20x |
- Dedicated Claude subscription
- Claude Pro
- Dedicated Claude subscription
- Claude Max
- Dedicated Claude subscription
- Claude Max 20x
Every client receives a dedicated Claude subscription that is not shared with any other client.
The plans differ only in AI usage capacity. The support policy and ticket priorities are the same across all three plans.
What the subscription includes
| Item | Coverage |
|---|---|
| Technical support | Diagnosing and resolving issues in the system or custom code |
| Customization maintenance | Keeping custom code and integrations compatible with system updates |
| Scheduled upgrades | Upgrading Odoo to a supported version once every two years |
| Odoo case management | Opening and following up on cases with Odoo SA when the issue is within Odoo itself |
- Coverage
- Diagnosing and resolving issues in the system or custom code
- Coverage
- Keeping custom code and integrations compatible with system updates
- Coverage
- Upgrading Odoo to a supported version once every two years
- Coverage
- Opening and following up on cases with Odoo SA when the issue is within Odoo itself
Technical support and scheduled upgrades are included at no additional cost. There is no separate annual maintenance contract and no separate bank of support hours.
Response Times
Working days: Sunday–Thursday, across Egypt and the Gulf.
1 business day
Critical
the production system is completely unavailable
3 business days
Medium-priority issue
5 business days
Normal issue
Simple question
guidance and a direct response only
Response time means the time to our first response, measured in business days.
Enhancement Requests: The Parking Lot
The Parking Lot is an organized list of enhancement requests raised after Go-Live. Requests are collected and reviewed periodically instead of being handled individually as soon as they are raised.
How it works
-
Log the request
Every enhancement request is recorded in the Parking Lot, whether its value is immediately clear or still needs assessment. Logging comes first; the decision comes later.
-
Prioritize
In a periodic review meeting, requests are ranked according to their operational impact and implementation cost.
-
Decide
Major addition → Treated as a separate development project. Any remaining Implementation Pack hours may be used, where available, or a new pack can be selected.
Minor addition → Covered under technical support when it adjusts existing functionality without introducing a new scope of work.
The rule: Implementation Packs build the system. The AI subscription keeps it running and supported. Major enhancements are new projects.
Free Core Coverage
Every Tarabut client receives a basic level of support without a separate support subscription or maintenance contract, including clients who do not use AI or automation.
| Service | Coverage |
|---|---|
| Support portal at /support | Open tickets, track their status, and receive responses |
| Escalation to Odoo on your behalf | If the issue is within Odoo itself, we open and follow up on a case with Odoo SA |
| General guidance | We direct you to the right channel when the request falls outside our scope |
- Coverage
- Open tickets, track their status, and receive responses
- Coverage
- If the issue is within Odoo itself, we open and follow up on a case with Odoo SA
- Coverage
- We direct you to the right channel when the request falls outside our scope
Core coverage is available to every Tarabut client. Full technical support, customization maintenance, and the two-year upgrade cycle are included with an active AI subscription.
A Note on Odoo License Pricing
Odoo applies a higher license rate once your version falls outside its officially supported versions.
The AI subscription includes an Odoo upgrade once every two years, helping keep the system on a supported version and maintaining compatibility across customizations and integrations.
Reference
For the methodology used before Go-Live, see the Implementation Guide.