Advanced Odoo to Google Sheets Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for Advanced Odoo to Google Sheets, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.
Support Coverage
60 days of free bug-fix support from the date of purchase.
Support applies to standard functionality shipped with the module as documented.
A bug is behavior that does not match the documented or intended operation of the module in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.
Support Exclusions
The following are not included in free bug-fix support:
Issues caused or triggered by third-party Odoo modules or apps.
Customizations to the app, to the generated Apps Script, or to related Odoo or Google Sheets configuration done outside TeqStars guidance.
Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.
Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).
Misconfiguration (wrong URL, outdated Security Token, missing models or fields in Allowed Models & Fields, wrong Domain Filter, or Google permissions not granted) when the product behaves as designed.
Limitations or outages on the Google side (for example Google Sheets or Google Apps Script being unavailable).
Note
If an issue is caused by external factors (third-party code, hosting, or a Google outage), it is not covered under free support. TeqStars may still help under paid support or a service engagement.
Contact Support
Pick a channel. We respond on business days (Monday to Friday).
Open a ticket, attach files, and track status in one place.
support@teqstars.com for long descriptions, logs, and screenshots.
We aim to reply within 24 hours on business days (excluding regional public holidays).
Required Information
Include as much of the following as possible with your ticket:
Odoo version and edition (Enterprise or Community).
Module version of Advanced Odoo to Google Sheets.
Account identifier (the Name field on your account record in ).
Purchase reference (Odoo Apps order or invoice number).
Clear description of the problem and the result you expect.
Steps to reproduce the issue, one by one, from where you start (menu clicks and buttons in Odoo, and the options you use in the Odoo menu in Google Sheets).
Screenshots or a short screen recording showing the error or wrong data, including any error message shown in Google Sheets.
The Odoo model and fields involved (the Model Technical Name and field names).
Logs from your Odoo server, if available.
Warning
Incomplete information (missing version, account identifier, purchase proof, or reproduction steps) may delay diagnosis and resolution.
Before Submitting
Check the following before you open a ticket:
The issue is reproducible on demand (or you describe the exact conditions).
The account is Active and its URL points to your Odoo instance.
The script in Code.gs is the latest one from Generate Script. If you clicked Refresh Security Token, generate the script again and paste it into Code.gs.
You authorized the script’s Google permissions, and the Odoo menu appears in your sheet.
If you set Allowed Models & Fields, the model and fields you fetch or push are listed there, and the Domain Filter does not exclude the records you expect.
You have ruled out conflicts from other modules where possible.
Additional Support
When you need more than standard bug-fix coverage.
Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.
Changes to fields, workflows, or integrations beyond the stock connector behavior.
Architecture, rollout, multi-account design, and best practices with your team.