Advanced MCP Server Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the Advanced MCP Server module, 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 MCP Server 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 MCP Server module, the tool catalog descriptions, the security rules, or related Odoo configuration done outside TeqStars guidance.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • AI client misbehavior that is reproducible only on a specific vendor’s release (Claude Desktop, ChatGPT, Cursor, Gemini CLI, etc.) and not against the documented MCP protocol.

  • Issues caused by a third-party embedding provider (OpenAI, etc.) — outages, quota limits, model deprecation, API contract changes.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, reverse-proxy misconfiguration, performance, disk space, database corruption).

  • Misconfiguration (wrong endpoint URL, wrong rate limits, missing OAuth redirect URIs, broken web.base.url) when the module behaves as designed.

  • AI-generated content quality — wrong tool choices, hallucinated values, poorly-phrased emails — which are properties of the AI client, not of the MCP Server.

Note

If an issue is caused by external factors (third-party code, hosting, an AI client release, or an embedding provider), 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).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

[email protected] for long descriptions, logs, and screenshots.
Response time

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 (e.g. 19.0) and edition (Enterprise or Community).

  • MCP Server module version (visible in Apps).

  • AI client and its version (Claude Desktop 1.x, ChatGPT, Cursor, Claude Code CLI, Gemini CLI, Continue.dev, custom integration).

  • Connection type (Browser-login OAuth, API key, or Custom OAuth).

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (which menu was opened, which tool the AI tried to call, what the AI was prompted with).

  • Screenshots or a short screen recording showing the error or wrong data.

  • Audit log excerpts from MCP Server ‣ Audit Logs for the failing time window — filter to Errors and copy the relevant rows (open the row for the full Request / Response / Error tabs).

  • Odoo server logs when the failure happens server-side (HTTP 5xx, traceback in the log).

Warning

Incomplete information (missing Odoo version, module version, AI client, audit-log excerpt, or reproduction steps) may delay diagnosis and resolution. The MCP Server’s audit log is usually the single most useful artefact — please always include it.

Before Submitting

Check the following before you open a ticket:

  • The issue is reproducible on demand (or you describe the exact conditions).

  • The MCP endpoint master switch is Enabled (MCP Server ‣ Configuration ‣ Server Settings).

  • The connection is Active, not Revoked, and within its rate-limit ceiling.

  • The connection’s Allowed Tools / Allowed Models / IP Restrictions are not unintentionally blocking the call.

  • The AI client uses the endpoint URL shown on the Server Settings form (no stale URL from a previous test).

  • Where applicable, the Knowledge Layer is not showing the Re-index required banner.

  • You have walked the relevant section of Troubleshooting.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

New tools, custom ontology concepts, tightened security policies, or integrations beyond the stock MCP Server behavior.

Consultation

Architecture, rollout, approval workflows, Knowledge Layer tuning, and best practices with your team.

See also