Smart Access Manager Support Policy¶
Scope, channels, and how we help. This page explains free bug-fix coverage for Smart Access Manager, 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 module or to related Odoo 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 — for example a role that does not apply because it is scoped to another company, or access denied by standard Odoo access rights rather than by a Smart Access Manager rule — when the product behaves as designed.
Note
If an issue is caused by external factors (third-party code, hosting, or environment), 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.
[email protected] 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 (e.g. 19.0) and edition (Enterprise or Community).
Purchase reference (Odoo Apps order or invoice number).
Clear description of the problem and the result you expect.
The role involved, and which of its restrictions is behaving unexpectedly.
The affected user, their Smart Access Manager level, and their standard Odoo access rights.
Steps to reproduce the issue from a clean path (menu clicks, buttons, actions).
Screenshots or a short screen recording showing the error or the unexpected behavior.
Relevant Odoo logs, if available.
Warning
Incomplete information (missing version, role, affected user, 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 role is Active, the user really holds it, and its Companies field matches the company the user is working in.
The behavior is not caused by standard Odoo access rights — a message naming Odoo groups comes from Odoo, not from Smart Access Manager.
You have ruled out conflicts from other access-management or customization 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 roles, rules, or workflows beyond the standard module behavior.
Access model design, role rollout, segregation of duties, and audit readiness with your team.