📖 Handbook for Support
📖

Handbook for Support

Emergency/Critical Support

Emergency support should only be requested when an issue is causing a serious interruption to business operations and cannot wait until the next working day.

Examples of emergencies include:

  • A complete system outage
  • All users being unable to access Odoo
  • Critical business data becoming unavailable
  • A major network or server failure
  • A security incident requiring immediate attention
  • A business-critical process being completely blocked

Emergency Contact Number - Monday to Sunday, 24/7 Support


📞Call: 2746 3333


This number is reserved for genuine emergencies.

When calling, please be prepared to provide your company name, a description of the issue, the number of users affected and the impact on your operations. We may also request to remotely access your computer device via AnyDesk, so please make sure to have it installed at all times.

AnyDesk can be installed using the following links:

Windows OS: https://anydesk.com/en/downloads/windows
MAC OS: https://anydesk.com/en/downloads/mac-os
Linux OS: https://anydesk.com/en/downloads/linux
For Android or IOS smart devices, visit the app/play store and search AnyDesk and install the app.



Non-Critical Support Requests

For issues that do not require immediate assistance, please submit a support ticket using one of the following methods.

Website Support Forms - Monday to Friday, 9:00 AM to 5:00 PM

CLICK HERE FOR SUPPORT REQUEST

Use the website form for:

  • General IT support
  • Odoo support
  • Technical questions
  • Change requests
  • Non-urgent faults
  • Requests that require screenshots or supporting documents

Please provide as much information as possible, including the affected user, device, system, error message and steps already attempted.

Email Support - Monday to Friday, 9:00 AM to 5:00 PM

Email: support@centricmt.com

This email address can be used for both general IT and Odoo support requests.

When emailing support, please include:

  • Your company name
  • Your name and contact number
  • A clear description of the issue
  • The number of users affected
  • Screenshots or error messages
  • Whether the issue is preventing normal business operations

WhatsApp Support - Monday to Friday, 9:00 AM to 5:00 PM

Message WhatsApp: 7746 9500

Available during normal support hours:

WhatsApp should be used for live support, short questions and quick updates regarding an existing ticket. Complex requests may still need to be formally submitted by email or through the website.



Important Support Guidelines

Please submit one ticket per issue so that each request can be tracked correctly.

Avoid submitting the same issue through multiple channels unless the situation has become urgent. When following up, always provide the original ticket number or email subject.

After-hours assistance should not be used for routine questions, training requests, system changes or issues that can reasonably wait until normal working hours.