Terms of Service and Policies

Every request made after go-live is classified into one of six categories. The classification determines the response time and whether the request consumes hours from your service package.

Category	Description	Consumes hours
Support	Questions, operational blockers, configuration and delegated tasks on existing functionality.	Yes
Adjustment	Incorporation of an operational scenario that was not covered by the approved acceptance criteria.	Yes
Enhancement	New functionality that did not exist in the implemented scope.	Yes, subject to a quote
Refactoring	Internal code optimisation, with no change in functional behaviour.	No
Bug	A programming error that prevents the approved specification from being met.	No, with an active subscription
Warranty	A deviation from the approved specification, reported within the warranty period.	No

Before starting any work that consumes hours, your project lead will inform you of the assigned category and the corresponding hour estimate, for your approval.

The warranty on every deliverable begins on the day it is deployed to the production environment (go-live) and runs for 30 continuous calendar days.

• The period is not counted from acceptance in the testing environment (UAT), nor from the completion of development, nor from the issuing of the invoice.
• The deployment date is formally recorded and you are notified at the start of the period, together with its expiry date.
• If a deliverable is deployed in phases, each phase has its own 30-day window.
• Fixing a request under warranty does not restart the original window.
• If deployment is postponed for reasons attributable to the client, the warranty begins on the date Plusteam makes the deliverable available for production and formally notifies you.

What it covers: deviations of the deliverable from the acceptance criteria approved in writing before development.

What it does not cover: new functionality; scenarios not contemplated in the approved acceptance criteria; changes of criteria or expectation regarding behaviour that operates as approved; and modifications made by the client or by third parties to the delivered code.

Once the warranty period has ended, fixing programming errors (bugs) in the custom modules developed by Plusteam requires an active subscription: a support subscription, a Localization subscription and its add-ons, or a maintenance subscription covering the contracted modules.

• With an active subscription: the fix is handled under the plan's corrective maintenance at no additional cost, with the response times of the contracted plan.
• Without an active subscription: the fix is handled as an on-demand service, quoted individually and invoiced at the current rate. Priority response times are not guaranteed under this arrangement.

Coverage applies exclusively to modules developed and maintained by Plusteam. Third-party modules, modifications made by the client or other providers to the delivered code, and Odoo version upgrades not accompanied by Plusteam are excluded.

Business hours: Monday to Friday, 8:00 to 17:00 (GMT-4, Venezuela time), excluding weekends and Venezuelan national public holidays. Plusteam does not offer 24/7 coverage. All the times stated below are counted in business hours only.

First response means the acknowledgement of your request together with its classification and the plan of action; it is not the resolution.

Severity	Definition	First response — Primordial	First response — Plus	Target resolution
S1 Critical	Operations halted with no workaround.	8 business hours	4 business hours	3 business days
S2 High	Key process degraded, a viable workaround exists.	1 business day	8 business hours	5 business days
S3 Medium	Non-critical functionality, functional question, configuration.	3 business days	1 business day	10 business days
S4 Low	Cosmetic, general enquiry, minor improvement.	3 business days	2 business days	Prioritised backlog

Conditions of application

• The SLA applies when there is an active subscription and hours available in the package.
• Requests are received only through the official Helpdesk channel. Requests made through informal channels do not trigger the SLA.
• The clock is paused while a request is waiting on information, access or validation from the client.
• Severity is proposed by the client when reporting and confirmed by Plusteam when classifying; in the event of a discrepancy, the definitions in this table prevail.
• Resolution times are management targets. Third-party dependencies (Odoo S.A., tax compliance providers, external integrations) and force majeure are excluded.

Concept	Condition
Minimum recorded unit	30 minutes per request. Beyond that minimum, time is recorded in 15-minute increments.
Monthly subscription hours	They correspond to the service month and do not accumulate or carry over to the following month.
Hour blocks purchased separately	Valid for 12 months from the invoice date. Once that period has elapsed, unused hours expire and are non-refundable.
Package exhaustion	Once available hours reach zero, service is suspended until the package is topped up or additional hours are authorised in writing.
Emergency overage	For S1 incidents only, Plusteam may exceed the period's hours by up to 10% so as not to halt your operation. The excess is invoiced in the following cycle.
On-site meetings	Add 1 hour to consumption, for travel and preparation.
Consumption authorisation	Only the single point of contact designated by your company may authorise the consumption of hours.
Traceability	All consumption is recorded and available for your review online.

This policy describes how PlusTeam LLC collects, uses, protects and shares the information obtained through our Google Calendar integration. The integration is designed to enhance your experience by synchronising events between Odoo and your Google Calendar.

Information we collect

• Calendar details: event names, descriptions, locations and times.
• User information: names and email addresses associated with Google Calendar.

How we use your information

• Synchronise calendar events between Odoo and Google Calendar.
• Provide personalised support and improve the user experience.
• Improve our services and develop new features.

Sharing and disclosure of information

We do not sell or rent your personal information to third parties. Information may be shared with service providers and partners who assist us in delivering the integration and related services, and with legal and government authorities where required by law.

Data security

We implement industry-standard security measures to protect your information against unauthorised access, alteration or destruction.

Your rights

You have the right to access, correct or delete the personal information we store. You can manage your preferences in your Google Calendar settings, or contact us directly at administration@plusteam.tech or +1 650 758 7034.

Changes to this policy

We may update this policy to reflect changes in our information practices. We will notify you of any significant changes by posting the new policy on our website.

These terms govern your use of PlusTeam LLC's Google Calendar integration. By accessing or using the integration, you agree to be bound by them.

Use of the service

• You must use the integration only for lawful purposes and in accordance with these terms.
• You agree not to misuse the integration or help anyone else to do so.

Your account

You are responsible for the security of your Google Calendar and Odoo accounts, and for any activity associated with them.

Prohibited activities

• Interfering with the operation of the integration.
• Accessing the integration by means other than the interface and the instructions we provide.

Intellectual property rights

PlusTeam LLC owns the rights to the technology behind the integration. You may not copy, modify, distribute, sell or lease any part of our services or software.

Termination

We may terminate your access to the integration without notice if you breach these terms.

Disclaimer of warranties and limitation of liability

The integration is provided “as is”. We disclaim all warranties, express or implied, including those of merchantability and fitness for a particular purpose. PlusTeam LLC shall not be liable for any indirect, incidental, special, consequential or punitive damages arising from your use of the integration.

Governing law

These terms are governed by the laws of the United States of America.

Although this site may link to other pages, this does not imply, directly or indirectly, our approval, association, sponsorship, endorsement or affiliation with those pages, unless specifically stated.

You should carefully review the legal notices and other conditions of use of any website you access through links on this site. Visiting external portals or web pages is at your own risk.

This website may use cookies to personalise and facilitate your browsing. You can configure your browser to notify you of and reject the cookies we send. Please also see our Cookie Policy and our Privacy Policy.