Odoo support team is here to assist you by providing tools and materials or fix issues you encounter on standard applications with your database or your odoo account and subscription.
Odoo Support team does not make changes to your production database without your agreement and gives you the material and knowledge to do it yourself!
If the issue is a generic bug, an update of servers is done on a weekly basis.
If you encounter an issue in a custom module or custom code (extra lines of code), support can be provided as long as the subscription contains maintenance costs for additional lines of code.
Odoo support does not include training, implementation or intervention on your own servers or third party accounts (Payment providers, shiping provider, ....).
These topic can be covered through a Odoo Success Pack.