[IMP] upgrade: update and improve the upgrade processes and information

task ID: 2684744

closes #1509

Signed-off-by: Antoine Vandevenne (anv) <[email protected]>

Author: Donapi

content/administration/maintain/online.rst

@@ -36,8 +36,8 @@ Upgrade
 =======
 
 If you are *not* on the latest **Online version**, you should receive an invitation to :doc:`upgrade
-<../upgrade/process>` your database. A **Rolling Release button** on your database's main screen
-proposes an upgrade to the latest version (e.g., 13.0 to 15.1).
+<../upgrade>` your database. A **Rolling Release button** on your database's main screen proposes an
+upgrade to the latest version (e.g., 13.0 to 15.1).
 
 .. important::
    - | **If your Odoo database's version is lower than the latest major release:**
@@ -53,7 +53,7 @@ proposes an upgrade to the latest version (e.g., 13.0 to 15.1).
    allows you to request a test upgrade of your database to check for any discrepancies.
 
 .. seealso::
-   - :doc:`../upgrade/process`
+   - :doc:`../upgrade`
    - :doc:`supported_versions`
 
 .. _online/duplicate:

content/administration/maintain/supported_versions.rst

@@ -11,8 +11,7 @@ Odoo provides support and bug fixing **for the 3 last major versions** of Odoo.
    Odoo releases intermediary versions called **Online versions** on the :doc:`Odoo Online <online>`
    hosting every two months. Odoo Online users can then benefit from the latest features of Odoo.
 
-   - Admins of Odoo Online databases are invited to :doc:`upgrade <../upgrade/process>` them
-     regularly.
+   - Admins of Odoo Online databases are invited to :doc:`upgrade <../upgrade>` them regularly.
    - Online versions are *not* released for Odoo.sh and On-Premise installations.
    - Online versions are listed below as *SaaS*.
 

content/administration/upgrade.rst

@@ -1,12 +1,257 @@
-:nosearch:
+:show-content:
+
+.. |assistance-contact| replace::
+   If you need Odoo assistance on this matter, please get in touch with your Odoo Account Manager or
+   our `Sales department`_.
+.. _Sales department: mailto:[email protected]
 
 =======
 Upgrade
 =======
 
 .. toctree::
+   :titlesonly:
+
+   upgrade/online_hosting
+   upgrade/odoo_sh
+   upgrade/on_premise
+   upgrade/faq
+
+An upgrade is switching to a newer version of Odoo (e.g., Odoo 14.0 to Odoo 15.0).
+
+An upgrade does not cover:
+
+* Changing :ref:`editions <upgrade-faq/editions-change>` (i.e., Community to Enterprise edition)
+* Switching :ref:`hosting type <upgrade-faq/hosting-types-switch>` (i.e., On-Premise to Online or
+  Odoo.sh)
+* Migration from another ERP to Odoo
+
+.. note:: |assistance-contact|
+
+.. seealso::
+   - :ref:`upgrade/sla`
+
+.. _upgrade/process-workflow:
+
+Process workflow
+================
+
+The upgrade process in a nutshell:
+
+#. You create a test upgrade request.
+#. Odoo processes the request automatically by running the database through an upgrade script, which
+   takes between 20 and 120 minutes.
+#. Odoo delivers a test database.
+#. You test your database for possible discrepancies (see :ref:`upgrade/test-guidance`).
+#. If there are any discrepancies, you report them to the Upgrade support team via the help portal
+   (see :ref:`upgrade/test-assistance`).
+#. We fix the issues and send you a new test database.
+#. Once you have completed the testing and are happy with the result, you decide on a date and time
+   when you stop users from accessing Odoo, freeze all data entries, and create an upgrade request
+   for the production upgrade.
+#. Odoo delivers the production database through the automated process.
+#. You restore it in your Production environment a few short hours later and continue working on the
+   newly upgraded database (this is done automatically on Odoo Online).
+
+.. seealso::
+   - :doc:`upgrade/online_hosting`
+   - :doc:`upgrade/odoo_sh`
+   - :doc:`upgrade/on_premise`
+
+.. _upgrade/testing-phase:
+
+Testing
+=======
+
+This phase allows you to review an upgraded version of your database without affecting your
+production database in any way. We suggest that you run the test upgrade process at least once, but
+you can do it as many times as you need (one at a time).
+
+Once you receive your upgraded test database, check that all data, processes, and functionality are
+still correct and working as expected.
+
+If you do find discrepancies, :ref:`report your issues <upgrade/test-assistance>` and :ref:`request
+a new test database <upgrade/test-db-request>` when the reported issues are fixed in the upgrade
+script.
+
+If you do not find any discrepancies, you can move on to the upgrade of your production database.
+
+.. important::
+   A test database is only intended for testing and remains completely unrelated to your present or
+   future production database. Any data you add, or changes you make, will not be reflected in your
+   upgraded production database.
+
+.. note::
+   Test databases are neutered and features are disabled to prevent them from having an impact on
+   the production database:
+
+   #. The serial number of the database is modified (to prevent it from sending information as if it
+      was the production database).
+   #. The :ref:`base URL of the database <domain-name/web-base-url>` is reset to
+      ``http://localhost:8069`` and the email domain to ``localhost``.
+   #. Scheduled actions are disabled (the calendar synchronization, the bank statement
+      synchronization, the planned automated actions, the fetching of incoming mail servers, etc.).
+   #. Outgoing mail servers are disabled by archiving the existing ones and adding a
+      fake/non-working one.
+   #. Payment providers and delivery carriers are reset to test environment.
+   #. Accounting localization Electronic Data Interchange (EDI) services are disabled.
+   #. A system parameter is set to tell the database has been neutered.
+
+.. _upgrade/test-db-request:
+
+Request a test database
+=======================
+
+Follow the instructions available per hosting type on the `website form
+<https://upgrade.odoo.com>`_ and select *Testing* purpose.
+
+.. image:: upgrade/test-purpose.png
+   :align: center
+   :alt: Selection of the "Testing" purpose in the upgrade form on Odoo
+
+.. _upgrade/test-guidance:
+
+Test guidance
+=============
+
+Every business and organization has its own operational needs and has to test its specific Odoo
+database individually. We recommend you look at `the test scenario
+<https://docs.google.com/document/d/1ypNs7JKPOsjNbKpdiKFH7Al6g6whZ9jr7f7duAQ5E1w/>`_ for further
+information.
+
+.. todo:: change link "test scenario" once the related doc is published
+
+.. _upgrade/test-assistance:
+
+Assistance
+----------
+
+If you encounter an issue in the **test database**, please get in touch with Odoo Upgrade Support
+via the `Odoo Support page <https://www.odoo.com/help>`_.
+
+Under the *Ticket Description* section, select *An issue related to my upgrade* ticket type.
+
+   .. image:: upgrade/test-assistance.png
+      :align: center
+      :alt: Selection of "An issue related to my upgrade" as Ticket Type in the support form on Odoo
+
+   .. warning::
+      If you choose another *Ticket Description* type, the request will be redirected to another
+      team. This will slow down the processing and response time.
+
+Please provide as much detail as you can (i.e., videos and screenshots to illustrate your issue).
+This will avoid clarifying questions and speed up the resolution process significantly.
+
+.. note::
+   * The purpose of the test phase is not to correct existing data or configurations in your
+     database.
+   * |assistance-contact|
+
+.. _upgrade/steps-production:
+
+The production launch
+=====================
+
+The production upgrade request is when you decide to upgrade your current database with all your
+production data (invoices, VAT returns, inventories, current orders) to a new version of your
+choice.
+
+After your :ref:`tests <upgrade/testing-phase>` are completed to your satisfaction, submit the
+request to upgrade your production database via our `website form <https://upgrade.odoo.com>`_.
+Select *Production* purpose.
+
+.. important::
+   Going into production without first testing may lead to:
+
+   - business interruptions (e.g., no longer having the possibility to validate an action)
+   - poor customer experiences (e.g., an eCommerce website that does not work correctly)
+
+.. _upgrade/production-assistance:
+
+Assistance
+----------
+
+If you encounter issues or problems in the **production database**, please get in touch with **Odoo
+Support**:
+
+#. Connect to our `Odoo Support page <https://www.odoo.com/help>`_.
+#. Under the *Ticket Description* section, select the appropriate type related to your issue but
+   **do not select** the option *An issue related to my upgrade*.
+
+   .. note::
+      After upgrading to production, the support will be provided by the Support team instead of the
+      Upgrade team.
+
+#. Please provide as much detail as you can (i.e., videos and screenshots to illustrate your issue).
+   This will avoid clarifying questions and speed up the resolution process significantly.
+
+   .. warning::
+      If you choose *An issue related to my upgrade* as ticket type, the request will be redirected
+      to another team than the support one and will slow down the processing and response time.
+
+.. _upgrade/assistance:
+
+Help
+====
+
+.. _upgrade/contact:
+
+Contact our Upgrade service support
+-----------------------------------
+
+Should you have any more questions about the upgrade, do not hesitate to send a message to `Odoo
+Upgrade Team <mailto:[email protected]>`_. We will be happy to answer it as soon as possible.
+
+.. _upgrade/supported-versions:
+
+Supported versions
+------------------
+
+Please note that Odoo provides support and bug fixing only for the three last major versions of
+Odoo.
+
+This is a factor to take into consideration before upgrading. If you are on an older version, we
+suggest you to prefer the most recent version to benefit from longer support (before having to
+upgrade again).
+
+.. seealso::
+   :doc:`maintain/supported_versions`
+
+.. _upgrade/sla:
+
+Service Level Agreement
+=======================
+
+What is covered by the Enterprise Licence?
+------------------------------------------
+
+Databases hosted on Odoo’s Cloud platforms (Saas and Odoo.sh) or On-Premise (Self-Hosting) enjoy the
+following services at all times.
+
+The upgrade of:
+
+* standard applications
+* Studio customization (as long as the :guilabel:`Studio` app is still active)
+* customizations done by our consulting and developer services *if* they are covered by a
+  ‘Maintenance of Customisations’ subscription
+
+The Upgrade Service is limited to your database's technical conversion and adaptation (standard
+modules and data) to make it compatible with the targeted version.
+
+What upgrading does NOT cover
+-----------------------------
+
+* The cleaning of pre-existing data & configuration while upgrading
+* Any new developments and/or upgrades of your own :ref:`custom modules
+  <upgrade-faq/custom-modules>`
+* `Training <https://www.odoo.com/learn>`_ on the latest version
+
+You can get more information about your Enterprise Licence on our :ref:`Odoo Enterprise Subscription
+Agreement <upgrade>` page.
+
+.. note:: |assistance-contact|
 
-    upgrade/process
-    upgrade/odoo_sh
-    upgrade/service_level
-    upgrade/faq
+.. seealso::
+   - :doc:`upgrade/faq`
+   - :doc:`odoo_sh`
+   - :doc:`maintain/supported_versions`