BigCommerce Connector Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the Odoo BigCommerce Connector, 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 connector 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 connector or to related Odoo or BigCommerce 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 (wrong credentials, scopes, locations, order statuses, or instance settings) when the product behaves as designed.

  • Limitations or feature gaps on the BigCommerce side (for example, BigCommerce APIs that do not accept a particular field or operation).

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).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

[email protected] for long descriptions, logs, and screenshots.
Response time

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).

  • BigCommerce store hash and the storefront URL you use with the connector.

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons, scheduled actions).

  • Screenshots or a short screen recording showing the error or wrong data.

  • Logs from Marketplaces ‣ Queues ‣ Logs (or relevant Odoo logs), if available.

Warning

Incomplete information (missing version, store hash, 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).

  • Instance and BigCommerce settings match Create a BigCommerce instance in Odoo and related guides.

  • The API Account has all required scopes and the Access Token is still valid.

  • You have ruled out conflicts from other marketplace or shipping modules where possible.

  • Relevant scheduled actions are active and ran at least once before the failure.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-store design, and best practices with your team.

See also