Brevo Connector Support Policy¶
Scope, channels, and how we help. This page explains the free bug-fix coverage for the Odoo Brevo Connector (formerly Sendinblue), 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 operation in a supported Odoo and module version, reproducible by TeqStars.
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 Brevo 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).
Misconfiguration (wrong API key, webhooks, or account settings) when the product behaves as designed.
Limitations or changes in the Brevo API or your Brevo plan.
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).
Open a ticket, attach files, and track status in one place.
[email protected] for long descriptions, logs, and screenshots.
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).
Brevo plan and whether ecommerce is active: never share your full API key.
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.
Brevo logs from (or relevant Odoo logs), if available.
Warning
Incomplete information (missing version, plan, 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).
Account, list and sync settings match the setup guides.
You have ruled out conflicts from other modules where possible.
Scheduled actions and Live Sync are active, and the site uses HTTPS for webhooks.
Additional Support¶
When you need more than standard bug-fix coverage.
Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.
Changes to fields, workflows, or integrations beyond the stock connector behavior.
Architecture, rollout, multi-account design, and best practices with your team.