Planzer Connector Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars Planzer 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 Planzer 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, wrong Environment, wrong API Endpoint URL, missing weights, missing addresses) when the product behaves as designed.
Limitations or feature gaps on the Planzer side (for example no live rate calculation, no shipment cancellation from Odoo, or Planzer API outages).
Note
If an issue is caused by external factors (third-party code, hosting, Planzer outage, or a shipment rejected by Planzer), 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.
support@teqstars.com 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 and edition (Enterprise or Community).
Module version of the Planzer Connector.
Planzer shipping partner details: which Planzer shipping partner record you use its Environment setting.
Delivery method settings: which Planzer delivery method configurations you are using.
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).
Screenshots or a short screen recording showing the error or wrong data.
The full text of the error message the app shows (for example a message that starts with
Planzer error:orPlanzer Errors:).Sale order / delivery order reference involved, and the tracking number if Planzer returned one.
Warning
Incomplete information (missing version, account identifier, 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).
The Planzer Username, Planzer Password and Planzer Token are still valid.
The Environment on the shipping partner matches your credentials. Use production only once your credentials are certified for the Planzer production environment.
The delivery method uses Planzer with Fixed Price or Planzer with Based on Rules to get rates. Planzer does not support live rate calculation.
The Default Package Type, Language and Label Format are set on the delivery method’s Configuration tab.
All required fields are populated on the sale order, delivery order, and partner records (weight, addresses, package).
You have ruled out conflicts from other shipping modules where possible.
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.
See also