Swiss Post (DIE Post) Connector Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for the Swiss Post (DIE Post) 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 Swiss Post 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 Client ID or Client Secret, missing franking licence, missing services, missing weights, missing addresses) when the product behaves as designed.
Limitations or feature gaps on the Swiss Post side (for example live rate calculation, shipment cancellation, services unavailable on a given account, or Swiss Post API outages).
Note
If an issue is caused by external factors (third-party code, hosting, Swiss Post outage, or carrier-side rejection), 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 Swiss Post (DIE Post) Connector.
Swiss Post shipping partner involved (the name of the shipping partner record in Odoo).
Delivery method involved with its complete details.
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, the delivery method used).
Screenshots or a short screen recording showing the error message or wrong data.
Name of relevant entries from the Shipping Logs button on the shipping partner, with their Request and Response tabs.
Sale order or delivery order reference involved.
Warning
Incomplete information (missing version, shipping partner or delivery method details, 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 shipping partner and delivery method settings match Configure Swiss Post (DIE Post) Connector.
The Client ID and Client Secret on the API Credential tab are still valid for your Swiss Post account.
The delivery method has a Franking Licence, SwissPost Services and a Label Format.
To get rates, you use a delivery method set to SwissPost with Fixed Price or SwissPost with Based on Rules. Swiss Post does not give live rates.
All required data is filled in on the sale order, delivery order and contacts (shipping weight, shipper and recipient addresses).
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.