This document describes the “commercially reasonable” technical support and updates that Logistack provides during an active subscription term. It is intended to satisfy clause 6 of the licence: “During the subscription term, Licensor will provide commercially reasonable technical support and updates as described in the service documentation.”

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Main Support: Before resorting to email and phone, report to Community Support

Pro: Email & telephone support - use email for reporting PHP errors, and phone for when pages don't display anything, or your site is completely down.

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I work full time as a courier, so support times are adjusted accordingly.

Support is provided Monday–Sunday, 16:00–22:00 (Europe/London), including UK public holidays.

All customers may call for urgent, "business-critical issues" (see "Severity levels"). Best-effort response applies out of hours. Call between 08:00 and 22:00. Leave a message as I may be driving when you call.

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Call the developer on +44 (0) 77 888 211 21, or email on lee@venture-logistics.co.uk

Include: subject, description, describe steps that resulted in the problem, screenshots/logs or error codes, and your environment (domain url, PHP/MySQL versions).

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SEV1 — Critical: Complete outage, data loss, or security incident that prevents core operations.

• Pro: target first response within 2 business hours during business hours; best-effort after hours.

SEV2 — High: Major feature degraded with no reasonable workaround.

• Pro: target first response within 4 business hours.

SEV3 — Normal: Issue with a reasonable workaround; non-critical bug; configuration help.

• Pro: target first response within 1 business day.

SEV4 — Low: Cosmetic issues, how-to questions, usability suggestions.

• Pro: target first response within 2 business days.

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During the subscription term, Licensor will provide commercially reasonable technical support and updates as described in the service documentation.

1. Security patches

   Prioritised and released as soon as reasonably possible. Customers are expected to apply updates promptly - flagged as IMPORTANT in email title, with a red explanation mark.
2. Minor updates (1.8.??)

   Performance, bug fixes, small features. Generally backward-compatible.
3. Feature releases (1.??)

   New features and improvements. We aim to preserve backward compatibility and provide migration notes.
4. Major versions (??.0)

   May include breaking changes with deprecation notices and migration guidance in advance.
5. Delivery

   Updates are provided via a .zip file through email. Unpack and use the upload feature to install the updates.

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Help with installation, configuration, and standard usage of Logistack features.

Investigation of reproducible bugs in current, supported versions.

Guidance on best practices, performance tuning, and data export/import within Logistack.

Advice on integrating officially supported modules (e.g., driver app, tracking, POD uploads, jobs→invoices workflow).

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Custom code you or third parties modify, themes, or plugins not authored or officially supported by Logistack - this is explicity forbidden in the license.

Server, hosting, or network issues outside our control (e.g., cPanel, DNS, SSL, firewalls, mail deliverability).

Fixes for end-of-life PHP/MySQL versions, unsupported browsers, or outdated server stacks.

Data recovery for customer-initiated deletions unless backups exist and restoration is feasible.

Training, bespoke development, or on-site work (available as paid services on request).

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Maintain supported environments (current stable PHP/MySQL, required extensions, adequate resources).

Provide timely access/logs to reproduce issues (test accounts, anonymised data, or temporary credentials).

Apply updates within a reasonable timeframe, especially security patches.

Keep licence and billing details current to avoid service interruption (a short grace period may apply).

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We provide “commercially reasonable” support volume. To protect service quality, we may throttle or prioritise excessive, repetitive, or out-of-scope requests and suggest training or paid consulting.

Telephone support is intended for time-sensitive issues; routine queries should use community support or email (for PHP errors).

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We support the current major version and the previous minor release for a reasonable overlap period. Deprecation timelines are communicated in release notes.

Security fixes may be backported at our discretion.

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We handle customer data per our Privacy Policy. For troubleshooting, you may grant temporary, limited access. Credentials shared for support should be temporary and revoked after use.

We will never ask for full card details or unrelated personal data - if someone calls or emails saying they're us hang up and check the senders email address - we'll only email you through venture-logistics.co.uk or logistack.co.uk accounts.

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We may refine this document to reflect improvements to the service. Material changes will be noted in release notes or via email.