Legal
Support Agreement
What each support tier covers, how fast we respond, and what falls outside the scope of a licence.
| Tier | Cost | First response | Channels | Covers |
|---|---|---|---|---|
| Community | Included | Best effort | Community board |
|
| Standard | Included with licence | 2 business days | Email, Telegram |
|
| PriorityPopular Recommended for shops processing live orders |
Add-on | 4 business hours | Telegram, email, remote session |
|
| Managed For multi-site and distributor deployments |
By arrangement | 1 hour, 24/7 | Dedicated channel |
|
What is included
Every licence includes diagnosis and resolution of defects in the software — if GsmWhale does not do what this website says it does, fixing it is on us and costs nothing extra.
Also included: help getting the software installed and running, licence and billing questions, and guidance on configuring add-ons you have purchased.
What is not included
Support covers our software, not your infrastructure or your suppliers. Specifically out of scope:
- Server administration — OS patching, firewall rules, DNS, SSL renewal on your own certificates.
- Third-party failures — a supplier API that is down, a gateway that declines your merchant application, a mail provider that blocks your IP.
- Custom development — bespoke features, integrations or themes. These can be quoted separately.
- Heavily modified installs — if you have edited core files, we will help where we can but cannot guarantee a fix for a codebase we did not write.
- End-customer support — we support your installation, not your users. Your customers contact you.
How to get a fast answer
Response targets are measured from when a complete report reaches us, so an incomplete report takes longer even if we reply quickly. Include the panel URL and version, the affected add-on, what you did, what you expected, what happened, and the exact error text or a screenshot.
One issue per request. A message containing four unrelated problems will take four times as long to close.
Response targets
Targets apply during business days in our operating timezone, excluding public holidays. A complex defect may need longer than the first-response target to fully resolve — the target covers the initial reply, not the fix.
Managed plans carry contractual uptime and response commitments in a separate signed schedule, which takes precedence over this page where they differ.
Questions, answered.
No. Community support is best-effort — the board is monitored but there is no committed response time. Anything with a deadline should be on Standard or above.
Yes. Priority is billed per month and can be started or stopped at any time. It applies from the moment payment clears.
It is not a breach of anything, but it does affect what we can promise. We will always try to help; we just cannot guarantee a fix on code we did not write. Keeping customisations in add-on form avoids this entirely.
Installation help is included on Standard and above. If you would rather we did the whole migration for you, that is available as a quoted service — see the Contact page.
Need a faster response?
Priority support answers within four business hours and includes remote diagnosis on your server. One message is enough to start it.
Ask about Priority support