VAVANG Invoice RC
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VAVANG INVOICE / DOCS / EN

Support policy

An active PRO or AGENCY subscription includes best-effort email support for the documented Vavang Invoice product. V1 does not include a contractual response-time or resolution SLA unless a signed order explicitly adds one.

Included support scope

Support covers:

  • installation and documented configuration;
  • documented plugin behavior and operational commands;
  • confirmed plugin defects and regressions;
  • supported PHP/Sylius compatibility regressions;
  • questions about the documented connector behavior shipped by the plugin;
  • confirmed compliance/regulatory defects in rules implemented by the plugin.

Priority is normally given to invoice/transmission blocking regressions, confirmed regulatory defects, supported compatibility regressions, then installation/configuration questions and feature requests.

Not included

Standard V1 support does not include:

  • custom Sylius/project development or theme work;
  • merchant accounting-data repair outside plugin migrations;
  • accounting, tax or legal advice;
  • onboarding/support fees charged by Qonto, Pennylane or another external provider;
  • unsupported/custom connector development;
  • hosting, infrastructure operation or application monitoring;
  • guaranteed response or resolution times.

These services can require a separate quote or the relevant external provider.

Agency support

AGENCY includes one agency support contact for authorized installations within the purchased allowance. The agency remains the normal first-level technical contact for its customer projects unless a separate agreement says otherwise.

Security reports

Security vulnerabilities should be reported privately and must not be posted publicly with exploit details. A security fix can require an expedited release and may override the normal deprecation window when necessary to protect customers.

Subscription state

Support entitlement is commercial and separate from fiscal processing. After subscription expiry or an over-limit licensing state, standard support may be unavailable until regularization/renewal, but the plugin must not disable existing fiscal processing as enforcement.