Capell Support Terms

Plain-language summary: An active paid Capell product term includes reasonable-use email support for that product. Standard support targets a first human response within two UK business days. Paid priority support is not offered at launch while its tax treatment is reviewed. The standard target is a response target, not a promise of resolution time.

Included standard support

Each active Membership, individual-product, theme, or suite term includes unlimited reasonable-use email support for the first-party products covered by that purchase. Included support covers product defects, installation and configuration guidance, documented integrations, protected update access, and help identifying whether behaviour belongs to Capell or the surrounding Laravel application.

Reasonable use means genuine support questions from authorised members of the purchasing organisation. It does not impose a ticket quota, but it does not turn support into an open-ended development retainer.

What standard support excludes

Standard support does not include custom feature development, bespoke architecture or implementation, content entry, data migration, theme design, general Laravel consulting, third-party package debugging, hosting administration, deployment operation, incident response for infrastructure Capell does not control, training programmes, or guaranteed compatibility with undocumented modifications.

When a request falls outside included support, Capell may explain the boundary, suggest a self-service route, or offer separately quoted services. Declining a quote does not remove support for issues that remain within the purchased product scope.

Standard response target and UK business calendar

Standard support targets the first substantive human response within two UK business days. UK business days are Monday to Friday, excluding bank holidays observed in England and Wales. The target uses the Europe/London calendar, including daylight-saving changes.

The clock starts when Capell receives a complete request with enough information to begin triage. Automated acknowledgements do not count as a human response. The clock pauses while Capell is waiting for requested customer information, access, reproduction steps, approval, or another dependency controlled by the customer, and resumes when that dependency is supplied.

The target is for a first human response, not diagnosis, workaround, fix, release, or final resolution. Complexity, third-party dependencies, security handling, and the need for a safe release may affect resolution time.

Priority support availability

Paid priority support is not offered at launch while its tax treatment is reviewed. There is no separate priority-support payment path or priority response target. Support requests continue under the included standard-support terms above.

Separately quoted services

Work outside included support requires a written quote describing scope, deliverables, assumptions, exclusions, acceptance criteria, timeline, and price. The customer must explicitly accept that quote. Capell takes payment only after acceptance, and quoted work begins only after the matching payment is confirmed.

First-party, third-party, and free-foundation responsibility

Capell supports first-party products identified as covered by the active purchase. Third-party packages remain the responsibility of their authors unless a written quote expressly includes investigation or integration work. Capell may help identify the responsible boundary without adopting the third party’s obligations.

For the free Capell Foundation, Capell accepts defect and security reports affecting first-party code. General implementation guidance, configuration support, and project-specific troubleshooting require an active paid term or a separately accepted quote.

Active terms, expiry, and beta products

Included support and protected updates remain available through the active access term and its stated grace period. Installed software continues running after ordinary expiry, but included support, new downloads, protected installs, and protected updates require renewal. A refunded or revoked paid package may stop running at the next enforceable authorisation or marketplace check-in; offline revocation is not instantaneous. Renewal is different from a software upgrade: renewal extends the support and update term, while an upgrade changes installed software.

Only products individually labelled Beta are provided for evaluation and feedback; that label does not apply to Capell Foundation. Support may help reproduce and classify beta issues, but beta behaviour may change, documentation may be incomplete, and production suitability, compatibility, migration stability, and release timing are not guaranteed.

Attachments, privacy, and retention

Support attachments are private to authorised participants and support staff. Customers should provide only the minimum information needed, remove secrets and unrelated personal data, and never send production credentials unless Capell has requested a specific secure transfer method.

Support correspondence is deleted or anonymised 24 months after a request closes, and attachments are deleted 90 days after closure. A legal hold, open dispute, chargeback, fraud investigation, or statutory enquiry pauses deletion only for the affected records while the exclusion remains active.

Payments and the commercial vocabulary

Lemon Squeezy processes Membership, individual-product, suite, theme, and product-renewal payments through the available Marketplace checkout paths. Stripe processes separately quoted service payments. A product renewal extends an existing support and update term. A software upgrade installs a newer release. An upgrade to Membership replaces or expands the commercial catalogue available to the organisation and may apply eligible purchase credit.

Questions about these terms can be submitted through the private support request route. The support-policy version captured when a request is opened governs its operational target unless a later written agreement expressly replaces it.