Help
Help & support
This page explains how support works for CoDeliver customers and what we consider “in‑plan” vs “out‑of‑plan” support.
Phone & online support only for customers
Phone and online support (email, tickets, etc.) are available only to active customers with a CoDeliver service agreement. For general questions or demos please use the demo or contact forms.
In‑plan support
“In‑plan” covers support around the core service: access, stability, bugs and questions about features that are already configured for your organisation. These cases are covered by your subscription and, where applicable, your support pack, without per‑incident fees.
Out‑of‑plan support
Requests such as new integrations, Route Builder tuning for new scenarios, fleet data analysis, extra team training or general consulting are treated as out‑of‑plan. For these you can choose either a support pack or per‑hour / per‑project billing, as also reflected in the Cost Wizard.
Support plans
- In‑plan: basic technical support for platform operation, bug fixing and day‑to‑day usage questions.
- Support pack: a fixed number of hours per month for fine‑tuning, scenario design and advice on cost/SLA.
- Out‑of‑plan: ad‑hoc projects or extra hours beyond the pack, billed per hour under your contract.
Need training or a workshop?
For onboarding a new team or optimising your configuration you can book online or on‑site training.
Helpful material before opening a ticket
Many questions are already answered in the FAQ and Articles & resources. We recommend checking those first so your support request can be as specific as possible.