Support
How to get help with the LaravelUi5 SDK, and what to expect from us.
Before you reach out
A quick check often resolves things faster than a ticket:
- the documentation for guides and reference,
- the CHANGELOG for recent changes,
- the ROADMAP for what's planned,
- the public issue trackers for already-reported items.
How to reach us
| Your need | Where |
|---|---|
| Subscription support — bugs, questions, how-to | email support@pragmatiqu.io or the customer portal |
| A security vulnerability | not here — use the security page (private, encrypted) |
| A non-urgent bug or feature request | the GitHub issue tracker for the relevant package |
Support is provided for active SDK subscriptions, on business days (Central European Time).
What to expect
These are our first-response targets by severity:
| Severity | First response (target) |
|---|---|
| Production-impacting / urgent | within 1 business day |
| Everything else — bugs, questions | within 2 business days |
Targets, not guarantees. We work to beat them and most requests are answered sooner, but they are what we aim for, not what we contractually owe. Response times become a guarantee only under a support retainer — see below.
We prioritize fixes by severity and our published roadmap, and we don't commit to resolution deadlines: the right fix often depends on your environment as much as ours.
What support covers
Support covers the SDK as distributed. It doesn't extend to your application code, your infrastructure, or third-party software — though we'll always try to point you in the right direction.
It also covers a supported version. Which majors still receive fixes, for how long, and how that window is tied to Laravel's own security support is on Releases and Support Policy. If your installation is past its window, we will tell you where you stand and what the options are — an upgrade, or extended maintenance.
Guaranteed response: a retainer
A service-level agreement is a paid arrangement. Teams needing guaranteed response times, a named contact or scheduled support arrange one as a support retainer, under separate contract and priced separately from the licence. The licence buys the software and the targets above; the retainer buys the guarantee.
Ask during your onboarding call, or email support@pragmatiqu.io and we'll set up a conversation. Ask during your onboarding call, or email support@pragmatiqu.io and we'll set up a conversation.