Skip to main content

general-support-policy

General Support Policy​

This Support Policy describes how we provide our support service during your subscription. If you have any questions or do not agree with any points, please do not hesitate to contact us via [email protected].

This Support Policy may be updated over time. Please review this page periodically for any changes. Major updates will be announced through our newsletter, blog, and website.

Effective date: June 1, 2023

1. Support Time​

We serve customers from around the world and strive to provide the fastest response possible, regardless of time zone differences.

2. Support Definition​

Support covers issues encountered while using our products, including:

  • Existing bugs that prevent features from functioning correctly.
  • Bugs caused by conflicts with third-party extensions or applications.
  • Issues resulting from customer customizations.

3. Scope of Support​

Our support primarily focuses on:

  • App installation and configuration.
  • Guidance on product features and functionality.
  • Investigation and resolution of potential bugs.

Support is not provided for custom modifications or requests to add new features that are not part of the product.

Supported Cases​

We provide support for:

  • Compatibility issues arising from a fresh installation.
  • Questions about functionality not clearly explained in the documentation.
  • Features that do not work as described.
  • Existing bugs that have not been fixed in the current version.
  • Payment-related inquiries, even after the app has been uninstalled.

4. Out-of-Scope Support​

The following requests are outside our support scope:

  • Extensive app customizations.
  • HTML, CSS, JavaScript, PHP, or template modifications requiring more than minimal changes.
  • Errors caused by custom code or third-party customizations.
  • Changes to the default app workflow.
  • Requests for features not included in the product.
  • Compatibility with other Shopify apps or third-party software.
  • Data loss resulting from app downgrades.
  • Subscription cancellation requests. Subscription management must be completed manually.

5. Modification Support​

We may assist with simple modification requests that require only a few lines of code.

However, requests involving custom development, extensive testing, or significant code changes are considered out of scope. In these cases, we may provide basic guidance, but implementation must be completed by you or a third-party developer.

6. Before Asking Questions​

Before contacting support, please:

  • Review the product documentation.
  • Search the Help Center for relevant keywords.
  • Revisit setup and configuration instructions.

Most common questions can be resolved by consulting the existing documentation.

7. How to Get Support​

If the documentation does not answer your question, contact us at [email protected].

For faster assistance:

  • Use a clear and descriptive subject line.
  • Explain the issue in a structured format.
  • Include screenshots when applicable.
  • Keep your message concise and specific.

Most support requests are answered within the first hour of a normal business day. If you do not receive a response within that timeframe, you may submit a follow-up request.