Guidelines and Scope of our Support

Tier 1 Support

As a Tier 1 support team, we’ll be merchants' first point of contact. When handling cases, our tier 1 team role is to provide assistance within the following scope:

  1. General and common inquiries
    • Handle common inquiries and general questions about the app's usage, features, limitations, and functionality —using searchable knowledge bases, and available resources.

  2. Configuration and Installation
    • Guide merchants through the app's installation process.
    • Explain how to and assist with configuring app settings to meet the merchant's specific needs.

  3. Assistance with errors or issues
    • Our team will troubleshoot known issues and provide solutions or workarounds when available.
    • Identify new issues and escalate them to the corresponding team or person (developer, Tier 2, etc.,) when applicable.

  4. Follow procedures
    • Adhere to established procedures by the developer for processing refunds, trial extensions, discounts, feature requests, etc., to help merchants accordingly.

  5. Minor CSS, HTML, and liquid adjustments
    • Tier 1 will be able to (but is not required to) help with minor CSS adjustments to an element; such as color, borders, font, size, space, padding, and margin.
    • Tier 1 will be able to (but is not required to) identify elements classes and IDs to apply styles or change their position, and help with minor HTML adjustments while using basic formatting tags and attributes.
    • Liquid adjustments can be made based on clear and detailed step-by-step instructions on how, where, and when these tweaks must be made. For example, adding a defined line of code to a specific theme page.
Note: These adjustments should be limited in scope and complexity. 

 

Tier 2 Support

Our Tier 2 support is limited to ensuring the app functions as intended with its native features and acceptable customizations. Our role is to provide assistance within the following scope:

  • Advanced Troubleshooting
    • Diagnosing and resolving app issues by offering advanced troubleshooting to provide immediate solutions, or finding workarounds when possible to minimize disruptions.
    • Escalating unresolved or critical issues to the development team for comprehensive analysis and lasting resolution.
    • To the extend of our knowledge in Shopify and popular apps, we investigate potential solutions to resolve compatibility issues with other applications.
    • We run QA analysis of the custom solutions implemented to take care of the performance of the store.
  • Customization
    • Assist with CSS customizations to match specific design preferences, and JavaScript changes that improve the user experience using the app’s built-in callbacks and methods without affecting core functionality or structure.

Note: Whenever we create custom code, we are unable to guarantee that it will be 100% error free of will work forever due to Shopify’s changing development environment. Nonetheless, we'll do our best to maintain custom code over time until we consider sustainable.

 

Cases that fall outside the scope of Tier 2

  • Will not support, fix or add customizations that modify the app’s default structure or core functionality.
  • Will not build custom solutions or add new features that the app still does not offer or alter the default structure of the app. Or do things unrelated to the functionality of the app.
  • Will not fix errors that arise as a result of third-party code or broken theme code. Troubleshooting third-party code is extremely difficult, so in order to continue with support, we may suggest: 
    • Uninstalling apps or reverting customizations to the original theme to restore default functionality. or,
    • Suggest the merchant to ask for help fixing the custom code to the person or team who implemented it.
  • If a merchant constantly asks for custom requests, we reserve the right to limit the number of support inquiries and deny further support when we feel it is reasonable.

Last Updated: October 29th, 2024.