This Support Policy outlines how we provide essential support services during your subscription. If you have any questions or disagree with any points, please reach out to us at [email protected].
As this Support Policy may change over time, we recommend checking this page periodically for the latest updates.
This Support Policy has been effective globally since January 16th, 2018.
1. Support Time
We serve a diverse customer base worldwide. While accommodating all time zones can be challenging, we strive to provide support that works for the majority of our users.
Our support hours are Monday to Friday (excluding holidays), from 9 AM to 11:59 PM (UTC+7). Please consider the time difference when reaching out for assistance.
2. Support Definition
Support encompasses various issues customers may encounter while using our products, including:
- Bugs that exist in the products, causing features to malfunction.
- Bugs resulting from conflicts with third-party extensions.
- Bugs caused by customer customizations.
3. What is the Scope of Support?
Our support primarily focuses on the following areas:
- Installation and configuration of apps.
- Usage of app features.
- Bug fixes.
Support does not cover app modifications or feature integrations. We assist with:
- Compatibility errors from fresh product installations.
- Functionality inquiries not covered in our documentation.
- Features that do not work as advertised.
- Existing bugs not fixed in the current version.
- Payment inquiries, even if the app has been uninstalled.
4. What is the Meaning of “Out-of-Scope”?
- In-depth app customizations or code changes that require more than 1-2 minutes of work.
- Errors related to custom code (PHP/JavaScript) or third-party customizations.
- Changes to the app’s default workflow.
- Adding unadvertised functionality not included by default.
- Compatibility issues with other Shopify apps or third-party software.
- Data loss due to app downgrades.
- Manual cancellation of the app usage.
5. What is Modification Support?
- We can assist with modification requests that require publishing 2-3 lines of code.
- Requests needing custom queries or extensive code will be considered out-of-scope. Basic guidance will be provided, but you may need to hire an external developer for complex implementations.
6. Before Asking Questions
- Please read the product documentation and search our Help Center for keywords before reaching out.
- Most questions can be answered by reviewing the existing documentation.
7. How to Get Support
- If our documentation does not answer your question, contact us via live chat or email us at [email protected]
- When submitting a support request, please provide a clear subject and structure your content to help our team respond quickly.
- Include screenshots that clearly illustrate your issue.
- Keep your message concise for faster feedback.
- Typically, you will receive a response within the first hour of a normal working day. If you do not hear back, feel free to submit a new request.
8. Definition of DONE
Each support request should ideally address one or two issues to maintain focus and clarity.
- Once you confirm that your issue is resolved, our support team will close the ticket.
- Please submit new tickets for any additional questions or bugs instead of adding them to resolved cases.
9. Bug Fixes
- For site-specific bugs requiring technical support, we aim to respond within 24 hours (excluding weekends). Our technician will assist you once we have sufficient information.
- We appreciate your suggestions for improvements, which will be forwarded to our Business Development team for consideration.
- However, we cannot guarantee immediate solutions for unavailable features. We will inform you if a workaround exists.
10. Abuse
FireApps reserves the right to revoke access to support services in cases of abuse, including but not limited to:
- Use of profanity.
- Defamation of character.
- Spamming.
- Misuse of support tickets for self-promotion.
- Reposting identical messages across multiple tickets or threads.
11. Supported Browsers
Our apps are compatible with modern browsers such as Google Chrome, Apple Safari, and Microsoft Edge. Please note that our app may not function properly on Internet Explorer 11, as Microsoft has phased out support for it.