Support Policy

1. Scope of Free Support

Pasilobus provides complimentary support to users of our products, focused on ensuring smooth usage of our own tools and services. Free support includes:

  • Configuration assistance for Pasilobus-developed applications and services
  • General guidance on using the Pasilobus platform within eCommerce workflows
  • Identifying and resolving issues within websites or applications built by Pasilobus
  • Troubleshooting known problems and providing available resolutions or workarounds
  • Answering general “how-to” questions related to our products
  • Support for issues isolated to Pasilobus-developed Shopify apps, regardless of user customization

Free support is strictly limited to the functionality and performance of Pasilobus products. It does not include:

  • Debugging or modifying third-party applications or services
  • Custom code development or adaptation for compatibility
  • Search engine optimization (SEO) tasks or evaluations
  • Integration or customization of open-source or third-party software
  • Changes to themes, storefronts, or custom implementations not developed by Pasilobus

Pasilobus does not offer professional services or paid consulting for tasks outside the defined support scope.

2. Eligibility for Support

Support is available to registered Pasilobus users when the following conditions are met:

  • The request is submitted through an official channel (see Section 3)
  • The requester uses an email address associated with a valid Pasilobus account
  • The requester has administrative access to the relevant store or application

3. Support Channels

Technical support is available exclusively through:

Phone support is reserved for critical issues. For non-critical requests received by phone, follow-up will be provided via email.

4. Community and Informal Channels

Informal discussion and peer support are available via our community channels, including:

  • Twitter
  • Facebook

While Pasilobus team members may participate in these communities, support requests submitted through unofficial channels are not guaranteed a response. All official support must be requested through the designated support portal or email.

5. Support Hours

Standard support coverage is available during the following hours:

  • Monday to Friday, 9:00 AM to 6:00 PM Central Time (CT)
  • Excluding U.S. public holidays

Support tickets may be submitted at any time. Responses are provided during business hours unless covered under a Premium Support agreement.

6. Platform Monitoring

Pasilobus infrastructure is monitored 24/7 through automated systems. In the event of a disruption or service degradation:

  • Our operations team is alerted immediately and initiates response protocols
  • Updates are posted on our system status page: status.pasilobus.com
  • Users do not need to submit tickets for known incidents — progress and resolution timelines will be posted publicly

This monitoring service benefits all users, regardless of their support tier.

7. Premium Support

Pasilobus offers Premium Support packages for businesses requiring enhanced service levels. Premium Support includes:

  • Extended support coverage, including nights and weekends
  • Priority ticket handling and escalation
  • Personalized onboarding guidance and technical consultation related to Pasilobus products

Premium Support is designed to provide faster, more responsive assistance for Pasilobus tools. However, it does not include debugging, customizing, or supporting third-party applications or services. All support—free or premium—is limited to the scope of products and infrastructure developed and maintained by Pasilobus.

To inquire about Premium Support plans, please contact us.