Services > Process & Requirements

Process & Requirements

Our support team is focused on the quick turnaround of troubleshooting issues that should easily be describable in a short email. The task must be estimated to be under 5 hours, which includes the time to assess the task, back and forth communication, and revisions.

  • Turn around time is 1-2 weeks. 
  • The entire service is provided via text messaging or email.
  • We do not offer phone support. There are no exceptions.

Getting Started


To request a service, please submit this form. The engineering team will directly review your request within 3 business days. We will send you an offer if the request is accepted.  

Follow instructions to accept the offer, and the task will be scheduled in our system.

Development


The service will be ideally performed in the background without affecting your live store; however, there may be situations where this is not possible. In such cases, our team will inform you in advance. No changes will be published without a prompt approval from the account owner otherwise.

After we are done with development, you will receive a detailed message explaining the actions taken. 

Approval


Follow instructions to review changes. If you approve the job, please mark the job as done and close the case.

You may ask for two rounds of revisions as long as they are within the scope of service. Please allow at least three business days for us to review the revision request.

We recommend publishing changes at midnight, your local time, during hours where you have the least amount of web traffic.

Best Practices


For successful completion of your request, please follow the recommendations below:

  • Provide visuals to describe your issue
  • Keep your messages brief and short
  • Do not send follow up emails during the service 
  • Do not make any changes on your store during the service



 

Last Updated: September 3, 2020