Support Policy

Last updated: May 23, 2026

1. Support channels

Channel	Use for
luche.staff@gmail.com	Apps, bugs, technical questions
luche.staff@gmail.com	Theme quotes, custom projects
/contact	General inquiries — routed internally
Documentation	/docs, /articles

2. Business hours

Business days: Monday–Friday (excluding public holidays — timezone: [Asia/Ho_Chi_Minh]).
Target response: email within 1–2 business days; production-down (P1) prioritized within 24 hours.

3. What we cover

Included:

Bugs in our apps, setup guidance, compatibility after Shopify API updates.
Questions covered by public documentation.

Not included (unless under contract):

Third-party themes or merchant custom code.
Legal, tax, or advertising advice.
Basic Shopify Admin training (we may link to Shopify Help).

4. App Store and billing

Merchants should upgrade/downgrade plans in Shopify Admin without contacting support (Shopify 1.2.3). Billing issues: send shop domain and Application charge screenshots to luche.staff@gmail.com.

5. Escalation

Reply to your thread with subject Escalation if the first response is insufficient — technical lead review within 5 business days.

6. Languages

Support is provided in English. Additional languages may be offered case by case.