Support Policy
Support Agreement
The qikify support team is responsible for day-to-day support requests and incident resolution.
When a Shopify merchant installs a product of qikify, he/she becomes qikify user and has the right to request for support on the scope applicable to their product, until he/she uninstalls.
Support Time
- Mon - Fri | 2am - 11am UTC
- All tickets/topics will be answered within 20 hours (weekdays).
Response time can vary based on ticket volume.
Support Scope
✔: in scope ✘: out of scope
Request | Support time | Free user | Paid user |
|---|---|---|---|
Instruction for function | unlimited | ✔ | ✔ |
Help to setup available function (function is working normally) | < 0.5h | ✔ | ✔ |
0.5 - 1h | ✘ | ✔ | |
> 1h | ✘ | ✘ | |
Fix bug | unlimited | ✔ | ✔ |
Provide updates | unlimited | ✔ | ✔ |
Customize style of app | < 0.5h | ✔ | ✔ |
0.5 - 1h | ✘ | ✔ | |
> 1h | ✘ | ✘ | |
Modify a feature | < 0.5h | ✔ | ✔ |
0.5 - 1h | ✘ | ✔ | |
> 1h | ✘ | ✘ | |
Add a new feature | < 0.5h | ✔ | ✔ |
0.5 - 1h | ✘ | ✔ | |
> 1h | ✘ | ✘ | |
Conflict with other app | unlimited | ✔ | ✔ |
Customize theme (not related to app) | - | ✘ | ✘ |
Fix or customize other app | - | ✘ | ✘ |
- For out-of-scope requests, additional charge will be applied based on resolution time (Our rate is $35 per hour).
- Resolution time is counted per user per store, not per tickets. Which means if you have already used up all free support time (eg. 1-hour customization), you will be required to pay additional charge for the next request.
We do NOT provide support for whom violates our app policy (eg. remove watermark or use paid version in an unauthorized way...)
Note
- Please check out our Knowledge Base or Community before submitting a ticket. Your questions might already be answered.
- For better understand, please write your ticket in English.
- Please don't submit a duplicate ticket or send a follow-up email until you hear back from our support team. It won't help to shorten the support time.
- Topics in Community are public. Please consider before sharing any information in topics.
- Your information in Tickets are confidential. Only you and our support team will see your ticket.
If you have any further questions or concerns about our support policy, feel free to get in touch.
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