PageFly - Support policy

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In this article, you will learn about PageFly support policy. This article will tell you all about what you can expect from us.

About support service

Product support is a free service provided by PageFly team.

We offer product and technical support to PageFly users via in-app live chat and email. Furthermore, we will help you with issues about installation, usage, account and membership.

If you are not a PageFly user but still need general information regarding PageFly or our company, feel free to contact us, we are happy to answer your questions.

For customers

To receive the best support quality, please follow some rules:

  • Use polite language when communicating for support request.
  • Describe your problems as detailed as possible (screenshots or videos are highly recommended).
  • Send us your site URL and staff account.

We have a Help Center that has answers for most questions about PageFly. It also provides guides for technical issues that usually occur while using the app.

Therefore, before submitting a support request, please check the Help Center to be more pro-active in finding solutions.

Support hours

Our official support hours are Monday to Friday, 9am-6pm, Vietnam timezone (GMT +7). You will most likely get the first response within 1 hour for live chat and 3 hours for email.

Besides this time range, support is still provided but you might expect a delay. Response time can vary from time to time. In some cases, it can go up to 6 hours from Monday to Friday and up to 12 hours for Sat and Sun.

However, you can submit your support inquiries any time.

Note: customization requests takes longer to resolve, so please be patient.

Support channels

Our official support channels:

  • Submit a ticket on our Help Center
  • Open a support ticket in-app via Intercom live chat
  • Send an email on PageFly app listing
  • Send a direct email to happytohelp@pagefly.io

Extent of our support

The scope of our support includes the following:

  • Bug fixes
  • Configuration questions or guidance of PageFly app
  • Compatibility issues with Shopify theme
  • Configuration of Shopify Store settings
  • Fixing Shopify theme issues
  • Compatibility with other third-party apps

Each support task should last 30 minutes maximum.

Above all, we do not offer support to anything not related to our products/ services (e.g. third-party themes and apps).

With that in mind, we reserve the rights to refuse to help or to request for an additional fee if your task is considered complex or external to our scope of support.

Therefore, our team highly encourage you to spend some time familiarizing with PageFly to optimize its features and functions.

Customization

Above all, we will help you with minor customizations (for example, overriding custom CSS code) in PageFly. However, we reserve the right to ask for an additional fee if your request relates to a new customization or design.

If the support task lasts longer than 30 minutes, it will be considered a service and an additional fee may be requested.