Support Policy

At Pasilobus, we are dedicated to satisfying the needs of all our customers. Improving customer experience is very important to us and this is why we offer free limited technical support to all Shopify Stores that have previously worked with us or currently using our Shopify Apps. Free technical support is limited to the scope, hours, contacts, and channels below.

1. Scope

Pasilobus' free support offering is exclusive to the Shopify Stores, and is limited to the following:

Installation and Configuration Issues

  • Configuration of Shopify Store settings and Pasilobus' Shopify apps
  • General questions about Shopify and Pasilobus

Troubleshooting

  • Identifying problems within Shopify Stores developed by Pasilobus
  • Providing workarounds or resolutions for known problems
  • Answering general how-to questions, and providing pointers to overcome stumbling blocks.
  • Troubleshooting supported software and Shopify Apps of Pasilobus, independent of the user's application or Shopify Store code

Not Covered

Pasilobus' technical support services do not extend to the following areas:

  • General debugging of user applications
  • Rewriting code for compatibility with other third party software or with software developed by Pasilobus
  • Modifying and/or patching third party or Open Source software packages for compatibility with Shopify and software developed by Pasilobus
  • Search Engine Optimization Issues

Pasilobus does not offer a paid consulting or professional services program for issues that are not covered by our Support policy but does have an active Shopify Support Program for merchants that need ongoing help with maintaining their Shopify stores.

2. Who can contact support?

Limited free technical support is available to all registered users of Pasilobus. Support requests will only be processed if:

  • The request is made through one of our official support channels (see below)
  • The request originates from a registered Pasilobus account email address
  • The requester has admin access to any specific Pasilobus applications or to Shopify Store pertaining to the request

3. Support Channels

Free technical support is available exclusively through the Pasilobus Support Site located at pasilobus.zendesk.com/hc

Web

Registered Pasilobus users can submit new tickets.

Email

If you are unable to log in or access your account, you may submit a ticket by sending an e-mail from your Pasilobus account email address to support@pasilobus.com.

Phone

Phone support is only offered for store emergencies. If request is not evaluated as emergency, we will get in touch with you via email. Extended Phone Support is available to our Premium Shopify Support Program members.

4. Unofficial Channels

Pasilobus' support staff will only respond to support requests received through the official channels listed above. However, a number of community channels exist for peer-to-peer support and discussion. Community channels with active participation from Pasilobus team members include:

Please remember that Pasilobus team members may participate in community channels at Pasilobus' discretion, but there is no guarantee of response for support issues unless they are submitted through one of the official channels above.

5. Hours

Pasilobus' Support offers 12×5 coverage. Hours are 9am - 6pm Central Time, Monday - Friday, excluding US Holidays. Support inquiries may be submitted at any time. 24×7 support is available via our Shopify Support Program package.

Pasilobus' applications are monitored 24×7. See Section below of Proactive Monitoring for more details.

6. Proactive Monitoring

Pasilobus' apps are monitored 24×7 by comprehensive automated systems. In the event of any issue affecting the health and operation of Pasilobus' infrastructure, core systems, or tools, our dedicated operations team is notified and will respond immediately to diagnose and correct any issues. This 24×7 monitoring covers the entire scope of Pasilobus' products, benefitting all users - free as well as paying.

In the event of a platform issue, a notice will be posted on our platform status site at status.pasilobus.com (Coming Soon) to promptly communicate the impact and status of any such issue. If there's an ongoing platform issue, you do not need to submit a support ticket. Instead, monitor the status page which will always be kept up-to-date with the latest progress and information.

7. Premium Support

Please contact us to find out about our Premium Support Program options.