> For the complete documentation index, see [llms.txt](https://staylime.com/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://staylime.com/docs/energy-label/legal/support-policy.md). # Support Policy How EU Energy Label support works and what it covers. *Last updated: September 2, 2026* This policy describes support for the **EU Energy Label** Shopify app, operated by Staylime Inc. It complements our [Terms of Service](/docs/energy-label/legal/terms-of-service.md). ### How to reach us Submit a request through our [contact form](https://staylime.zendesk.com/hc/en-us/requests/new) — the support links inside the app lead to the same place. We don't provide phone or live chat support: most requests are technical, and written tickets let us investigate properly. Support is available **Monday through Friday, 9:00 AM – 6:00 PM Central European Time**, excluding most European holidays. We aim to answer within 24 hours; depending on ticket volume, please allow up to 1–2 business days. Support is available in English only. ### What support covers * Questions about using the app. * Bugs and technical issues in the app itself. * **Theme setup help**: finding the CSS selector values for collection, search, cart, and cart drawer templates in your theme, and setting up additional placements — such as home page sections — where your theme allows it. For custom or heavily customized themes this help is provided on a best-effort basis. ### What support doesn't cover * **Legal advice or compliance confirmation.** We can explain what the app does; whether your store meets the requirements of the EU Energy Labelling Regulation is an assessment we cannot make for you. * **Determining which of your products are covered** by energy labeling regulations, or obtaining EPREL registration numbers — that information comes from your supplier or the [EPREL public database](https://eprel.ec.europa.eu/screen/home). * **Errors in EPREL data.** Labels and product information sheets are generated from data registered by the product's supplier; corrections can only be made by the supplier in EPREL. * **Shopify administration and native Shopify functionality.** For those, contact [Shopify support](https://help.shopify.com/) directly. * **Issues caused by other apps or custom code** in your theme. Your first point of contact is the developer of that app or code. * **Development work** — new features, custom integrations, or design changes. We may reasonably limit or decline support in cases of excessive or repetitive requests, abusive communication, or requests aimed at obtaining development work outside the support scope. ### To get the fastest response * After submitting the form, look for the automated confirmation email. If it doesn't arrive within a few minutes, check your spam folder and the email address you entered — we may not have received your message. * Tickets are handled in the order received — sending follow-ups before we've replied doesn't speed things up. ### Changes to this policy If this policy changes, we will publish the new version on this page with an updated date. --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter: ``` GET https://staylime.com/docs/energy-label/legal/support-policy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.