> 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/theme-companion/legal/support-policy.md). # Support Policy How Theme Companion support works and what it covers. *Last updated: September 30, 2026* This policy describes support for the **Theme Companion** Shopify app, operated by Staylime Inc. It complements our [Terms of Service](/docs/theme-companion/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 **Get 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. * Guidance during a theme update: if you're unsure about a specific conflict, or something doesn't look right, describe it and we'll help you understand what's happening and how to finish the update. In some cases we may ask for collaborator access to your store to look into it directly. ### What support doesn't cover * **Completing updates, resolving conflicts, or editing theme code on your behalf.** For hands-on work, involve the developer who customized your theme. * **Theme bugs and theme functionality.** Themes are built and supported by their vendors — contact the vendor of your theme. * **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, including sections you or your developer have modified. Your first point of contact is the developer of that app or code. * **Development work** — new features, custom sections, 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 by asking a question. Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters: ``` GET https://staylime.com/docs/theme-companion/legal/support-policy.md?ask=&goal= ``` `ask` is the immediate question: it should be specific, self-contained, and written in natural language. `goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case. 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.