> 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 *Last updated: August 20, 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. * Requests and questions about the [Get expert help](/docs/theme-companion/theme-updates/get-expert-help.md) service, including quotes. ### What support doesn't cover * **Resolving your conflicts, editing your theme's code, or completing updates for you.** Theme Companion is a self-service tool — that work is yours, or it's available as the paid [Get expert help](/docs/theme-companion/theme-updates/get-expert-help.md) service. * **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 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/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 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.