Shopify Professional Support

How do we work with Shopify Standard Support?

In order for us to help you with your Shopify Support work you will need to follow a series of steps:

1. You must communicate with us informing us of what you need us to do and giving us access to your shop so that we can work on it. For any type of incident we will always communicate by email, that is to say, in writing, as misunderstandings can arise over the phone that may affect the execution of the work. But if we see it necessary, we will make videoconferences to be able to share a screen and explain things in a better way. These calls will be recorded so that you can consult them.

2. Once you have contacted us, the job is added to our team’s task schedule and within two to three days the task manager will get on with it. Each intervention is equivalent to a minimum of 15 minutes in your hourly package.

3. Every job that is done is reflected in the client area so you can see what is being done in your shop and how much time has been spent on each of the tasks that have been carried out.

4. An important thing to bear in mind is that the working hours of the technicians are from 7:00 to 15:00 from Monday to Friday. For this reason, no standard support tasks are handled outside these hours.