Coverage
Support covers installation, billing questions, configuration, documented module behavior, privacy requests, and reproducible defects in supported Digitdeck releases. Support does not include custom theme development, legal advice, third-party app debugging, merchant network/device issues, or Shopify outages, although Digitdeck will reasonably help identify the responsible surface.
Support request requirements
Include the myshopify.com domain, module, approximate time and time zone, expected and observed
behavior, reproduction steps, and redacted screenshots. Never send passwords, API tokens, one-time
codes, payment-card data, or unnecessary customer records.
Target response levels
These are operational targets, not guaranteed resolution times or service credits unless a signed enterprise order states otherwise.
| Severity | Example | Initial-response target |
|---|---|---|
| Critical | Confirmed cross-tenant exposure, active compromise, or app-wide production outage | 4 business hours |
| High | Paid core module unavailable for one or more stores with no workaround | 1 business day |
| Normal | Partial defect, configuration issue, billing or privacy question | 2 business days |
| Low | How-to question, cosmetic issue, enhancement request | 3 business days |
Business days are Monday through Friday excluding Colombian public holidays. Support is currently email-based and monitored during Colombia business hours. Digitdeck may provide extended incident coverage for critical security or widespread availability events.
Status and communication
Digitdeck will acknowledge a valid request, assign severity, request only necessary diagnostics, provide material updates, and close with a resolution, workaround, or documented next action. Merchant responsiveness, third-party dependencies, and the need for Shopify review can affect resolution time.
Maintenance and availability
Digitdeck uses reasonable efforts to maintain the Service. Planned maintenance with material impact will be announced when practical. Emergency security maintenance may occur without prior notice. No uptime percentage or service credit applies unless separately signed.
Escalation
If a case is misclassified or stalled, reply to the original thread with “Escalation,” business impact, affected stores, and the requested outcome. Privacy and security matters should be labeled “Privacy” or “Security” and must avoid unnecessary personal data.