> For the complete documentation index, see [llms.txt](https://help.brickspacelab.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.brickspacelab.com/keystone/general/support-policy.md).
# Support policy
Email support is available Monday to Friday with a typical 3-day response time. Shopify support is often the best option for platform issues or third party integrations.
## Our support policy
Our support includes bug fixes and questions about built-in features and functionality. Our support does not include third party app integrations or code customizations.
| What we cover | What we don't cover |
| -------------------------------------------------------- | ----------------------------------------------------------------- |
| ✅ Questions about our themes features and functionality. | ❌ Design or code customizations. |
| ✅ Help setting up a theme's built-in features. | ❌ Installing theme updates. |
| ✅ Fixing bugs or issues in unmodified themes. | ❌ Issues with the Shopify admin . |
| ✅ Call support via scheduled meetings. | ❌ Transferring customizations to an updated theme. |
| ✅ 1-on-1 onboarding via scheduled meetings. | ❌ Fixing and troubleshooting issues related to custom theme code. |
| | ❌ Support for integrations or third party apps. |
## Support limitations
* Submitting multiple tickets for the same issue will move your request to the end of the queue, causing a delayed response.
* Support is provided in english. We do our best to offer translated support when available.
* All theme purchases include lifetime support. However, we offer limited support for versions over a year old. Upgrading to the latest version is may be required for technical support.
* Themes are only licensed to the store that your originally purchased it for.
* Unlicensed themes are not eligble to receive support or updates.
* Contact Shopify if you'd like to transfer a theme license from one store to another.
* We may block customers who enage in abusive behavior or inappropriate language.
## Apps
Be careful when adding apps to your store. Some apps leave code in your theme even after removal, which can cause issues later. If you have problems, talk to a developer. We can't ensure all apps work with our themes due to the large number. For app issues, contact the app developer first; they're the experts.
## What counts as modified code
Modified code is any change to theme files outside normal theme editor settings. Examples include:
* Editing files under **Edit code** (Liquid, CSS, JavaScript, or snippets)
* Applying code suggested by Shopify Sidekick, ChatGPT, or similar tools directly to theme files
* Custom work from a freelancer or agency pasted into the theme
* App code left behind in theme files after an app is removed
* Duplicating and editing core theme snippets or sections
These are **not** considered modified code:
* Changes made only in **Customize** (sections, blocks, and **Theme settings**)
* CSS added through built-in **Custom CSS** fields in the theme editor
* Content changes in Shopify admin (products, pages, navigation menus, metafields)
* App blocks and app embeds installed through supported Shopify app extension flows
## Shopify Sidekick and AI code tools
Shopify Sidekick and similar AI assistants can generate Liquid, CSS, or JavaScript and apply it straight to your theme. That application counts as a code modification.
{% hint style="warning" %}
**Using AI tools to edit theme code may void theme support eligibility** for issues caused by or related to those edits. This is stated in our [Terms of service](broken://pages/VuGJkBmco9hfsmS6EaqH) and [Contact support](broken://pages/YG06LNDFlIQrOtPuh7gU) policy.
{% endhint %}
If you want to experiment with AI-generated code:
1. **Duplicate the theme first** so you keep an unmodified copy.
2. **Never apply AI changes to your only live theme** without a rollback plan.
3. **Document what changed** so a developer can revert or merge updates later.
## If your theme was already modified
1. **Duplicate the theme** and keep the modified copy for reference.
2. **Install a fresh copy** of your Brickspace theme from your purchase source, or duplicate before edits began if you still have it.
3. **Compare behavior** on the clean theme. If the issue disappears, the cause is almost certainly custom or app code—not a core theme defect.
4. **Contact the original developer** or hire a Shopify Expert for rollback or fixes. See [Hire a Shopify developer](broken://pages/Fyss7M7PkIKyON7bVWSI).
For step-by-step recovery guidance, see [Recover from third-party theme code changes](broken://pages/hgWE4sjckHbJn7NrUSv0).
---
# 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:
```
GET https://help.brickspacelab.com/keystone/general/support-policy.md?ask=
```
The question should be specific, self-contained, and written in natural language.
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.