# 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.

<table data-view="cards"><thead><tr><th></th><th data-hidden data-card-target data-type="content-ref"></th></tr></thead><tbody><tr><td>Contact theme support</td><td><a href="https://brickspacelab.com/pages/contact">https://brickspacelab.com/pages/contact</a></td></tr><tr><td>Contact Shopify support</td><td><a href="http://help.shopify.com/">http://help.shopify.com/</a></td></tr></tbody></table>

## Our support policy <a href="#our-support-policy" id="our-support-policy"></a>

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 <a href="#support-limitations" id="support-limitations"></a>

* 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.
* Slab includes an annual license. Support is available for the duration of your active license. Once your license expires, support and updates are no longer included until renewed.
* Themes are only licensed to the store that your originally purchased it for.
* Unlicensed themes are not eligble to receive support or updates.
* License transfers between stores are only available in rare cases and are not guaranteed.
* We may block customers who enage in abusive behavior or inappropriate language.

​

## Apps <a href="#apps" id="apps"></a>

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.


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