Help and response
Support Policy
How to get help, what to include and the target response rhythm for different issues.
Response times below are targets during business hours, not guaranteed service levels. Founding-pilot arrangements may add a review rhythm confirmed in writing.
How to get help.
Use Help, Guide me or Ask Liva inside the product, visit the Help Centre, or email support@liva7.com. Normal hours are Monday to Friday, 09:00–17:00 UK time, excluding UK public holidays. You can send a message at any time.
Target first response.
| Priority | Example | Target |
|---|---|---|
| Critical | A verified Liva 7 action makes your live storefront unusable or creates an immediate data-security risk. | 4 business hours |
| High | Installation, billing, access or an active storefront block is materially failing. | 1 business day |
| Normal | A feature question, configuration issue or non-blocking defect. | 2 business days |
| Feedback | A product idea, pilot note or documentation suggestion. | 3 business days |
What to include.
- Your .myshopify.com domain and affected Liva 7 screen or storefront URL.
- What you expected, what happened and when it occurred.
- A screenshot or action-receipt ID where safe.
- Whether the problem affects a live or unpublished theme.
Do not email passwords, access tokens, API keys, payment-card information or raw customer exports.
Safe incident handling.
For a storefront problem, the first priority is containment: pause the affected experience, preserve your existing storefront and retain relevant evidence. Resolution is confirmed only after the affected path is retested. You retain final control of Shopify theme publication.