Support & Service Level Agreement
Last updated: 6 January 2026
At Liva 7, we're committed to providing reliable, responsive support to help you get the most from our platform. This Support & Service Level Agreement outlines what you can expect from our team, our response commitments, and how we work together to resolve issues quickly and effectively.
Support channels
We offer multiple ways to reach our support team. Choose the channel that works best for you:
- Email support at support@liva7.com
- In-app support chat (available in your Liva 7 dashboard)
- Help center with guides, tutorials, and FAQs
Response times
We aim to respond to all support requests promptly. Our typical response times are:
- Email and in-app chat: Within 24 hours during business days (Monday–Friday, 9 AM–5 PM GMT)
- Urgent issues: Prioritized for faster response
- Business hours: Monday to Friday, 9:00 AM to 5:00 PM GMT (excluding UK public holidays)
What you can expect from Liva 7support
Our support team is here to help you succeed. We provide:
- Guidance on using Liva 7 features and functionality
- Troubleshooting technical issues related to the app
- Assistance with account setup, configuration, and best practices
- Clarification on billing, subscriptions, and plan features
- Bug reporting and resolution tracking
What is outside the scope of support
To ensure we can focus on providing the best possible service, the following are outside our standard support scope:
- Custom theme development or modifications
- Third-party app integrations not directly related to EngageAI
- General Shopify platform support (please contact Shopify Support for platform-specific issues)
- Custom coding or development work beyond Liva 7's core functionality
Incident handling and escalation
If you experience a critical issue affecting your store or business operations, please mark your request as urgent. Our team will prioritize these cases and escalate them internally to ensure a swift resolution. We'll keep you informed throughout the process and provide regular updates until the issue is resolved.
Service availability
We strive to maintain high availability and reliability for Liva 7. While we work hard to minimize downtime, occasional maintenance or unforeseen technical issues may occur. We'll notify you in advance of any planned maintenance and work quickly to resolve any unplanned outages.
Please note that this SLA does not constitute a legal guarantee of uptime, but reflects our commitment to providing a dependable service.
Your responsibilities
To help us provide the best support experience, we ask that you:
- Provide accurate and detailed information when submitting support requests
- Respond promptly to any follow-up questions from our team
- Ensure your account and contact information are up to date
- Use Liva 7 in accordance with our Terms of Service
Changes to this SLA
We may update this Support & Service Level Agreement from time to time to reflect changes in our services or support processes. Any updates will be posted on this page, and we'll notify you of significant changes via email or in-app notification.
Contact us
If you have questions about this Support & Service Level Agreement or need assistance, please reach out to us at support@liva7.com or use the in-app support chat in your Liva 7 dashboard.
We're here to support your success. Thank you for choosing Liva 7.
