Theme support scope
- Questions about configuring Orveta’s included sections, blocks and settings.
- Reproducible problems in the theme’s supplied code, including responsive layout and accessibility defects.
- Clarification of documented behavior and guidance on reproducing an issue on an unmodified theme copy.
Work outside the included scope
Custom design, bespoke code, third-party app development, catalog entry and migration work require a separate agreement. Payment-provider configuration, account eligibility, tax and shipping policy decisions remain with the merchant and the relevant service. When a problem crosses an app or Shopify boundary, the support investigation should identify that boundary rather than promise an unsupported fix.
Response and bug handling
The launch support process must provide a first response within two business days and a route for urgent technical defects. A first response is not a guaranteed resolution time. Critical bugs need immediate attention. Before this policy is published, the support schedule, time zone, receiving mailbox and escalation process must be confirmed and tested.
Prepare a useful request
- Your store URL, Orveta version, affected page URL and device/browser.
- Steps to reproduce, what you expected and what actually happened.
- Relevant screenshots with personal and customer information removed.
- Whether the same issue appears in an unmodified copy and which apps or custom changes are involved.
Never send passwords, payment-card data, API keys or private customer records. If store access is needed later, agree on a limited Shopify access process rather than sharing an admin password.