Support now runs around the clock across all four apps. Weekends and overnight are covered, and the people answering are the engineers who wrote the code rather than an outsourced desk reading from a script.
Why this mattered enough to change
Our merchants sell in every timezone, and the problems that need answering fastest do not arrive during office hours. A discount rule misfiring on a Saturday morning sale is urgent in a way that a question about configuration is not, and until now the honest answer was that it would be looked at on Monday.
A store that trusts us is worth more than a store that installs us — and trust is mostly built at inconvenient hours.
What to expect
- Available 24/7, every day, across all four apps
- Answered by the team that builds the apps
- Usually within one business day, faster for anything affecting a live storefront
- Include your store URL and the app in question and you will get a useful answer first time
How we are staffing it
Not by hiring a night shift that cannot fix anything. Cover rotates through the engineering team, which means the person reading your message can usually also deploy the fix. It costs us more than a ticket queue and it is the only version of this we thought worth doing.
The trade-off is honest: at 3am you are talking to one engineer rather than a department. Anything that needs a considered product decision will still wait for the morning. Anything that is broken will not.
Getting in touch
Write to [email protected] or use the chat inside any of the apps. Privacy and data requests go to [email protected] and are answered within 30 days.