About this Support Policy
This Support Policy describes what support you can expect from us regarding the Shoptimised Service.
If you have questions about this Support Policy or do not agree with it, please contact us before using the Website. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes. This Support Policy is effective from 1 March 2018.
By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.
What Our Support Service Covers
We only support our product feeds and software. Our support does not extend to the Google Merchant Center or other platform and any potential suspensions. We will assist you in the process of dealing with platform suspensions but we cannot act on your behalf and do not take responsibility for such suspensions.
We will fix any defects in our Products as quickly as possible after they are brought to our attention. We will also try to provide a solution via our communication for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know.
What Our Support Service Does Not Cover
Our Support Service does not cover our Products supplied by Third Parties who are not our Resellers or Third Party products and services.
We provide our Products as is. While we can help you to configure and manage our products within the capabilities of each, but we do not customize our Products or support any Third Party customizations of our Products. A customization is anything that changes the way our Products look or function relative to how we make our Products available to you
Product Support Channels
We provide Support Services through our via telephone, email or our online chat. We do not provide our Support Service through any other channel (including, but not limited to Facebook, Twitter, LinkedIn or any other social media platform) at this time.
Our general support hours are Monday to Friday, 08:30 to 17:00 GMT. Although we strive to respond to all queries within 24 hours, our actual response times may vary and we may take longer to respond to more advanced or technical queries.
Incorporation by reference
This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:
The provisions incorporated into this Support Policy from the Terms must be read as being applicable to this Support Policy, to the extent doing so does not materially change their meaning. To the extent the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.
The defined terms in the Supplementary Glossary in the Support Policy have specific meanings in the context of this Support Policy and shall be interpreted in accordance with the principles set out in the Terms.