# Support policy

Our team is here to help! Whether you’ve encountered a bug, need help customizing a section, or have questions about setting up personalization and analytics, we’re just a message away. We’re committed to helping you get the most out of the app—quickly, clearly, and with zero guesswork. Your success is our priority.

#### What we support

| ✓ Questions about Global Styles or how our sections work                            |
| ----------------------------------------------------------------------------------- |
| ✓ Assistance with setting up built-in section features                              |
| ✓ Bug fixes related to unmodified use of our sections                               |
| ✓ Verifying that analytics are correctly feeding into your Google Analytics account |

#### What we don’t support

| Ⓧ For anything related to Products, Collections, Shipping, Payments, etc., please reach out to [Shopify Support](http://help.shopify.com/), who are best equipped to assist. |
| ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Ⓧ Customizations to the design or code of your sections. For custom work, we recommend hiring a [Fluorescent partner](https://partners.fluorescent.co/).                     |
| Ⓧ Issues caused by edited section code.                                                                                                                                      |
| Ⓧ Support for integrations or third-party apps. Please contact the app developer directly for assistance.                                                                    |
| Ⓧ Support via telephone or video chat.                                                                                                                                       |
| Ⓧ Installation of updates or transferring customizations (we’re happy to walk you through it, though).                                                                       |

#### Tickets and Conduct Policy

| <p>⚠ Sending multiple tickets for the same issue will result in your ticket being moved to the bottom of the queue, which could result in a delayed response. Please send only one ticket and follow up with our team if you haven’t received a response within 2 business days.</p><p></p> |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| ⚠ Support is provided in English, however if a ticket is submitted in another language we will attempt to use a translation tool to respond.                                                                                                                                                |
| ⚠ Inappropriate or discriminatory language will result a termination of support services.                                                                                                                                                                                                   |

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### Get support

<a href="https://fluorescent.co/contact" class="button primary" data-icon="envelope">Contact us</a>

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Our support team is here to answer any questions and address any issues arising from general use of the theme. We're available **Monday to Friday, 10AM to 6PM PST**, excluding statutory holidays.
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