Support and Maintenance
Support Channels and Response Times
Last Updated: September 19, 2025Purpose This article explains how Shopstars provides support to clients, which communication channels are used, and what response times can be expected. It defines how priorities are set and how clients should choose the correct channel for their requests. Clients should use this as the reference for understanding how to reach Shopstars and what turnaround...
Issue Reporting and Escalation
Last Updated: September 19, 2025Purpose This article explains how clients should report bugs, incidents, or technical issues to Shopstars, what details are required for efficient troubleshooting, and how escalation is handled when an issue is critical or unresolved. Clients should use this as the reference for ensuring their issues are logged, prioritized, and resolved quickly. Why Structured Reporting Matters...
Maintenance Cycles and Updates
Last Updated: September 19, 2025Purpose This article explains how Shopstars manages ongoing maintenance for Shopify stores. It covers scheduled cycles for updates, how apps and themes are reviewed, how integrations are monitored, and how preventative work is prioritized. Clients should use this as the reference for understanding how their store stays secure, stable, and aligned with Shopify’s evolving platform....
Backups, Version Control, and Rollbacks
Last Updated: September 19, 2025Purpose This article explains how Shopstars manages backups, version control, and rollback procedures for Shopify stores. It covers what data is backed up, how code and themes are versioned, and what steps are taken to restore a store if an issue occurs. Clients should use this as the reference for understanding how store continuity is...
Service Levels and Retainer Coverage
Last Updated: September 19, 2025Purpose This article explains how Shopstars defines service levels (SLAs) and what is included in retainer coverage. It covers priority levels, response commitments, what tasks are included in ongoing retainers, and how additional scope is managed. Clients should use this as the reference for understanding what support is guaranteed under their agreement and how extended...