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Theme Support Policy

What Auroinfo helps with, how to send a request that can be acted on, and how theme defects are handled.

What is covered

  • Help with the settings and functionality of an Auroinfo theme.
  • Defects in an Auroinfo theme, which are handled by Auroinfo.
  • Questions about the documentation for an Auroinfo theme.

What is scoped separately

Bespoke development, redesigns, store migrations and third-party services are quoted and scoped as separate work. So is anything that depends on another company’s product, including Shopify apps and payment providers.

Sending useful reproduction steps

  1. Reproduce the problem on an unpublished copy of the theme.
  2. Record the theme version, the affected page and the steps you took.
  3. State what you expected and what happened instead.
  4. Add a screenshot if it makes the problem clearer. PNG, JPG or WebP, up to three files.
  5. Leave out passwords, access tokens, payment details and customer records.

Urgent theme defects

If a theme defect is blocking your storefront, state the impact in the subject line and include full reproduction steps, so that Auroinfo can assess it and escalate it internally. Quote your request reference in any follow up so that replies stay on the same thread.

Theme support does not include a guaranteed on-call response or resolution time.

Response standard

During development, response times may vary. We do not yet publish a response-time commitment or guarantee a resolution time.

Documentation and requests

Personal data in a support request is handled under the Auroinfo privacy policy.