SUPPORT POLICY

About this Support Policy

This Support Policy outlines the support you can expect from us regarding the Flits Service.

If you have any questions about this Support Policy or disagree with it, please contact us at support@getflits.com before using the Flits App. We may update this Support Policy periodically, so please check this page regularly to stay informed of any changes.

By using any part of our Web Application or providing personal information to us, you consent towards the processing of your information as described in this Support Policy.

Flits Support Policy

At Flits, we aim to enhance your customer experience with features like an attractive Customer Account Page, next-generation reward program (Store Credit), Wishlist, Social Login, Advanced Order Filter, Reorder, and Recently Viewed Products etc, to help your e-commerce store succeed.

We are here to answer any questions you have about setting up Flits in your store. Our support team is available Monday to Friday, 9:30 AM - 5:30 PM IST, excluding holidays.

Note:
1 - We always do our best to answer each support request in the order it was received. If your issue is uncommon or more complicated than usual, we may require an extra day or two to resolve the issue or provide an alternative suggestion.
2 - The login and sign-up pages and processes, including reCAPTCHA, are not managed by the Flits application; they are handled by Shopify. If you have any questions regarding this, please contact Shopify Support.

What Our Support Service Covers

Our Support Service includes:

  • Assistance with Flits installation, setup (based on the selected plan), and usage guidance.
  • Answering general questions about Flits.
  • Addressing questions about the technical aspects of our app.
  • Providing guidance on using the different modules offered by Flits.
  • If you plan to change your theme, please inform us in advance if you want to retain the Flits feature settings on your new theme.

Flits Onboarding Process

Flits will guide you through the App Onboarding Process in the following stages:

  • A demo call to explain its functions and features.
  • After the Flits App is installed on the Merchant Store, a comprehensive onboarding call will be conducted with the Merchant team. During this call, we will provide a walkthrough of the Flits Backend and address any questions the Merchant team may have.
  • This onboarding process can be utilized anytime within the first 30 days (trial period). We will update you on both call schedules based on current availability.
  • If you need onboarding assistance after the initial 30 days, please contact us at support@getflits.com. Our team will do their best to assist you.

What support/features do we provide in the Flits Plans?

  • To know about the Flits New available plans - support & features offered in those individual plan(s), please visit our Billing Page.

What Our Support Service Covers in Custom Layout Support

Our Custom Layout Support includes assistance with design changes only, and does not cover any feature modifications.

  • Support requests that impact our existing structure will not be accommodated.
  • We provide up to 8 hours of support for custom layout requests.
  • Work will commence once you grant us permission to update the code in your existing theme. You can create a copy of the theme for safety.
  • We are not responsible for any issues caused by third-party developers altering our code. However, we will assist you based on your request.

What Our Support Service Covers in Flits Custom API

We provide our API documentation so your theme developer can integrate it with any third-party apps. If technical assistance is needed, the Flits tech team will offer up to 8 hours of support.

Using our comprehensive API documentation, your mobile app developer can integrate Flits with your mobile app.

We will assist you in implementing technically feasible workflows with any third-party apps (Based on the opted plan).

What's Not Included in Flits Support

  • Errors related to your store’s theme that affect the customer registration page should be addressed by your theme developer.
  • Design changes and customizations for the Login and Sign-Up forms are not included.
  • We do not cover any theme customization requests.
  • We reserve the right to deny design change and customization support to customers who have exceeded their support hours limit.
  • Requests for new feature implementations are not included in our support hours.
  • If another application installation prevents access to Flits features, we will review the request, but assistance will be limited to Flits-related issues only. Additional time may be required for such cases.

    • Flits Support Channels

    You can reach us via email at support@getflits.com.

    Support services are also available through ticket generation on our Freshdesk platform.

    Established Plan users have access to Live Chat support [Monday to Friday, 9:30 AM - 5:30 PM IST] and can request Call Support via email.

    If we're not available on live chat, you can leave your issue, and our support team will get back to you as soon as possible.

    Support Etiquette

    At Flits, we strive to offer exceptional support with the highest level of professionalism. If any conversation becomes unprofessional or includes insults directed at our staff or business, we reserve the right to discontinue further assistance to that merchant.

    Limitation of Liability

    When you create a staff account for Flits support staff, we are not liable for any changes, customizations, or alterations to your shop that may result in lost profits or any special, incidental, or consequential damages arising from or in connection with our products or services.

    Urgent Support Requests

    For urgent support requests, we are always available.

    For critical issues like server hiccups or any app feature failures that impact your business model, our team is always ready to assist you.

    However, regular feature setup requests raised on weekends may take longer than usual to address.

    During weekends or public holidays, it may be difficult to respond within 24 hours or to resolve your queries immediately, as our team members may be spending time with their families. We will do our best to help you resolve your issues as quickly as possible.

    We apologize for any inconvenience this may cause.

    For urgent support requests, please feel free to contact us through any of our support channels making the Email Subject as Urgent

    Disclaimer (Who have opted for Flits Plan - Before 6th August 2024)