# Support policy ### Our responsibilities * Assisting merchants with theme-related inquiries, including troubleshooting, configuration guidance, and general usage support. * Aiming to respond to merchant support requests within two business days to ensure timely assistance. * Diagnosing and resolving technical issues within our theme, such as broken layouts, dead links, or logical errors. Fixes will be made available in theme version updates. ### Limitations of support We are not responsible for: * Customisations or modifications made to the theme after installation. * Bugs or issues caused by customisations performed by the merchant or third parties. * Issues related to the Shopify platform, third-party apps, or external integrations. * Performance or compatibility issues arising from the merchant's unique setup outside of our theme's default functionality. ### Bug fixes & critical issues * Critical bugs or issues that significantly impact merchant operations will be addressed as a priority and included in a version update. * Non-critical bugs will be resolved in a timely manner and included in version updates to maintain the quality and reliability of our theme. By adhering to this policy, we ensure a positive merchant experience while maintaining the high standards of the Shopify Theme Store. [Contact us](https://gatame.dev/)\ [Release notes](/highstreet/versions-and-release-notes.md) --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://gatame.gitbook.io/highstreet/support-policy.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.