Shopify Support & Ongoing Services Terms
These terms govern the provision of Shopify support and ongoing services by Limely Ltd, and are incorporated by reference into the Order Form agreed with the Client.
These Terms & Conditions govern the provision of Shopify Support & Ongoing Services by Limely Ltd and are incorporated by reference into the Order Form agreed with the Client.
1. Service levels
We aim to respond and resolve issues within the following target timeframes, subject to availability of ad-hoc hours where required:
- Mission-Critical (e.g. checkout failure, store unavailable): target response 1 working hour, target resolution same day.
- High Priority (e.g. navigation issues, search or indexing problems): target response 4 working hours, target resolution 1 to 2 working days.
- Standard (e.g. UX tweaks, content updates): target response 1 working day, target resolution variable.
- Planned Enhancements (e.g. CRO improvements, design updates): based on agreed schedule, resolution variable.
These targets are not guaranteed SLAs and assume available hours and proper ticket submission.
2. Exclusions
The following are excluded unless specifically agreed in writing:
- Full redesigns or replatforming.
- Major structural changes to the Shopify store or theme.
- Out-of-hours development, unless scheduled in advance.
- Third-party app costs, subscriptions, or liaison with external providers.
- Legal or compliance consulting, including GDPR and cookie policies.
3. Term and termination
- This is a rolling monthly agreement with no fixed term.
- Either party may terminate with 30 days’ written notice.
- Any unused ad-hoc hours remain valid until the end of the notice period, subject to any expiry terms stated in the Order Form.
- Limely reserves the right to update pricing or terms with prior written notice.
4. Communication and ticketing
- All support requests must be submitted via the Client’s Trello board, unless otherwise agreed.
- Urgent issues must be clearly flagged as Urgent or Critical.
- Updates will be provided through Trello notifications or via email where appropriate.
5. Legal
This agreement is governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
Contact
For any queries regarding these terms, contact us at [email protected] or call 01244 911 366. Limely Ltd, 10 St. John Street, Chester, Cheshire, CH1 1DA. Company number: 08730008.
