# Theme support policy

## Presidio Theme Support Policy

This policy explains what you can expect from our support team when you purchase and use a Presidio Creative theme (Broadcast, Palo Alto, Modular, etc.).

***

### 1. How to contact our Theme Support:

| Channel           | Details                                                                                       |
| ----------------- | --------------------------------------------------------------------------------------------- |
| **Support Form**  | Submit a ticket via the form in our Help Center.                                              |
| **Response time** | Mon – Fri, 48 hours or less (excluding holidays). Requests are handled in the order received. |

> **Include with every ticket**
>
> 1. Theme name + version
> 2. Store URL `your-store.myshopify.com`
> 3. Collaborator code —we have no Admin access without it
> 4. Preview link for unpublished themes [Shopify’s 3-step Share Preview URL](/faq/frequently-asked-questions/share-preview-link.md)

### 2. What our support <mark style="color:green;background-color:green;">**includes**</mark>**:**

* Answering questions about built-in theme features
* Guidance on theme settings and configuration
* Fixing bugs in a **fresh, unmodified** copy of the theme
* Clarifying documented capabilities of Presidio Creative products

### 3. What our support **does&#x20;**<mark style="color:red;background-color:red;">**not**</mark> include:

| Not covered                            | Where to get help                                                          |
| -------------------------------------- | -------------------------------------------------------------------------- |
| **Custom code, Liquid, or JS changes** | [Hire a Shopify Expert](/support/hire-a-shopify-expert.md)                 |
| **App conflicts or setup**             | Contact the app developer (Shopify policy)                                 |
| **Shopify Admin & Checkout issues**    | [Shopify Support 24 / 7](https://help.shopify.com)                         |
| **Speed, SEO, CRO, design services**   | [Shopify Experts Directory](https://www.shopify.com/ca/partners/directory) |

{% hint style="success" %}
We support only the code we ship. All third-party integrations, custom edits, and performance consulting are outside our scope.
{% endhint %}

### 4. Apps & third-party code:

* App developers are responsible for keeping their apps compatible with Theme Store themes.
* If an app breaks theme functionality (e.g., price not updating), contact the **app’s support** first.
* **Tip before installing any app:** duplicate your live theme and rename the copy; you’ll have a rollback version if needed.

### 5. Custom work & large projects:

Need advanced modifications? Engage a vetted **Shopify Expert**. They can handle:

* Deep theme customizations & new features
* Site-wide redesigns and migrations
* Performance tuning, SEO (Search Engine Optimization), CRO (Conversion Rate Optimization), or marketing services

(Examples: Unmade Design, Sunbowl, Lab 51, Voltage, etc.)

{% hint style="info" %}
Presidio Creative does **not** offer paid custom-coding services.
{% endhint %}

### 6. How to revert theme customizations:

If custom code or an app causes issues, revert to your original theme copy or remove the app. This restores core theme functionality and avoids downtime.


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