Purpose
This document outlines the scope, timing, and process for service-related support we offer as part of our product partnership. Our goal is to build an efficient collaboration where we work together to get the best out of the app and continuously help in your business.

1. Design/ Functionalities Support

Scope:
We recommend everyone to explore our dashboard as much as possible. It allows a wide range of customizations and is updated regularly with new features. However, we understand that certain changes may go beyond its capabilities. You can reach out to us to handle such changes. Here's how we will handle such requests:

• Any visual inconsistencies with the rest of the app or functional bugs will be addressed continuously as part of regular product maintenance.

• Requests for changes like adding new elements, updating any existing element (not involving major page or app redesigns) are supported once per month.

• Revamps of core pages like the homepage, product detail page (PDP), product listing page (PLP), or cart page are supported once every 3 months.

• Full app rebranding requests (color scheme, typography, branding overhaul) are supported once every 6 months.

All requests will be assessed based on current product capabilities, and a timeline for resolution will be shared accordingly. 

Note: To help us plan effectively for the month, please submit your requests by the 5th of each month.

Exclusions:
Design revisions are limited to one round of feedback unless they relate to any functional issues.

2. Integration Support

Scope:
With 100+ supported integrations and more added regularly, we aim to cover a wide range of tools and use cases.

• You can make a request to enable one or more such integrations once a month

• Each integration type, like Search, Reviews, Loyalty, CRM tools, MMPs, can be modified or updated only once every 6 months.

• We have a fixed scope for each integration. You can reach out to us to understand that more in detail. Any request for expanded functionality of an integration will be evaluated based on product feasibility. This will not be part of the initial integration’s scope.

Note: To help us plan effectively for the month, please submit your requests by the 5th of each month.

3. Contact Process

We’re available via Email to support your needs. To streamline the process:

• Please include the context, desired outcomes, and any supporting documentation or assets.

• For design changes, please share the changes in the below format for quick resolution and also include screenshots
  https://docs.google.com/spreadsheets/d/1ajVv7eO0ya80UyP4MCajP8ScOMVhnnQnPVmBli63mo4/edit?gid=0#gid=0

• Clear and complete requests help us act faster and more efficiently.

4. SLA Overview

All incoming requests will be reviewed, and a timeline will be provided based on complexity and current priorities.

Note: Timelines may be longer during high-traffic or sale periods, so we encourage early planning for such occasions.

5. Key Principles

We’re here to help you deliver an app experience that maximizes conversion and enhances your customer journey. Our team is constantly rolling out new capabilities to support your success, and your cooperation helps us stay focused on what matters the most.