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Support policy

Effective Date: October 25, 2025
Last Updated: October 21, 2025

Contact Information

Support Email: logan@ottomate.co
Website: https://ottomate.co
Help Documentation: https://ottomate.co/help

For the fastest resolution, please include the following in your support request:

  • Your Shopify store domain (e.g., your-store.myshopify.com)
  • Description of the issue
  • Steps you've already taken to troubleshoot
  • Screenshots (if applicable)

Support Tiers

We offer different levels of support based on your subscription plan:

Free Tier Support

Channels:

  • Help documentation and FAQ (self-service)
  • Community resources (when available)

What's Included:

What's NOT Included:

  • Direct email support
  • Priority assistance
  • Custom configuration help

Why Limited Support for Free Tier?
The free tier is designed for evaluation and testing. To ensure we can provide quality support to paying customers, we do not offer direct support for free users. However, our help documentation is comprehensive and designed to answer most common questions.

Paid Tier Support (All Paid Plans)

Channels:

  • Email support at logan@ottomate.co
  • In-app support form (Submit Feedback button)
  • Help documentation and FAQ

Response Times:

  • Initial Response: Within 24 business hours (Monday-Friday, 9am-5pm PST)
  • Resolution Time: Varies by issue complexity (see SLA below)

What's Included:

  • Email support for technical issues
  • Help with app configuration and setup
  • Troubleshooting email generation issues
  • Assistance with third-party platform integrations (Klaviyo, OmniSend, etc.)
  • Bug reports and feature requests
  • Billing and account questions

What's NOT Included:

  • General email marketing advice or strategy
  • Assistance with third-party platform configuration (outside of API key setup)
  • Custom development or white-label solutions
  • Training on how to use third-party email platforms
  • Support outside business hours (Monday-Friday, 9am-5pm PST)

Professional Tier Support (When Available)

Additional Benefits:

  • Priority Response: Within 12 business hours
  • Priority Resolution: Issues resolved 2x faster than standard support
  • Dedicated Support: More personalized assistance

Note: Professional tier features are coming soon. Early adopters will be grandfathered into priority support once available.

Service Level Agreement (SLA)

Response Time SLA

Plan Initial Response Time Resolution Time Goal
Free Self-service only N/A
Paid Tiers 24 business hours 3-5 business days
Professional 12 business hours 1-3 business days

Business Hours: Monday-Friday, 9:00 AM - 5:00 PM Pacific Time (PST/PDT)
Holidays: US federal holidays excluded

Resolution Time by Issue Type

Critical (App Completely Unusable):

  • Paid Tiers: 1-2 business days
  • Professional: 4-8 hours

High (Major Feature Not Working):

  • Paid Tiers: 2-3 business days
  • Professional: 1-2 business days

Medium (Minor Issue or Question):

  • Paid Tiers: 3-5 business days
  • Professional: 2-3 business days

Low (Feature Request, General Question):

  • All Paid Tiers: 5-7 business days

Note: These are goals, not guarantees. Complex issues may take longer to resolve.

Support Hours

Standard Support Hours:

  • Monday - Friday: 9:00 AM - 5:00 PM Pacific Time
  • Weekends: No support (emails received will be addressed next business day)
  • US Federal Holidays: No support

After-Hours Support:
We do not currently offer 24/7 or after-hours support. If you submit a request outside of business hours, we'll respond on the next business day.

How to Get Support

1. Check Help Documentation First

Before contacting support, please check our Help/FAQ page at https://ottomate.co/help for answers to common questions:

  • How do I get started?
  • How do I add my email platform API key?
  • How do I generate email campaigns?
  • How do I push templates to my email platform?
  • What platforms are supported?
  • How do I change my business model?

2. Contact Us via Email

For issues not covered in the documentation:

Email: logan@ottomate.co
Subject Line: Include your issue type (e.g., "Bug Report: Templates not generating" or "Question: Klaviyo integration")

Please Include:

  • Your Shopify store domain
  • Your subscription plan (Free, Paid)
  • Detailed description of the issue
  • Steps to reproduce (for bugs)
  • Screenshots or error messages (if applicable)
  • What you've already tried to fix it

3. Use the In-App Support Form

Paid users can submit feedback directly through the App:

  1. Navigate to the Support page in the App
  2. Fill out the support form
  3. Click "Submit Feedback"

This automatically includes your store information and current app settings, helping us diagnose issues faster.

What We Support

✅ Issues We Can Help With

Technical Issues:

  • App installation and uninstallation problems
  • Authentication errors (OAuth issues)
  • Email generation failures
  • Template pushing errors (to Klaviyo, OmniSend, etc.)
  • Brand analysis not completing
  • App not loading or crashing
  • Subscription and billing questions

Configuration Help:

  • Setting up API keys for email platforms
  • Selecting the right business model
  • Understanding flow recommendations
  • Navigating the App interface

Integration Issues:

  • Connecting to Klaviyo, OmniSend, ActiveCampaign, etc.
  • API authentication errors
  • Templates not appearing in your email platform

Data and Privacy:

  • GDPR data requests
  • Data deletion requests
  • Privacy policy questions
  • Security concerns

❌ Issues Outside Our Scope

We Cannot Help With:

  • General email marketing strategy or best practices
  • How to use Klaviyo, OmniSend, or other third-party platforms (beyond basic API setup)
  • Custom email template design or coding
  • Shopify store setup or configuration (unrelated to the App)
  • Third-party platform pricing or billing
  • Email deliverability issues (these are controlled by your email platform)
  • Copywriting or content creation advice (beyond what the AI generates)

For These Issues, Contact:

  • Shopify Support: For Shopify-related questions
  • Email Platform Support: For platform-specific questions (Klaviyo, OmniSend, etc.)
  • Freelance Marketers: For email marketing strategy and consulting

Escalation Process

If your issue is not resolved to your satisfaction:

1. Initial Response

We'll respond to your inquiry within our SLA timeframe.

2. Follow-Up

If the initial response doesn't solve your problem, reply to the email thread. Do not create a new support ticket, as this may delay resolution.

3. Escalation

If your issue remains unresolved after 3 business days (or 1 business day for Professional tier), reply with "ESCALATE" in the subject line. Your issue will be reviewed by senior support staff.

4. Refund Request

If we cannot resolve a critical issue that prevents you from using the App for 7+ consecutive days, you may be eligible for a prorated refund. See our Terms of Service for details.

Bug Reports and Feature Requests

Reporting Bugs

If you encounter a bug, please report it with:

  • Clear description of the problem
  • Steps to reproduce
  • Expected behavior vs. actual behavior
  • Screenshots or error messages
  • Browser and device information

We Appreciate Bug Reports! Paid users who report critical bugs that we confirm and fix may receive account credit as a thank you.

Requesting Features

We welcome feature requests! Please submit them to logan@ottomate.co with "Feature Request" in the subject line.

Include:

  • What you'd like to see added
  • Why it would be valuable
  • How you envision it working

Note: We cannot guarantee that feature requests will be implemented, but we do review all requests and prioritize based on user demand.

Known Issues and Status Updates

Checking Service Status

If you're experiencing issues, check if it's a widespread problem:

  • Status Page: We'll post updates on https://ottomate.co if there's a service outage
  • Email: We'll send proactive emails to all users if the App is unavailable for 30+ minutes

Planned Maintenance

We'll notify users via email at least 48 hours before planned maintenance that affects App availability.

Support for Third-Party Platform Issues

What We Can Help With:

  • Connecting your API key to Ottomate
  • Pushing templates from Ottomate to your platform
  • Troubleshooting push errors

What You Should Contact the Platform For:

  • API key generation or permissions issues
  • How to create flows/campaigns in their platform
  • Email sending, deliverability, or analytics
  • Platform-specific features unrelated to Ottomate

Platform-Specific Resources:

Language Support

Currently, we offer support in English only. We apologize for any inconvenience this may cause to non-English speakers.

Feedback and Complaints

We value your feedback! If you have suggestions for improving our support:

Email: logan@ottomate.co with "Feedback" in the subject line

We Welcome:

  • Suggestions for improving documentation
  • Ideas for new help resources
  • Feedback on response times or quality
  • Complaints about support experiences (we take these seriously)

Privacy and Confidentiality

All support communications are confidential and subject to our Privacy Policy. We will never:

  • Share your support tickets with third parties
  • Use your data for marketing without consent
  • Publicly disclose your issues without permission

Changes to This Support Policy

We may update this Support Policy from time to time. Changes will be posted at https://ottomate.co/support with an updated "Last Updated" date.

Significant changes will be communicated via email or in-app notification.

Ottomate Support Policy
Last Updated: October 21, 2025
Version: 1.0

Questions about this policy? Email logan@ottomate.co