Support policy

Understand what C14 Support covers and how Strata support requests are handled.

C14 Support helps merchants configure Strata, understand its features, and resolve reproducible problems caused by the theme. This policy explains what to expect before you submit a request.

Response times

Initial reply within two business days

Business days are Monday to Friday, excluding UK public holidays.

Some investigations take longer than the initial response period. When that happens, we will acknowledge the request, explain what information or access is needed, and keep you updated on the next step.

Support scope

Included

Help using Strata as supplied.

Questions about Strata features and Theme Editor settings.
Help locating or configuring controls included with Strata.
Troubleshooting behavior that can be reproduced in an unmodified copy of the theme.
Investigating confirmed defects in the current Strata release.
Clarifying documented desktop and mobile behavior.

Not included

Work outside the controls and behavior supplied with Strata.

Custom coding, custom sections, or design changes beyond Theme Editor.
Installing, configuring, or modifying third-party apps.
Problems introduced by apps, custom code, or another developer.
Moving custom code or customizations between theme versions.
General Shopify administration, billing, products, orders, payments, shipping, domains, or account access.
Guaranteed SEO, conversion, speed-score, or third-party test results.

When a problem is confirmed as a Strata defect, C14 will assess the appropriate fix and communicate the next step. Critical defects are prioritized, but the time required to release a fix depends on its scope and risk.

For custom design or development work, use a qualified Shopify Partner. For Shopify platform or account questions, contact Shopify Support.

Third-party apps and custom code

Apps and custom code can change the storefront markup, styling, scripts, and loading behavior. If an issue only appears after installing an app or editing theme code, contact the app developer or the person who made the change first.

C14 may ask you to reproduce the issue in a duplicate, unmodified copy of Strata. This helps determine whether the behavior belongs to the theme, an app, or a customization without affecting the live storefront.

Theme versions

Check the installed Strata version before submitting a request. If the issue has already been addressed in a newer release, C14 may recommend updating the theme.

Theme updates do not automatically carry over custom code. Reviewing, recreating, or migrating customizations is outside standard theme support.

Store access and privacy

If an investigation requires store access, C14 will request Shopify collaborator access after reviewing the support request. Never send a staff-account password or one-time sign-in code.

Do not include customer records, order details, payment information, private API credentials, or other sensitive data. Remove personal and commercial information from screenshots and recordings before attaching them.

Before submitting a request

Prepare the request

Complete information helps C14 Support identify the next step without asking you to repeat details.

Store and pageInclude the affected store URL and page URL.
ThemeInclude the theme name and installed version.
EnvironmentInclude the device and browser when relevant.
Expected and actual resultExplain what you expected and what happened instead.
Reproduction stepsProvide the shortest sequence that consistently shows the issue.
Visual evidenceAdd a screenshot or short recording when the difference is visual.

Keep follow-up information for the same issue in one email thread and reference the request number from the confirmation email. Submit a new request for an unrelated issue so each investigation remains clear.

Contact C14 Support