Support / Policy
Clear support boundaries. Reproducible answers.
Brass Archive support covers documented theme behavior and reproducible defects in the supported current release.
Response expectation
Initial response within two business days.
Critical theme defects that prevent normal storefront use or purchasing are prioritized. Resolution time depends on reproducibility, technical scope, third-party dependencies, and the merchant's ability to provide safe diagnostic details.
Included
Theme support
- Guidance for documented settings and features.
- Investigation of reproducible layout, link, accessibility, and logic defects.
- Fixes for defects in the supported current theme version.
- Questions about the three documented design directions.
- Clarification when documentation and the theme do not match.
Separate scope
Not included in the theme price
- Custom design, development, content production, or migration.
- Catalog entry, store administration, or third-party account access.
- Third-party app setup, customization, billing, or defects.
- Recovery of merchant code changes or unsupported versions.
- Marketing, analytics, advertising, SEO, or agency services.
Before contacting support
Send enough detail, but never send credentials.
- Confirm the installed version and active design direction.
- Record the exact affected URL, browser, device, and reproduction steps.
- Describe the expected result and the actual result.
- Reproduce on an unmodified theme copy when custom code might be involved.
- Remove passwords, collaborator codes, API keys, payment data, order data, and customer personal data.
Attach only a relevant PNG, JPEG, or WebP screenshot no larger than 4 MB. See the privacy notice before submitting.