Overview of Transcy Support Policy

In today's global e-commerce landscape, reliable customer support is essential for maintaining a seamless multilingual and multi-currency experience. Transcy's comprehensive Support Policy ensures you receive the assistance you need throughout your subscription journey.

This article outlines our support framework, helping you understand what's included, how to get help efficiently, and how we work together to resolve any challenges you may encounter while building your international presence.

This Support Policy is effective globally from January 16th, 2018.

I. Support Coverage and Hours

1. Support Time Availability

Transcy serves customers worldwide, and while accommodating every time zone presents challenges, we strive to provide maximum coverage that works for the majority of our global user base.

Support availability varies by app. Please check each Transcy app description for detailed support time information specific to your subscription.

2. Global Coverage Approach

Our diverse customer base spans continents, and we continuously work to optimize our support coverage to serve as many users as possible during their local business hours.

II. Support Scope and Definition

1. What Qualifies as Support

Transcy Support assists with problems you encounter while using our products, including:

• Existing product bugs - Features that don't function as designed
• External compatibility issues - Conflicts with third-party extensions
• Customization-related bugs - Issues arising from your store customizations

2. In-Scope Support Services

Transcy provides comprehensive support for:

• Installation and configuration guidance for all app features
• Usage assistance for advertised functionality not covered in the documentation
• Compatibility error resolution from fresh installations
• Bug fixes for existing issues in current versions
• Functionality troubleshooting when features don't work as advertised

Important Note: Due to privacy concerns and to protect your store's data, we are unable to directly set up features within your app. Instead, we will provide you with detailed instructions on how to do it yourself. If you still need assistance, you can request paid service by submitting a ticket, please refer to How to create a request support ticket for more details

3. Out-of-Scope Limitations

To maintain focus on core support needs, Transcy does not provide assistance for:

• In-depth customizations - HTML/JS/PHP/CSS modifications beyond basic guidance
• Custom feature requests - Functionality not included in standard product offerings
• Third-party compatibility - Issues with other Shopify apps or external software
• Workflow modifications - Changes to default app behavior
• Data loss from downgrades - Information lost during plan changes
• Manual app cancellation - Self-service process detailed in our documentation

Modification Support Policy: Simple modifications requiring 2-3 lines of code receive full assistance. Complex customizations requiring custom queries, extensive testing, or multiple code changes are considered out-of-scope and may require external developer assistance.

III. Getting Support Effectively

1. How to Contact Support

Transcy offers multiple convenient support channels:

• Live Chat - Real-time assistance through our app
• Email Support - Detailed assistance at support@transcy.io

2. Before Asking Questions

Maximize your support experience by:

• Consulting documentation - Review product guides and search our Help Center
• Using keywords - Search for relevant terms related to your issue
• Checking existing resources - Most common questions are answered in our comprehensive documentation

3. Best Practices for Quick Resolution

To receive faster, more effective support:

• Structure your request clearly with a descriptive subject line
• Include screenshots that clearly illustrate your issue
• Keep content concise and focused on the main problem
• Limit to 1-2 issues per ticket for focused resolution

Response Time: Support requests are typically answered within the first hour during normal business days. If you don't receive a response within this timeframe, please submit a new request.

IV. Support Process and Standards

1. Response Time Expectations

• General Inquiries: Responded to within 1 hour during business days
• Technical Issues: Individual technical support provided within 24 hours (excluding weekends)
• Bug Fixes: Addressed promptly after receiving sufficient information and issue details

2. Ticket Resolution Process

Transcy follows a structured resolution process:

• One Topic Focus - Each ticket should contain 1-2 related issues maximum
• Customer Confirmation - Cases are closed when you confirm resolution
• New Issues - Fresh problems require separate tickets for proper tracking

3. Bug Fix Procedures

Our technical team prioritizes bug resolution:
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• Site-specific bugs receive individual technical attention within 24 hours
• Feature improvements are forwarded to our Business Development team
• Workarounds are provided when available, though instant solutions for missing features cannot be guaranteed

Note: Support is not provided for uninstalled apps, though we assist with payment-related inquiries regardless of installation status.

V. Support Guidelines and Browser Compatibility

1. Supported Browsers

Transcy apps work optimally with modern browsers:

• Google Chrome - Full compatibility
• Apple Safari - Complete feature support
• Microsoft Edge - Full functionality

Internet Explorer 11 Notice: Following Microsoft's discontinuation timeline, our apps may not function properly on IE11. We recommend upgrading to a supported browser for the best Transcy experience.

2. Support Area Access Policy

Transcy maintains professional support standards. Access to support may be revoked for:

• Use of profanity or inappropriate language
• Character defamation or harassment
• Spam or ticket misuse
• Self-promotion or threatening behavior
• Repeatedly posting identical messages across multiple channels

CONCLUSION

Transcy's Support Policy ensures you receive professional, effective assistance throughout your global expansion journey. By understanding our support scope and following best practices for communication, you can maximize the value of our support services and resolve issues quickly.

Our commitment to excellent support helps you maintain a seamless multilingual and multi-currency experience for your customers worldwide. For any questions not covered in our documentation, our support team remains ready to assist you via live chat or email.

If you need further assistance, please contact us via live chat or email us at support@transcy.io.

Updated on: 19/05/2025