Support
How support and incidents work.
Oskivo is run by one developer, who built every app. There is no call centre and no 24/7 rota. Here is exactly what you can expect.
Everyday support
Reply time
We reply within 2 working days (Monday to Friday, UK time, excluding UK bank holidays). Many replies are quicker, but 2 working days is the promise.
What to include
Your shop's .myshopify.com address, the app name, what you expected and what happened. A screenshot helps.
Urgent problems
Put URGENT at the start of the subject line if an app is down, orders are not being processed (for example, not reaching Royal Mail), or you think data is wrong or exposed. Urgent emails are read before anything else in the queue.
| Situation | What happens |
|---|---|
| An app is not working for your shop | Handled first. We reply with what we know and what you can do in the meantime, then again when it is fixed. |
| A security or data concern | Acknowledged within 24 hours. We contain it first (for example rotating keys or taking the affected feature offline), then investigate. |
| A confirmed personal data breach affecting your shop | You are told without undue delay, and within 72 hours of us becoming aware: what happened, what data, what we have done and what you may need to do. Shopify is told through Partner Support, and the ICO where the law requires it. |
| After any incident | We fix the cause, watch logs closely for at least 7 days, and write a short review within 2 weeks. |
This follows our written incident response policy. Security researchers should use the security page.
Honest limits
- One person handles support, so emails sent out of hours or at weekends, including urgent ones, can wait until the next working day. Security and data concerns are the exception and are acknowledged within 24 hours.
- Our apps run on Render, Shopify and other providers. If one of them has an outage, we can tell you what we know but cannot fix it ourselves.
- Postage, courier and accounting accounts (such as Royal Mail Click & Drop or QuickBooks) are yours, and their support is provided by them.