Skip to content

Support & Contact

Getting Started Support

For Potential Customers

If you're interested in learning more about Appora and how it can transform your Shopify store into a mobile app, we'd love to chat!

Schedule a Demo

For New Customers

If you're a new customer and need help with setup or have general questions:

Email Support

  • Email: admin@appora.ca
  • Response Time: Within 24 hours
  • Support Hours: Monday - Friday, 9 AM - 5 PM EST

Plan-Specific Onboarding

Pro & Enterprise Plans
  • You'll receive a GitHub repository link within 24 hours of subscribing
  • This repository contains:
  • Custom component development guides
  • Screen customization documentation
  • Loading animation customization
  • Complete UI/UX customization guides
  • Advanced feature implementation examples
  • Full access to customize every aspect of your app
  • Dedicated technical support for custom implementations
Starter Plans
  • Personalized onboarding session
  • Base app template setup
  • Essential customization guidance
  • Standard support channels

Existing Customer Support

Priority Support Channels

If you're an existing customer, please use these dedicated support channels:

Slack/Teams Support

  • Use the dedicated Slack/Teams channel created during your onboarding
  • Response Time: Within 4 hours during business hours
  • Support Hours: Monday - Friday, 9 AM - 5 PM EST

Support Tiers

Support Level Response Time Channels Availability
Starter < 24 Hours Email 9 AM - 5 PM EST
Pro < 8 Hours Slack / Teams 9 AM - 5 PM EST
Enterprise < 4 Hours Phone 9 AM - 5 PM EST

Emergency Support

For critical issues affecting your production environment:

Emergency Support

  • Phone: Call your account manager at the number given during onboarding
  • For: Production-critical issues only

Support Hours

Day Hours Support Type
Monday 9 AM - 5 PM EST All Support
Tuesday 9 AM - 5 PM EST All Support
Wednesday 9 AM - 5 PM EST All Support
Thursday 9 AM - 5 PM EST All Support
Friday 9 AM - 5 PM EST All Support
Saturday Emergency Only Emergency Support
Sunday Emergency Only Emergency Support

Support Process

  1. Identify Issue
  2. Check our FAQ first

  3. Review Troubleshooting Guide

  4. Choose Channel

  5. Existing customers: Use Slack/Teams
  6. New customers: Email support

  7. Critical issues: Emergency support

  8. Provide Details

  9. Store URL
  10. Appora version
  11. Detailed description

  12. Screenshots if applicable

  13. Response

  14. You'll receive an acknowledgment
  15. Support ticket number
  16. Estimated resolution time

Support Scope

We provide support for:

  • Installation & Setup
  • Configuration Issues
  • Bug Reports
  • Feature Requests
  • Performance Optimization
  • Security Concerns

Out of Scope

  • Theme modifications
  • Shopify platform issues

Remember

For the fastest response, existing customers should always use their dedicated Slack/Teams channel for support requests.