This policy applies to every Sell&Tell Customer, including during the free trial, and forms part of the Master Subscription Agreement with Hesient Inc.
1. Email Support
Support is available by email at team@sellandtell.ai. We provide an initial response within twenty-four (24) hours of receiving a request, including weekends and holidays. Include your store address and a description of the issue, but do not send passwords or other sensitive credentials. The response may acknowledge the issue, request information, or explain the next step. It is not a promise that every issue will be resolved within twenty-four hours.
2. Availability and Maintenance
We use commercially reasonable efforts to operate and maintain the Services. Service may be interrupted by maintenance, updates, technical problems, security incidents, or failures of Shopify or other providers. We do not offer a contractual uptime percentage, guaranteed maintenance schedule, fixed restoration deadline, or service-credit program. Nothing in this policy removes obligations that cannot be excluded under applicable law.
3. Issue Handling
We assess reported issues according to their effect on the Services. We may need information or cooperation from Customer to investigate. Customer remains responsible for its Shopify store, theme activation, network, and third-party integrations. We communicate with Customer by email; no dedicated support tier or live-chat response commitment is included.
4. Data and Account Closure
Data handling is governed by the Data Processing Agreement and Privacy Notice. Raw shopper behavior is retained for ninety days during active service. After access ends, Customer has seven days to export or recover store data, followed by deletion on the eighth day, subject to the limited legal-retention exception in the Master Subscription Agreement. This policy makes no separate backup-frequency, data-durability, or disaster-recovery commitment.
5. Changes and Contact
Material changes follow the notice provisions of the Master Subscription Agreement. Questions about this policy should be sent to team@sellandtell.ai.