Support Policy
Support channels and SLAs for WhatWali, CodShield, SellableHQ, Kountli, and EightyFive Development services.
Last Updated: July 28, 2026
1. Scope
This Support Policy covers merchant and customer support for EightyFive Development products: WhatWali, CodShield, SellableHQ, Kountli (as features become available), our website, Shopify Themes we sell, and active agency engagements.
2. Channels
- Email: cs@eightyfive.cloud (product support) and support@eightyfive.cloud (general / legal).
- Website: eightyfive.cloud/support — select WhatWali Support, CodShield Support, SellableHQ Support, or Kountli Support in the subject menu.
- Documentation: eightyfive.cloud/docs for product guides (WhatWali, CodShield, and SellableHQ docs are available; Kountli docs expand over time). Privacy details for each App are in our Privacy Policy and, where published, the App’s own privacy page.
3. Response Times
We aim to respond to support requests within 1 business day (UK business hours, Monday–Friday, excluding UK bank holidays). Critical production outages for live apps (WhatWali, CodShield, SellableHQ) are prioritized.
4. What We Support
- Installation, configuration, and billing questions for WhatWali, CodShield, and SellableHQ.
- Bug reports and reproducible defects in our Apps.
- Guidance on documented features and best-practice setup.
- Kountli waitlist and early-access questions while the product is under development.
5. What We Do Not Support
- Issues caused by third-party apps, themes, or custom code we did not build.
- WhatsApp / Meta account bans, phone number quality, or Meta Business policy enforcement outside our control.
- Courier, bank, or payment disputes between you and your customers (including COD deposits coordinated outside Shopify Payments).
- General Shopify store management unrelated to our products.
6. Agency Clients
Custom development engagements may include separate SLAs defined in your contract or statement of work. Those terms prevail for project work.