Effective date: July 30, 2026
This Support Policy explains the support services available for Liliwi. Liliwi is an AI assistant SaaS platform and Shopify application operated by JoomUnited LLC.
Liliwi support is available through:
Support tickets
In-app chat
Documentation
For general requests, contact [email protected].
Support is provided in English, Monday through Friday, excluding public holidays observed by Liliwi.
Our target for an initial response is within one business day. This is a support target, not a guaranteed resolution time or service-level agreement.
Response and resolution times may vary depending on the complexity, severity, reproducibility, and scope of the request.
Liliwi provides reasonable technical assistance related to the normal use of the Service, including:
Installation and onboarding
Initial assistant configuration
Training-data setup, including documents and URLs
Shopify installation and integration
Questions related to available Liliwi integrations
Billing and subscription questions
Bug reports and reproducible technical issues
Security incident reports
Guidance available through Liliwi documentation
We may request screenshots, logs, browser details, account information, reproduction steps, temporary test access, or other information reasonably required to investigate an issue.
To help us investigate a technical issue, please include:
A clear description of the issue
The website or store domain concerned
Steps required to reproduce the issue
Expected and actual results
Relevant screenshots, screen recordings, error messages, or console details
Browser, device, platform, theme, application, or integration details where relevant
We will assess whether the issue is reproducible and whether it originates from Liliwi, a configuration issue, Customer Content, a third-party platform, or another external factor.
If you believe you have identified a security issue affecting Liliwi, do not post it publicly.
Please report it promptly to [email protected] with sufficient detail to help us investigate. We may contact you for further information and will assess the report according to its potential impact.
The following services are outside standard Liliwi support:
Custom development or bespoke integration work
Website, theme, plugin, extension, application, or code customization
Marketing strategy, conversion strategy, or eCommerce consulting
Prompt-writing, content-writing, or knowledge-base creation services
Third-party service support, including Shopify, WordPress, Wix, hosting providers, payment providers, and other applications
Problems caused by custom code, unsupported software, third-party applications, website themes, browser extensions, or external platform changes
Assistance with unlawful, inappropriate, or infringing content
We may offer certain excluded services separately, but only under a separate written agreement or quotation.
To receive effective support, you must:
Maintain an active subscription where the request concerns paid features
Provide accurate information and reasonable cooperation
Keep appropriate administrative access to your connected website or store
Follow available documentation and configuration instructions
Maintain backups of your own website, store, content, and systems where appropriate
Avoid sharing passwords, payment-card information, or other unnecessary sensitive information through support channels
We make reasonable efforts to assist with eligible requests. However, we cannot guarantee that every issue can be resolved, that every requested feature can be implemented, or that third-party platforms will remain compatible with the Service.
Support does not include a guaranteed uptime commitment, guaranteed response time, guaranteed resolution time, or service-level agreement.
We may update this Support Policy from time to time. The current version will be published on the Liliwi website with an updated effective date.
