Support¶
Need help? Reach the Parts Diagram team here.
Email¶
Please include:
- Your Shopify store domain (e.g.
your-store.myshopify.com). - A screenshot or short screen recording of the problem.
- The affected product page URL, if relevant.
- Any messages from the browser console starting with
[parts-diagram](DevTools → Console).
Response SLA¶
| Priority | What it means | First response |
|---|---|---|
| P1 — Storefront down | Block doesn't render or breaks checkout | Within 4 business hours |
| P2 — Storefront degraded | Some hotspots / features broken | Within 1 business day |
| P3 — Admin issue | Editor / settings issue with workarounds | Within 2 business days |
| P4 — Question / feature request | Non-blocking | Within 5 business days |
Business hours are 9:00–17:00 UTC+7, Monday–Friday.
Status & outages¶
For real-time service status (API, App Proxy, embedded admin), visit our status page:
status.parts-diagram.example.com
If you suspect an outage, check the status page first — we post incident updates there before email.
Feature requests¶
We track requests and prioritize by store impact. To submit one, email support with:
- The use case ("we sell X and our customers struggle to do Y").
- The change you'd like.
- Whether a workaround exists today.
We don't promise timelines on feature requests, but every request is read and triaged.
Privacy & security¶
Security issues — please report privately to security@papathemes.com rather than the standard support address. We acknowledge security reports within 24 hours.