# Contact support URL: https://docs.sparklayer.io/help/support Contact SparkLayer support by email or Dashboard chat, see how fast we reply, get free widget installation or an onboarding session, and check what we cover. > **Quick summary** > > - Email [support@sparklayer.io](mailto:support@sparklayer.io), or click the message icon in the [SparkLayer Dashboard](https://app.sparklayer.io/) or at the bottom right of this page. > - We reply within 24 hours on weekdays, and within 48–72 hours at weekends. The Enterprise plan adds 24/7 support with a service level agreement (SLA). See [Response times](#response-times). > - On every plan, our team installs SparkLayer's storefront widgets for you, free. Paid plans also include personalised onboarding sessions. > - We support SparkLayer's features, installation and settings. We don't cover problems caused by third-party apps or your theme. ## Contact support Contact our team for help with SparkLayer, including setting it up on your website: - Email [support@sparklayer.io](mailto:support@sparklayer.io), or - Click the message icon (a purple speech bubble) in the [SparkLayer Dashboard](https://app.sparklayer.io/), or at the bottom right of this page. Many common problems, such as missing B2B prices or widgets not loading, have a quick fix in [Troubleshooting](https://docs.sparklayer.io/help/troubleshooting.md). So we can help quickly, include: - **Which store it's about**, such as your store's web address. - **What your query is about**, in as much detail as you can. - **Screenshots** that help show the problem. ## Response times | Plan | When we reply | | --- | --- | | **Every plan** | Within 24 hours on weekdays, and within 48–72 hours at weekends. | | **Enterprise** | 24/7 support, with a service level agreement (SLA) on top. Contact us for its details. | The message icon isn't a live chat that's always staffed, so you won't always get a reply in real time. Our team often replies well within these times, with a solution. ## Get help with onboarding | Help | Plans | | --- | --- | | **Free installation**: our team adds SparkLayer's storefront widgets to your website and tests them. See [Request free installation](#request-free-installation). | Every plan | | **Personalised onboarding sessions**: a video call with our onboarding team to walk you through setting up your data and features. [Book an onboarding call](https://book.sparklayer.io/). | Paid plans (Starter and above) | To ask a question at any time, click the message icon to contact the team. You can also reach us from the app: | Where | Button | What it does | | --- | --- | --- | | **Home > Setup** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/)), or **SparkLayer Wholesale > Setup** in the Shopify app | **Book setup call** | Books a free setup call with our onboarding team. | | **Home > Setup** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/)), or **SparkLayer Wholesale > Setup** in the Shopify app | **Chat with support** | Opens a chat with our team. | | **Home** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/)), or **SparkLayer Wholesale** in the Shopify app, at the foot | **Book free setup** | Books a free setup call. | | **Settings > Configurations** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/settings/general)), or **SparkLayer Wholesale > Settings > Configurations** in the Shopify app, at the top | **Free setup assistance** | Books a free setup call. | ### Request free installation Your website needs SparkLayer's [storefront interfaces](https://docs.sparklayer.io/help/storefront/interfaces.md) installed. Our team does this for you, free of charge: 1. Go to **Storefront > Widgets** in the SparkLayer Dashboard ([open](https://app.sparklayer.io/configuration/frontend/core)), or **SparkLayer Wholesale > Storefront > Widgets** in the Shopify app. Under **Ask us to install it**, click **Request installation**. On Shopify, you can also click **Something not right? Install SparkLayer for me** in [Theme setup](https://docs.sparklayer.io/help/platforms/shopify/theme-setup.md). 2. We get in touch within a working day, and ask for access to your website so we can edit your code. 3. We install all the SparkLayer storefront interfaces you need and test that everything works. 4. We let you know when it's ready. Test it yourself with the [Launch checklist](https://docs.sparklayer.io/help/get-started/launching.md). On a paid plan, you can also [book an onboarding call](https://book.sparklayer.io/) to talk through any questions. ## What our support covers | Covered | Not covered | | --- | --- | | Questions about our apps' functionality, integration and installation | Problems caused by third-party plugins | | Help configuring app settings | Anything your theme developer supports, such as native theme settings and design decisions | | Bugs you've found | | If we don't cover your query, we'll try to point you to the best place to get help. ## Other help - [Troubleshooting](https://docs.sparklayer.io/help/troubleshooting.md): Fixes for missing B2B prices, widgets not loading and checkout errors - [General FAQs](https://docs.sparklayer.io/help/faqs.md): Platforms, cost, setup time and whether you need a developer ## Where we're based Our head office is in Bath, England, and our team is based nearby. Read more in [our story](https://www.sparklayer.io/our-story/index.html). Wherever you are, see [Response times](#response-times) for when to expect a reply.