Support
We're here to help! If you need technical support, such as assistance in configuring SparkLayer on your website, you can either:
So that we can best help, please ensure you provide key details including:
- What your query is about
- Any screenshots that may help us resolve your query as quickly as possible.
We aim to respond to all queries within 24 hours, but please allow up to two working days for a response. For Enterprise customers, we have an additional Service Level Agreement (SLA) in place. Please contact us for more details.
Support Hours (UK, London-time):
- Monday: 8am - 5.30pm
- Tuesday: 8am - 5.30pm
- Wednesday: 8am - 5.30pm
- Thursday: 8am - 5.30pm
- Friday: 8am - 5.30pm
Messaging via our chat system It's possible to message our support team via the SparkLayer Dashboard and via the button on the bottom right of this page. Please note, we operate with a small team and as such, our support is not always available on an immediate 'live chat' basis so we can't always provide a real-time response to your queries. Our support team is normally very responsive and we do tend to reply to queries with a resolution very quickly.
We can assist in the SparkLayer installation process such as adding the frontend widgets to your website or walking you through the data set up process. As with Technical support, just click the message icon to contact our team. If you'd prefer to book a video call, you can arrange an onboarding call here
Installing SparkLayer on your store
In order to use SparkLayer, your website will require the SparkLayer Frontend Interfaces to be installed. Our team offers a free service to do this for you, ensuring everything is setup ready for you to begin using. The process works as follows:
- Our team will then request access to your website to allow us to edit your code
- Our team will then proceed to install all the necessary SparkLayer Frontend Interfaces and then perform our own internal tests to ensure everything works
- We'll then notify you that everything is ready to go and you can proceed to test with our Launch Checklist. You'll also be given the option to request a free onboarding call to talk with our expert team and discuss any questions you may have.
✅ Our support covers queries about our apps' functionality, integration and installation, help with configuring app settings, and addressing any observed bugs.
❌ Our support does not cover issues caused by third-party plugins, or those which fall under the scope of support of your theme developers, such as native theme settings and design-decisions. In these cases, we will try to refer you to the best support source for your query
Our head office is located in the beautiful English city of Bath and our team is all based in close proximity. You can learn more about our story here!
Since we're UK based, we typically operate our support on UK timezones (Monday to Friday, 9am to 5pm GMT) however we are able to accommodate specific requests should you require assistance outside of these hours. Please speak to our team and we'll be happy to advise.