As of August 24, 2026. This policy applies to Shopify theme, development, launch, and ongoing-support engagements provided by HansonCore, LLC DBA Five Acre Code.
Support channel
Send service requests to support@fiveacrecode.com or use the contact form. Include the shop domain, theme and version, affected URL/template, browser/device, customer context when relevant, recent changes, expected result, actual result, business impact, and approximate time with timezone.
Do not send owner passwords, access tokens, payment card data, customer passwords, session cookies, or other active credentials through ordinary email or the public form.
Standard hours
Standard service hours are Monday through Friday, 9:00 AM–7:00 PM Eastern Time, excluding United States federal holidays. Work outside those hours, reserved incident coverage, and on-call availability apply only when expressly included in a written agreement.
Priority approach
We generally prioritize:
- Confirmed security or privacy incidents involving engagement systems or access controlled by Five Acre Code.
- A broad inability to browse, add to cart, or purchase when the likely cause is within the agreed service scope.
- Material live storefront regressions, broken releases, or severe app/theme conflicts.
- Recurring-support requests with a contractual priority or release dependency.
- Ordinary defects, maintenance, campaign work, enhancements, and advisory requests.
Priority can change after investigation identifies the actual responsible platform, provider, scope, and impact.
Response and resolution
A response target measures acknowledgement or initial triage, not guaranteed resolution. Resolution depends on reproducibility, access, approvals, Client response, platform status, theme/app source, third-party support, release windows, and the complexity of a safe fix.
Specific response targets, reserved capacity, service levels, escalation contacts, and after-hours coverage exist only when stated in a signed agreement. Without an active support agreement, a request is evaluated as new scoped work and timing is not guaranteed.
Included support
Depending on the written scope, support can include:
- Theme defect triage and correction.
- Theme update assessment and customization carry-forward.
- App/theme presentation and conflict investigation.
- Development/unpublished-theme work, preview, testing, and approved release support.
- Scoped performance, accessibility, responsive, browser, and storefront UX work.
- Campaign components, templates, structured content, and merchandising improvements.
- Technical planning for themes, apps, checkout/accounts, Markets, B2B, and integrations.
- Documentation, release notes, and handoff for completed work.
Exclusions
Unless included in writing, support does not cover 24/7 monitoring, guaranteed response or restoration, Shopify account administration, platform fees, paid apps/themes/fonts/assets, content production, copywriting, photography, brand design, legal or accessibility certification, SEO or conversion guarantees, tax/accounting advice, payment-provider or carrier operations, third-party systems, data entry, customer service, or unlimited revisions.
Shopify and third-party incidents remain outside Five Acre Code's control. We can investigate, coordinate, document, or implement an available workaround within scope, but cannot guarantee another provider's response or roadmap.
Client cooperation
Preserve the initial evidence, provide timely access and decisions, identify recent changes, use representative test content, review preview links, and approve production releases. Repeatedly changing the live theme, app configuration, or affected data during investigation can invalidate evidence and require the request to be re-scoped.
Pricing and recurring work
Pricing varies by project and deliverable. Recurring support can use reserved capacity, a defined backlog, time-based work, or another written structure. Unused capacity, rollover, cancellation, and renewal follow the signed agreement and Cancellation and Refund Policy.
Security reports
Use support@fiveacrecode.com with subject prefix [SECURITY] for suspected security incidents.