What we collect
Name, email, permanent Shopify store URL, theme name/version, topic, problem description and an optional diagnostic attachment.
Support data
Only what the request needs.
A concise notice for information submitted through the Altline merchant support form.
Why we use it
To acknowledge, investigate, respond to and document theme support requests, including defect patterns and release follow-up.
How it is protected
Ticket details and attachments are encrypted before storage. Attachments are held outside the public web root. Access is limited to authorised support operators.
Email delivery
Transactional email is processed by the configured email delivery provider so we can send the merchant receipt and notify the support queue.
Retention
Support records are retained for up to 18 months unless a longer period is required for an active dispute, legal duty or continuing defect investigation, then securely deleted.
Your choices
Use the support form and choose “Support data privacy request” to request access, correction or deletion of your support information. Some records may be retained where legally required.
Please do not send
Credentials and customer data do not belong in a ticket.
Never submit passwords, API keys, payment information, identity documents or customer exports. Remove private information from screenshots before upload.