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Technical Support Policy

Note: This policy covers the technical performance of the Wyllo software service. Any questions regarding installation and integrations, onboarding, manual review and verification, transactions processed and decisions, billing or invoicing issues, chargeback dispute and representment, and related items are not covered by this policy. 

Support Email Email: support@wyllo.ai

Wyllo will provide operational staff on email support outside of the normal Business Hours.
Contact Support Form https://help.wyllo.ai/s/contactsupport
Support Business Hours 8:00 AM to 6PM EST (Monday-Friday) (excluding company holidays)
  Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee.
  Bug fixes to bring the Service into substantial conformance with its then-current technical documentation.
  Scheduled maintenance is usually scheduled 7-14 days in advance. Customers are usually notified with a banner notification through the Wyllo web application. 

RESPONSE TIME CHART

WYLLO SEVERITY DEFINITION RESPONSE GOAL DETAILS
Severity 1 Service substantially fails to perform (e.g. transactions cannot be screened) 2 Business Hours (1) Trouble Ticket opened
(2) Assign engineer to determine and correct the error
(3) Periodic reports on the status of the correction
(4) Initiate work to correct the error
Severity 2 Substantial degradation in performance of the Service 3 Business Hours (1) Trouble Ticket opened
(2) Assign engineer to determine and correct the error
(3) Periodic reports on the status of the correction.
(4) Initiate work to correct the error
Severity 3 Minimal-to-no impact on the availability or performance of the Service. 1 Business Days Commercially reasonable efforts to include in the next major release.

Business Hours

Wyllo working hours, excluding company holidays. 

Excluded Items

  • Performance of third party integrations (for example, Stripe, Shopify, and BigCommerce)
  • Customer side changes to their computing environment or integrations
  • Support directly for shoppers 
  • Assistance in developing customizations
  • Validation of merchant configuration of DKIM for sending verification emails from custom domains
  • Assistance with non-Wyllo products, services, or technologies

Note: Customer support plans may change but will not be materially reduced during a customer’s paid term.

March 2026

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“Normally not one to write reviews but absolutely must applaud Wyllo. I switched over from a big name competitor that dropped the ball huge on support. I’ve had no such issues with NoFraud — their support agents has been super responsive. The sales folks answered my every detailed question — even digging into API documentation. Their onboarding team was top notch. I was up and running super quick! Very happy.”
Hak5Shopify Customer
“We can’t say enough wonderful things about the team at NoFraud. They are extremely responsive, knowledgeable, and easy to work with. The peace of mind we get from knowing that they are handling the fraud check process is invaluable. NoFraud’s system consistently delivers accurate order ratings and recommendations.”
Judith LeiberShopify Customer
“5 stars across the board! We switched to NoFraud a year ago and not only did my approval rate increase drastically but pricing was also a lot more competitive. The integration is seamless and literally worked out of the box with zero changes to our current workflow.”
DailySale.comShopify Customer
“The NoFraud app is really easy to install and set up. NoFraud’s analysis has been much more effective than the standard default Shopify fraud analysis. It catches fraud missed by Shopify and passes orders that Shopify said were high risk. Best part is, you can contact NoFraud and speak with someone.”
JDA PerformanceShopify Customer
“HydroMistUSA.com has been using Wyllo Checkout for several months and there have been customer comments about how much simpler the checkout experience is. The backend has a very nice selection of setup options including allowing customer notes, newsletter sign-up, company colors, custom scripting, checkout A-B testing and several other things. On top of all this, the Wyllo support staff are friendly and knowledgeable.”
HydroMistBig Commerce Customer
“NoFraud was so simple I couldn’t believe it would work. It not only works but we don’t have to double check anything. The time saved has this service paying for itself in no time. 0 chargebacks in almost a year now and hundreds if not thousands of labor hours saved. The service and support is great! The best fraud prevention service on the market!”
Big Commerce Customer
“This is some of the best money we have ever spent. Integrating the app was quick and smooth, the support is fantastic and far superior to the service offered by some of their competitors. Our fraudulent orders have dropped by almost 60% since integrating NoFraud as compared to Signifyd and all orders that are charged-back are quickly reimbursed.”
NixPlayAdobe Commerce Customer
“This is some of the best money we have ever spent. Integrating the app was quick and smooth, the support is fantastic and far superior to the service offered by some of their competitors. Our fraudulent orders have dropped by almost 60% since integrating NoFraud as compared to Signifyd and all orders that are charged-back are quickly reimbursed.” “The team at NoFraud are amazing. They have been a strong partner against the fraudsters. Right before we signed up we were hit with several thousand dollars of Mule Fraud. The addition of this app has definitely saved us money. Worth every penny. I would totally recommend them.”
PC MagazineAdobe Commerce Customer
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