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Your keys, and what we do with them

This page is our security policy too. The agreement you sign points here, so you can hold us to it. It covers what each key opens, how a fix reaches your store, what we keep and how you take access back.

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What you can count on, on every plan

Every step is dated in your record, so you can see what happened and when. How your record works, on our Method page

What you give us, and how you take it back

What exactly do I give you?

It depends on your platform. To start, we only read the files a fix needs from your live theme. We put nothing on a copy, publish nothing and delete nothing until your fixes begin.

Stores on Shopify

  • Theme Access password

    You create it for us in Shopify's Theme Access app. With it, we could change, publish or delete any of your themes. We use it only for the steps of a fix, in the next part. We read the files a fix changes, copy your live theme, put the fix on our copy and delete our copies. On Resolve and Defend, we also use it to publish a fix you approved.

    Delete it in the Theme Access app, and our access to your themes ends.

  • Collaborator access

    It's an account for us in your store's admin: you give us a request code, then accept our request. On every plan, it reaches your themes and reads your products.

    On Resolve and Defend, it can also change your products and collections, but not their cost or price ("Products > Create and edit"). It can also change your store's pages and blog posts ("Online store > Blog posts and pages"). We use those two only to put the picture descriptions and statement you've approved on your store.

    Remove our collaborator account in your admin, and it's gone for good.

  • Crawler access signature, if you want one

    You create it in your admin under Online Store, Preferences. It lets your store recognize our checks on one of your domains, for up to 90 days. It doesn't reach your checkout.

    It ends on its own.

  • Storefront password, only if your store isn't open yet

    The password your store has before it opens. It lets our checks open your pages.

    Change it, and it stops working for us.

  • Stores on WooCommerce®

    Access we agree on the call

    An administrator account, or access to your store's files. Each fix goes in your theme's own template files (a child theme). It goes on a staging copy first, a private copy of your store for testing. How a staging copy goes live depends on your host.

    Delete our account, don't just change its role. With "No role for this site", we could still sign in.

    Sign in with your own administrator account and go to Users, then All Users. Hover over our account and click Delete. On the next screen, choose "Attribute all posts and links to:" and pick your own name, so nothing's lost. Then click Confirm Deletion.

    If you gave us file access through your host, remove or change that login in your host's control panel. Made a staging copy with a plugin? The staging copy has your site's logins too, so our account may be there. Delete our account there as well. With all that done, our access to your store ends.

  • Stores on BigCommerce

    A user account that can only change your theme

    It has the theme permissions, never ownership of your store. Each fix goes in your theme code. We upload it, and it isn't applied until it's approved.

    In Settings, then Users, you can set our user account to Inactive, or delete it. So can any admin with permission to manage users. Set it to Inactive, and our name stays on your Staff Action Log, next to the theme files we updated. Delete it, and our name comes off those entries. Either way, our access ends.

  • Stores built on Webflow

    Guest access that can publish your site

    We make each fix in Webflow's Designer, in settings such as ARIA attributes, which screen readers rely on. It's published to your webflow.io staging address first, then to your live store.

    In your Workspace, go to Team, then Users, then "Agency or Freelancer guests", and find us there. Click the three dots beside our name, then Remove from Workspace, then Remove. After that, none of us can get into your Workspace or any of its sites.

  • Stores built on their own code

    Access we choose together

    Through Git, say, and only what we choose together on the call. If your Shopify store's storefront is built another way, this is yours too.

    We choose the access together on the call: Git, say, or another way that suits you. On that same call, we'll agree how you take it back.

  • We don't work on Wix stores. A fix there would mean adding code that runs in your shopper's browser, and we never add that to a store.

  • Passwords live in our keychain, a password store kept apart from everything else. We never write one into your record or our settings. Only the one step that needs a password ever reads it.

  • We never ask for the password to your own Shopify account.

How a fix reaches your store

When does my live store change?

Only when you say so. Here's each step on Shopify, in the order it happens.

  1. We write the fix

    We copy the files a fix changes from your live theme and write the fix in them. Your record keeps the files before and after.

  2. A person signs off

    A person on our team checks what our software drafted. Only then does it go on any copy of your theme.

  3. It waits on a copy

    We put the fix on a new copy of your live theme, just as it is right then, and leave it unpublished. It shows in your themes list, named "Even Entry fix" plus the fix's name.

  4. We check the copy

    Before your developer gets it, we preview the copy. We open the pages where its problems showed up, at the same screen widths, and run the same checks.

  5. You decide when it goes live

    On Engage, your developer publishes it, and we never do. On Resolve and Defend, we publish it once your written approval of that fix is in your record. Your record keeps who said yes, when, and their own words. Our copy becomes your live theme, and the old one stays in your themes list, unpublished and still yours.

  6. The next check confirms it

    If your live theme changes before the fix goes live, we ask your developer to make the fix by hand rather than publish our copy. However the fix goes live, our next check spots it. It also shows whether its problems are gone. Then we delete the copies we no longer need.

A fix waits in a WooCommerce staging copy, at the Webflow staging address, as an upload on BigCommerce, or as agreed on your own code. Nothing is applied until you say yes; then your developer publishes it on Engage, and we do on Resolve and Defend.

See a sample fix waiting on a copy

What our software refuses to do

Each one is written into the code of our software for Shopify stores, with a test behind it. If the software ever stops refusing, that test fails.

  1. It puts a fix only on a copy it has just made, and never writes to your live theme. Putting a fix on a copy can never publish it. Publishing is a separate step, with its own rule below.

  2. It publishes a fix only when your written approval of that fix is in your record and your Resolve or Defend agreement is running. It never publishes on Engage, or if that would undo a change you made to your live theme since we made our copy.

  3. It never touches your own theme settings, kept in the file config/settings_data.json. It sends only the files a fix changed.

  4. It puts nothing on a copy unless the theme we wrote the fix for is still live. Every file the fix changes has to be just as we found it, with nothing changed, deleted or added since. Other changes to your live theme are fine: the copy includes them.

  5. It waits for a person's sign-off whenever it decides something, like how to write a fix or whether something needs an alert. Until then, no fix goes on a copy, nothing is published, no copy is deleted, and your reports and accessibility statement wait too. Our checks still visit your pages.

  6. It deletes only the copies it made for a fix, and never one that was published, or one you or your developer renamed or changed. Every other theme is yours, and it never removes one.

  7. On its own, it can do only what's on a list we set. So it can't publish a fix, change a setting, send you a report or delete anything we keep about your store.

Our checks on your storefront

They visit your store the way a shopper does.

They pause between steps, like a person would. We also read your product data, and the sitemaps that list your store's pages. That's never more than two requests a second.

What we keep, and for how long

What do you keep, and when is it gone?

Some of it has an end date. Some we keep for good.

Deleted 24 months after the agreement ends

  • Pictures of your store's pages, and their source
  • Check results
  • Our reads of your product data and sitemaps
  • The emails your store sends to the inbox we set up for it

Our backups hold older copies of everything on that list too. We delete each backup 90 days after we make it, so once something's deleted, its last copy is gone within 90 days.

If you get a claim or a demand letter and tell us, we put a legal hold on everything on that list. Until it's lifted, we delete nothing, and no setting can shorten how long we keep it.

Kept for good

  • The record's entries. We only ever add them. We've made sure none can be changed or deleted without it showing. You can check without us.
  • The fixes' files, before and after
  • Your approvals, as you sent them
  • The documents we issue you, such as your reports and accessibility statement
  • The copies of the record we give you
  • Timestamps: an outside service's proof that the record existed, as it is, at a given time
  • Keyboard tests, with their video and pictures

This is the record of the work on your store. You, your lawyer, or anyone you choose to show it to can check it without us.

  • Your copy of the record

    Your record in a single file, yours within 10 business days of asking. Our Method page shows how to check it on your own.

  • Keeping less

    You can ask us to keep the things on the 24-month list for less time, but no less than 12 months. Or you can ask us to keep no page source at all.

Who else handles it

Outside services host our tools and email, and help our software draft text and code. They can work on what you send us and on what we've recorded about your store. A person checks everything they help draft before it reaches you or your store.

  • An outside timestamp service gets only the record's fingerprint, which changes if the record does. Never what's in the record.

  • When we count what we find across the stores we check, the figures never name a store. We name a client only with their written permission.

Read the rest on our privacy page

Taking access back

How do I take your access away?

  1. Tell us first, and we'll pull any fix still waiting and delete the copies we made. We need the Theme Access password to do that. If someone renamed or changed a copy, we leave it for you to keep or delete.

  2. Delete the Theme Access password in the Theme Access app.

  3. Remove our collaborator account in your admin.

  4. Our checks stop after the agreement's last day. From that day, we keep the pictures and check results for 24 months, then delete them.

Deleted the password first? Then our copies stay in your themes list, each named "Even Entry fix", for you to delete. The crawler access signature ends on its own.

See what your store needs

On the call, we show you what our checks found on your store's public pages, and exactly what access your plan needs.

Book a call