Shopify Support & Maintenance

Our support packages (on this page) provide dedicated hours each month for development work, bug fixes, feature additions, and strategic guidance. Our maintenance service focuses specifically on proactive store health, security monitoring, app updates, backups, and error detection. Many clients combine both. You can view our standalone maintenance service for more detail.

Response times depend on your package. Essential clients receive a 48-hour response by email. Growth clients receive a 24-hour response via email and Slack. Enterprise clients receive a 4-hour response through a dedicated Slack channel. Critical production issues are escalated regardless of plan.

Growth and Enterprise clients can carry over up to 50% of unused hours to the following month. This provides flexibility during quieter periods without losing value. Unused hours beyond this threshold expire at the end of the month.

Yes. You can change your package with 30 days' notice. We don't tie you into long-term contracts, our clients stay because of the quality of the service, not because they're locked in.

Support hours can be used for bug fixes, theme updates, new feature development, performance improvements, SEO changes, app installations and configuration, strategic advice, and platform updates. We maintain a shared project board so you always have visibility of work in progress and hours consumed.

Yes. A significant portion of our retainer clients are on Shopify Plus. We provide support for custom checkout functions, Shopify Flow automations, B2B configuration, multi-store management, and all other enterprise Shopify features in addition to standard support tasks.