Ongoing support for your Shopify store

Severity one, meaning checkout or the store is down, gets a response inside one business hour and continuous work until it is resolved. Severity two, meaning a broken feature with a workaround such as a failing integration sync, gets same business day. Everything else is next business day for a response, with scheduling into the backlog. Out-of-hours and weekend cover is available but it is a separate tier, and we would rather state that plainly than imply 24/7 human coverage at the entry price.

They roll over for one month, then expire. That is deliberate in both directions: it stops you losing hours to a quiet month, and it stops a year of unused time accumulating into an obligation that distorts planning. If you consistently do not use the block, we will suggest moving you to a smaller tier rather than quietly banking the difference.

Yes, and most of our retainers are stores we inherited. It starts with a paid onboarding audit, typically one to two weeks, where we document what is deployed, get repository and admin access sorted, set up monitoring, and identify the immediate risks. We will not offer an SLA on a codebase we have never read, because that promise would not be real.

In addition, and they cover different things. Shopify support handles the platform: billing, account issues, and genuine platform bugs. We handle your store: theme code, apps, integrations, and the custom work that Shopify will correctly tell you is out of their scope. When an issue is genuinely platform-side, we escalate it to Shopify on your behalf with the diagnostics they will ask for, which usually shortens the round trip.

You can cancel with 30 days notice and restart later, but we do not offer a paused state that keeps monitoring running for free. If seasonality is the concern, the better structure is a lower hour block year-round with a defined uplift for your peak months, so monitoring never lapses. Gaps in coverage are exactly when the silent integration failures happen.

Thirty days notice, and the handover is part of the service rather than an extra. You get current documentation, monitoring configuration, the open backlog with our notes, and a call with whoever is taking over. Everything already lives in your accounts and your repository, so there is nothing for us to release. We would rather you leave cleanly than stay because switching looks painful.