shopify_managed
Never wonder who is watching your store
A senior Shopify team on retainer: uptime and sync monitoring, fixes inside a stated response time, and a standing backlog for the changes you keep postponing.
- Uptime and checkout monitoring24/7
- Integration sync alertingincluded
- Stated response timesincluded
- Monthly senior development hoursincluded
+2 more deliverables below
symptoms
The problem
“Something broke on Friday and we found out from a customer.”
Nothing is monitored, so the first alert is an email from someone who could not check out.
“Our developer disappeared and we have no idea what is deployed.”
No documentation, no repository access, and no one who can safely make a change to a store doing real revenue.
“Small changes sit in a queue for three weeks.”
Every request is a new negotiation, so the ten-minute fixes never get done and the list keeps growing.
deliverables
What you get
One standing call, one backlog, one named person who knows your store.
Uptime and checkout monitoring
24/7Synthetic checks on the paths that matter, so we know before your customers do.
Integration sync alerting
Failed order or inventory syncs raise an alert with the failing record, instead of silently falling on the floor.
Stated response times
A written SLA by severity, with checkout-down treated differently from a copy change.
Monthly senior development hours
A block of hours for the backlog, used on what you prioritize rather than what we find interesting.
Quarterly roadmap review
quarterlyA look at what changed, what is degrading, and what is worth doing in the next quarter.
A named senior contact
The same person every month, who already knows your stack and does not need re-onboarding.
free_first_step
Start with the free audit, not a sales call
We review your store with read-only access and send written findings: what is costing you orders, what it would take to fix, and what we would not touch. If the honest answer is that you do not need us, the audit says so.
proof
Shopify Managed Services and Support Retainer case studies
100%loyalty migratedSpecialty Coffee Roaster
Two cafe locations onto Shopify POS in 28 days with zero downtime before tourist season.
Read the case study
90days, two scopesPet Nutrition Manufacturer
A centralized HubSpot help desk and a D2C organic foundation delivered as two scopes in 90 days.
Read the case study
questions
Shopify Managed Services and Support Retainer FAQs
What are the actual response times?
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.
What happens to unused development hours?
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.
Do you support a store you did not build?
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.
Is this instead of Shopify support or in addition?
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.
Can we pause the retainer during a slow season?
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.
What if we want to leave?
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.
next_step
Get someone watching the store
Tell us what broke most recently and who fixed it. We will scope monitoring, an SLA tier, and an hour block that matches your actual roadmap.