Shopify Support Agency

Shopify Maintenance is more than "keeping the site up." A well-run Shopify store accumulates small regressions every month: a Shopify theme update changes a Dawn section structure, a third-party app ships a breaking change, a Klaviyo template drifts from brand, a PDP image pipeline regresses on Core Web Vitals, a checkout cart transform starts throwing errors for a specific variant. Without active maintenance, these accumulate until a weekend firefight.

What our Shopify maintenance retainers cover week over week:

• Bug fixes + regressions — variant edge cases, checkout issues, mobile-specific breakage, third-party app conflicts. Response SLA by priority tier (P1/P2/P3).
• Theme updates tracked weekly — Shopify ships theme updates regularly (Dawn has a monthly-ish cadence). We track upstream changes, test in staging, ship on a predictable cadence — not ad hoc when something breaks.
• App changelog monitoring — every app on the store's release notes reviewed weekly. Breaking changes caught before they hit production. Apps shipping garbage we notice first.
• Performance vigilance — CWV regressions caught and fixed before they affect search rankings or conversion. Lighthouse budgets monitored per release.
• Integration health — syncs that drift, webhooks that start failing, rate limits that change. ERP/3PL/CRM integrations reconciled daily.
• Security patches + dependency updates — custom apps get npm audit reviewed monthly, Shopify platform advisories actioned within the window Shopify recommends.

The alternative — waiting for something to break — is how stores compound small regressions into production incidents. Maintenance is the cheap work that prevents the expensive firefight.

Shopify Retainers from us are predictable by design: fixed-hour tiers with clear scope, response SLAs by priority, dedicated squad on the account, monthly written reporting, quarterly business review. Not a bucket of hours that disappear into a black box.

Retainer tiers scoped by engagement:

• Support retainers — $5k–$12k/mo (10–25 hours). Bug fixes, small feature work, merchandising support, theme/app updates. Best for live stores past the launch honeymoon that need ongoing stewardship without full-time agency engagement.
• Integrated retainers — $12k+/mo. Design + dev + SEO on one measurement stack. For growth-stage DTC brands running a real growth engine with ongoing content, technical SEO, and merchandising work.
• Dedicated-squad retainers (Plus + enterprise) — $20k+/mo. Named engineers + design lead + SEO lead + project lead on your account. Weekly live sync, 4-hour P1 SLA during business hours, co-owned quarterly roadmap. Right for Plus merchants running real operations with B2B, multi-market, and enterprise integration complexity.

The retainer rhythm is identical regardless of tier: Week 1 priority review and sprint plan, Weeks 2–3 execution with daily async updates, Week 4 ship + written report. Monthly deliverables include work shipped, performance trend (CWV, speed, uptime), SEO trend if on combined retainer, and risk log. Up to 25% of unused hours roll to next month — preventing the end-of-month rush without letting balances compound.

Commitment: 3-month initial, then month-to-month with 30-day notice. No lock-in. No theme hostage.

Shopify Store Support is the day-to-day side of a retainer: direct Slack channel with your team, Linear for work tracking shared with you, PRs on GitHub for every change, and a named squad that knows your store's quirks six months in.

What "direct Slack channel" actually means operationally: your support requests land in a channel where your engineers, design lead, SEO lead, and project lead are all present. Quick questions get quick answers. Bugs get triaged with priority. Feature requests get scoped. We don't route requests through a support portal, we don't have account managers filtering between you and the team doing the work, and we don't disappear between weekly check-ins.

Response SLAs by priority:

• P1 (site down, checkout broken, payment failure, major functional breakage): 2 business hours, 4 hours after. Active until resolved.
• P2 (functional bug, broken feature, user-blocking issue): 8 business hours. Resolved within 2 business days typical.
• P3 (cosmetic, planned work, enhancement, new feature request): 2 business days to acknowledge + scope. Scheduled into the next sprint.

Merchandising + seasonality support is built into the retainer rhythm. BFCM planning starts six weeks before Cyber Week with traffic projection reviews and landing page planning. Q5, Father's/Mother's Day, summer sale, back-to-school — each gets its own prep window. Your agency should understand these without you chasing.

Communication channels: dedicated Slack channel for day-to-day, Linear roadmap visible to your team (every ticket status current), weekly 30-min live sync (or skip it if we're all caught up — we don't run meeting theater), monthly written report, quarterly business review.