Shopify Support Services
Shopify keeps the servers running, but it does not maintain your store. Your theme, apps, integrations, tracking and content are yours to look after, and they drift: an app update breaks the cart drawer, a holiday banner pushes the product image down, a retired API version stops an integration syncing. Our Shopify maintenance and support retainers give you a team that already knows your codebase and catches problems early.
Small tasks are typically turned around in 48-72 hours, and changes are tested on an unpublished theme before they reach customers.
Shopify brands we've worked with
Hosting, security patches, PCI compliance and uptime are Shopify's job. Everything layered on top is where stores break, slow down or fall behind.
Bug fixes, layout issues on new devices, and vendor theme updates. If your theme has custom code, an update is not one click, so we re-apply and test your changes on the new version.
Watching app updates, removing apps you no longer use along with their leftover code, and keeping ERP, 3PL, email and review integrations syncing.
Shopify releases a new API version every quarter, each supported for at least 12 months. We keep custom Shopify apps and integrations on supported versions and track changes announced in each Shopify Edition.
Landing pages, seasonal banners, collection launches, discount setups and navigation changes, built with your theme's sections so they stay on brand.
Periodic Core Web Vitals reviews, broken link and 404 checks, and confirmation that analytics, ad pixels and consent still fire after changes.
A new product page section, a size guide powered by metaobjects, or a Shopify Flow automation that tags VIP customers or flags risky orders.
Shopify ships changes constantly, and some require action. Checkout Extensibility replaced checkout.liquid and the additional scripts box on the thank-you and order status pages, Shopify Scripts are being phased out in favor of Shopify Functions, and tracking has moved toward Customer Events. Brands that miss these deadlines can find checkout customizations or conversion tracking no longer running after an automatic upgrade.
Then there are the slow problems: an app adding a second copy of a script, a homepage that has grown to fifteen sections, product data drifting as different people add SKUs. A retainer makes noticing them someone's job.
Retainers are scoped to your store and the amount of change you expect each month, not sold as fixed tiers. A typical arrangement includes:
Some problems cannot wait for a queue. A broken add-to-cart button, a checkout error after an app update, products vanishing from collections or a payment method failing all cost sales by the hour.
For retainer clients, urgent issues are handled ahead of routine work. We start with the quickest safe fix, often rolling back to the last working theme version or disabling the app embed responsible, then find the root cause. Shopify keeps version history for theme files and our repository keeps a fuller record, so rollbacks are quick and precise. Not on a retainer? Request urgent Shopify support and we will assess the issue and tell you honestly what fixing it involves.
Fine for one-off jobs, but each new person relearns your theme and apps, and nobody owns the bigger picture.
A team that already knows your store across theme, apps, speed, tracking and integrations, with capacity that flexes month to month.
The better fit once you have a steady stream of development work. If that is where you are heading, you can hire a dedicated Shopify developer through us.
Retainer pricing depends on your store's complexity, the number of apps and integrations, and how much new work you want alongside upkeep. We scope it after a free store audit and send an itemized proposal within 24 hours. Every project we build already includes post-launch support, so many clients start a retainer once that period ends.
If your store has built up problems, we usually suggest a one-off clean-up first, such as Shopify speed optimization or an app audit, so the retainer starts from a healthy baseline instead of months of backlog.
Our Process
Got Questions?
Each retainer is scoped individually, but most cover theme bug fixes and updates, app and integration health, small features and new sections, content and campaign changes, speed and tracking checks, and keeping custom apps on supported Shopify API versions. Changes are tested on an unpublished theme before going live, and you get a short monthly summary of the work done.
Small tasks such as copy changes, banner updates and minor bug fixes are typically completed within 48-72 hours. Problems that stop customers buying, such as a broken cart or a checkout error, are handled ahead of routine work. Because we are a fully remote team working across time zones, we agree communication channels and response expectations with you when the retainer starts.
Shopify handles hosting, uptime, security patches and PCI compliance, which is a real advantage over self-hosted platforms. It does not look after your theme, apps, integrations or content, and that is where most store problems start. If you rarely change anything and run few apps, occasional one-off help may be enough, and we will tell you so.
Yes. We begin with an audit of the theme code, installed apps, integrations and any custom apps, then document what we find and flag risks, such as edits that block theme updates or apps loading code on every page. That onboarding means we can work safely in an unfamiliar codebase from the first request.
They can. When a theme's code has been edited, a vendor update does not carry those edits over automatically. We review the changelog, apply the update to a copy of your theme, re-apply and test your customizations, then publish once you approve. Where customizations are extensive, we may suggest moving them into custom sections so future updates are easier.
Yes. Retainer time can cover improvements as well as upkeep: new landing pages, product page changes, Shopify Flow automations, Klaviyo integration work or a custom section powered by metafields. Larger projects, such as a custom app or a full redesign, are usually scoped separately so they do not consume the hours your store needs for maintenance.
Keep Exploring
Start with a free store audit and get an itemized maintenance proposal within 24 hours.
Book a Free Call