Shopify Support Services

Even though Shopify is a hosted platform, regular maintenance ensures that your store runs smoothly, theme and app integrations work as expected, and your e-commerce operations remain optimized for the best customer experience. Examples of maintenance could include updating old promotions, reviewing site performance, adding new content, integrating new shopping features, and more!

We can review your themes and apps for updates or issues at your request. If there are critical updates or security patches, we prioritize them to ensure your store remains secure and functional. Most often, such updates include themes that have released updated versions to fix browser issues, update code libraries, or provide new features.

Absolutely! We assign a dedicated Shopify expert for each client. Your account manager will oversee all maintenance tasks, ensure your store’s optimal performance, and serve as your primary point of contact for any Shopify-related concerns.

If we identify an app causing issues, we’ll first troubleshoot the conflict ourselves to see if it can be resolved within your theme. If a resolution isn’t immediate, we can either find an alternative app or communicate directly with the app developers to address the problem.

Shopify automatically backs up your store data. However, we recommend you routinely export and store essential data, like product listings and customer information, on your own computer as an added layer of precaution.

Yes, we can handle regular content and inventory updates, from adding new products, updating pricing, and changing promotions, to managing stock levels. Our team can ensure your store remains up-to-date and reflective of your current offerings.

Definitely! Whether you’re looking to add new payment gateways, integrate marketing tools, or any other functionality, we’ll facilitate the integration to enhance your store’s capabilities. We can also provide custom Shopify app development, but be aware that cost can be considerably high.

We understand the importance of seamless transactions. Our team maintains regular business hours, but if you encounter an issue outside of our support hours you can always reach out to Shopify directly.

All Shopify support services are billed on a time-and-materials basis. You can pre-pay for a Shopify maintenance block of time to receive a discounted hourly rate, or as an existing client you can opt for monthly invoices at a slightly higher hourly rate.

When talking with prospective Shopify website maintenance clients, we are often asked what is considered billable time. You will find the answers vary greatly within the Shopify support industry.

In some situations, you may find a Shopify maintenance company to charge a much higher hourly rate, but not bill out for client communication or task organization. Likewise, there are Shopify website support companies like us, who charge a more affordable hourly rate, but also bill out for most communication and organization.

To help provide clarification, let’s go over some examples of what we consider billable time when it comes to maintaining and supporting your Shopify website.

Shopify maintenance services we do consider billable time:

• Reading through lengthy emails to understand what is being requested.
• Preparing responses to lengthy or complex email messages.
• Helping you figure out your domain name or web hosting provider credentials.
• Scheduling your Shopify maintenance to be completed by the best team member.
• Talking with you on the phone about new ideas or potential website changes.
• Reviewing completed work for quality control purposes.
• Providing you with training on how to handle administrative tasks.
• Researching unique solutions to difficult questions you present our team.
• Providing detailed time usage reports, beyond the automated monthly update email.
• Helping you figure out email client issues within Microsoft Outlook, Apple Mail, etc.
• Almost any other task that you request for your website or company.

Shopify website maintenance services we do not consider billable time:

• We do not charge you to talk about personal matters, such as the weather, a recent vacation, or a sporting event.
• We do not charge you to respond to simple email messages that don’t require research or lengthy feedback.
• We do not charge you to handle accounting-related tasks, such as invoice generation, payment confirmations, etc.