Magento Support

Slow agency response, unresolved module conflicts, and security patches that never quite land on time are support problems, not platform problems. Shero has supported Adobe Commerce and Magento Open Source stores for 15+ years, including complex B2B operations for clients like Benchmade, Tormach, and JustRite, with 2-hour response on critical issues for Advanced and Enterprise plan clients.

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Vienna Beef Logo
Logo Benchmade
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Shopify Premier Partner

16+

Years in business

500+

Projects Delivered

50+

Team Members

98%

Client Retention

16+

years supporting Magento

Adobe Commerce and Magento Open Source support across B2B, DTC, and hybrid operations since 2009

2hr

critical issue response on Advanced and Enterprise plans

Shero monitors client stores 24/7 and responds to critical issues within 2 hours, often before the client is aware

98%

client retention year over year

The majority of Shero Magento support clients renew annually because the relationship extends beyond ticket resolution

3+

year average Magento client engagement

Benchmade, Tormach, and JustRite represent the typical Shero Magento engagement: long-term, not transactional

"Working with Shero Commerce for the past three years has been a game-changer for our B2B ecommerce business. Their expertise in website support and ecommerce strategy has significantly improved our online presence and optimized our B2B operations."

Joe Prebich, Vice President of Marketing, Benchmade

What Shero Magento support actually covers

Shero’s Magento support packages cover security patches, upgrades, performance tuning, module conflicts, integrations, and SEO maintenance. Rather than reactive break-fix support, we offer three tiers: Essential for stability, Advanced for proactive optimization, and Enterprise for large Adobe Commerce stores needing dedicated support and custom development.

• Adobe Commerce and Magento Open Source
• Security patches and version upgrades
• Performance and load speed tuning
• Module conflict resolution
• ERP and third-party integrations
• Technical SEO and infrastructure

Why Magento merchants work with Shero for ongoing support

The agencies that frustrate Magento merchants are the ones who respond slowly, communicate in ticket numbers, and wait for things to break. Shero's support model is built around preventing incidents, not reacting to them.

01

Proactive maintenance rather than break-fix response

Shero monitors client stores 24/7 and addresses performance degradation, security vulnerabilities, and module conflicts before they affect the storefront. CAS USA and Tormach are examples of long-term Magento clients where the relationship has prevented incidents rather than simply resolved them.

02

2-hour critical response with a team that knows your codebase

Advanced and Enterprise plan clients get 2-hour response on critical issues. That response comes from the Shero team that has been maintaining the store, not a first-line support agent reading documentation. The team already knows the codebase, the customisations, and the integrations.

03

B2B Magento support covering pricing, accounts, and ERP connections

Supporting a B2B Magento store requires understanding more than the platform. Shero has maintained B2B configurations for Benchmade and JustRite across pricing model changes, new trade account types, and ERP updates that affect the store's data flows. This is operational knowledge, not just technical support.

04

Version upgrades managed without breaking existing customisations

Magento version upgrades on heavily customised stores are high-risk if the upgrade plan does not account for every custom module and integration. Shero manages upgrades with a full compatibility review before any work begins so that the upgrade improves the store rather than breaking what was already working.

05

Honest advice on whether to stay on Magento or move to Shopify Plus

Shero supports both Magento and Shopify Plus. If your business is better served by migrating, we will say so and manage the transition. If Magento remains the right platform for your operation, we will tell you that too. The advice is not shaped by which platform generates more migration revenue.

06

Clear communication with a dedicated point of contact

Shero clients on Advanced and Enterprise plans have a dedicated account manager who provides regular updates in plain language, not ticket numbers. The Benchmade team cited communication quality as a standout across a 3+ year engagement. That standard applies across every Magento support client.

Our Work

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Well-known American knife manufacturer

Benchmade

For more than three decades, Benchmade has been known for producing high-quality knives for everyday carry, hunting, rescue, and outdoor use. Launched on Magento Commerce Cloud in 2018, the brand partnered with Shero to tap into the surge in outdoor consumer demand and scale their online presence.

Benchmade
Provide solutions for industrial safety protection

Justrite

JustRite Safety Group is a leading manufacturer of workplace safety products with roots going back to 1906. The brand partnered with Shero to merge four separate Magento stores into a single multi-store megasite, allowing customers to shop across all brands with one shared cart.

Justrite
Musical instruments and audio equipment

Alto Music

A long-standing musical instrument retailer with a loyal customer base, Alto Music partnered with Shero to migrate from Magento 2 to Shopify, preserving their beloved Altobucks loyalty program and delivering a more manageable, cost-effective platform without sacrificing any of the features their customers loved.

Alto Music
Body jewelry and tattoo supplies

Painful Pleasures

Painful Pleasures is a long-standing supplier of body jewelry and tattoo supplies with a catalog of 40,000+ products. The brand partnered with Shero to complete a stalled Magento to Shopify migration and deliver the complex custom features their business depends on.

Painful Pleasures

Most Magento support engagements start with a store audit. We review your current setup and recommend the right plan within one week of the initial call.

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How Shero Magento support works

01

Onboarding: Store Audit and Plan Selection

We review your current Magento setup: version, customisations, installed extensions, performance metrics, security posture, and integration dependencies. We recommend the correct support tier based on your store's complexity and the level of proactive work it requires.

02

Foundation: Stabilisation and Priority Fixes

In the first month, we address any outstanding security patches, resolve known module conflicts, and bring performance baselines to an acceptable level. This phase gives us a clean foundation before the ongoing support cycle begins.

03

Optimisation: Proactive Monitoring and Improvement

On an ongoing basis, we apply version updates, monitor performance and uptime, manage extension compatibility, and proactively address issues before they affect the storefront. Advanced and Enterprise clients receive monthly performance reports and quarterly UX reviews.

04

Scale: Development and Integration Support

As your business changes, your Magento store needs to keep up. Shero handles new feature development, integration updates, and B2B configuration changes as part of the ongoing engagement so that store capability grows with the business.

05

Reporting: Monthly Visibility and Strategic Guidance

Every plan includes monthly reporting covering what was done, what was found, and what is recommended next. Advanced and Enterprise clients receive strategic guidance on platform direction, including honest advice on whether migration to Shopify Plus makes sense for the business.

Frequently asked questions.

Can't find what you're looking for? Reach out to our team.

What our clients say.

We design experiences that make a difference. See what our clients have to say about working with us.

Vienna Beef

"Our experience with Shero Commerce has been exceptional. Their expertise in migrating our website to BigCommerce resulted in a significant improvement in our checkout process and overall user experience."

Reid Schwartz

eCommerce Manager - Vienna Beef / Vienna Beef

CAS Corporation

"Working with Shero has been an absolute pleasure. Shero has been able to simplify the process for us so that we can focus on the important tasks. Their team is knowledgeable, friendly, and easy to work with."

Tom McNally

GM - CAS Corporation / CAS Corporation

Benchmade Knife Co.

"I wanted to thank you all for a very successful launch. Our accounting and sales teams are thrilled to have this functionality working, and our customers are taking full advantage of these enhancements. We appreciate the partnership."

Bren Rafaelly

Head of Digital Transformation - Benchmade Knife Co. / Benchmade Knife Co.

Justrite Safety Group

"The collaboration between us and Shero Commerce on the JustRite multi-store site went beyond what we had hoped for. Their dedication to understanding our unique requirements has greatly enhanced our online presence."

Douglas J. Stang

VP, E-commerce - Justrite Safety Group / Justrite Safety Group

And you?

Let's build something great together.

Ready to scale your ecommerce business? Tell us about your project and we'll get back to you within 24 hours.

Email
[email protected]
Locations
New York • London • Helsinki • Tirana