Shopify Support and Maintenance Services

Looking for Shopify support and maintenance services for your store? We keep your Shopify or Shopify Plus store up to date with theme and app updates, bug fixes, speed improvements, integration upkeep and small new features.

Book a Discovery Call Our Work

16+

Years in business

500+

Projects Delivered

65+

Team Members

98%

Client Retention

40%

Lower maintenance and operating costs for Alto Music

After the move from Magento to Shopify, Alto Music's maintenance and operating costs are 40% lower. We look after the store on a monthly retainer. Read the Alto Music story.

1 hour

Our reply time when your store is down

When your store is down or customers cannot check out, we reply within 1 hour and aim to fix the problem within 4 hours. Helpdesk and retainer clients get this during business hours.

2 to 4 weeks

Hypercare after go-live on stores we develop

If we developed or migrated your store, we fix launch issues in the weeks after go-live, and how long depends on the size of the project. Your support plan starts after that.

No minimum

Monthly commitment on our Helpdesk plan

Helpdesk support has no monthly minimum, and any number of people on your team can use the support portal.

"Working with Shero was professional, efficient, and inspiring."

Shaun Carman, eCommerce Manager, Memphis Drum Shop

What Shopify support and maintenance services include

Support and maintenance covers the fixes, updates and small new features a live Shopify store needs every week. Your team logs each request as a ticket in our support portal, sets its priority, and anyone on your side can follow its status. For quick questions, you can have a shared Slack channel with your dedicated team, where you talk directly to the developers working on your store. Your account manager looks after your priorities and is not billed to you.

Bug fixes and app conflict fixes
Theme and section changes
App installs, replacements and cleanups
Maintenance of ERP, POS and app integrations
New features, templates and custom app updates
Checks and updates when Shopify retires an API or feature
SEO, paid ads, CRO and email marketing when you want to grow sales

Compared on	Shopify support agency	Shopify Support	A freelancer on call	An in-house developer
App conflicts after an update	We trace which app or theme change broke it, then fix it	Points you to the app developer for app issues	Fixes what they can find	Fast, if they did the setup
Custom theme code	Changes are tested before they go live	Helps with the platform but not with your custom code	Depends on who wrote the code	Covered, when they have the time
Cost over a year	Depends on how many hours your store needs each month	Included in your Shopify plan	Hours add up with each request	Same salary in busy and quiet months
When your developer leaves	The same core team keeps working on your store	Not affected, because it only covers the platform	You have to find and onboard someone new	Their knowledge leaves with them
How you pay	A proposal, then support on a monthly retainer.	Included in your Shopify plan	Hourly, billed as you go	Salary and benefits

Shopify support agency

App conflicts after an update We trace which app or theme change broke it, then fix it

Custom theme code Changes are tested before they go live

Cost over a year Depends on how many hours your store needs each month

When your developer leaves The same core team keeps working on your store

How you pay A proposal, then support on a monthly retainer.

Compared with

Shopify Support

App conflicts after an update Points you to the app developer for app issues

Custom theme code Helps with the platform but not with your custom code

Cost over a year Included in your Shopify plan

When your developer leaves Not affected, because it only covers the platform

How you pay Included in your Shopify plan

A freelancer on call

App conflicts after an update Fixes what they can find

Custom theme code Depends on who wrote the code

Cost over a year Hours add up with each request

When your developer leaves You have to find and onboard someone new

How you pay Hourly, billed as you go

An in-house developer

App conflicts after an update Fast, if they did the setup

Custom theme code Covered, when they have the time

Cost over a year Same salary in busy and quiet months

When your developer leaves Their knowledge leaves with them

How you pay Salary and benefits

01

The same core team supports your store after go-live

If we set up or migrated your store, the same core team keeps working on it after go-live, and our tech leads handle your bug reports.

02

Support for sporting goods and music stores

We support Shopify stores in sporting goods and music. For STX we updated search and filters and applied a security update on the retainer, and for Memphis Drum Shop we maintain a custom app that shows related SKUs on one product page.

03

US and UK teams on your hours

US clients work with our US team on US hours, and UK clients with our UK team. Our developers join your calls, whether they are based in the US, the UK, Albania or Finland.

04

A project manager and a time log on every ticket

Helpdesk support includes a project manager, and we log the time on every ticket.

05

You approve changes before they go live

We make theme changes on an unpublished copy of your live theme and send you a preview link. Nothing goes live until you sign off.

06

Native Shopify before custom code

We start with native Shopify features, then an app, and write custom code only when neither does the job. That keeps maintenance costs down and makes the store easier for any developer to work on.

Digital products

Ordergroovedigital memberships with free trials and plan changes, connected through custom middleware

Stripesubscriptions and saved cards moved off Stripe at go-live

Shift WorshipShopify

Entertainment

Custom appcredit based checkout rebuilt in a custom Shopify app

+40%faster page loads than legacy Magento

Regal CinemasShopify

Read the case study

Backup camera systems

+32%Google clicks in the 12 weeks after the move from Magento

+65%Google impressions, same 12 weeks vs the 12 before

Camera SourceShopify

Read the case study

Premium Chocolates

Sarris Candies

Sarris Candies is a family-owned Pennsylvania chocolate maker known for personalized chocolate bars, custom cakes, and gift assortments. Having outgrown its custom .NET platform, the brand moved to Shopify Plus with Shero for a mobile-first storefront, custom personalization, and ordering options for gift buyers and bulk purchasers. With every high-traffic page manually redirected, organic search recovered and grew past pre-migration levels, with Core Web Vitals in the green from launch.

Sarris Candies

Leadership Education

CCL - Center for Creative Leadership

Shero moved the Center for Creative Leadership, a global nonprofit, from iApps to Magento 2. We integrated Microsoft Dynamics 365 and VitalSource, set up international selling, and improved the store and checkout on every device.

CCL - Center for Creative Leadership

Drums and Percussion

Memphis Drum Shop

Memphis Drum Shop sells drums, cymbals, and percussion instruments. To cut costs and modernize their platform, they moved from Magento to Shopify with Shero, with a CounterPoint ERP integration through iPaaS and 3 custom browsing features. Average session duration rose 22% after launch.

Memphis Drum Shop

Premium Knives

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 expand online amid rising outdoor consumer demand. Since then, they have seen: +100% revenue growth, +68% transaction growth after relaunch, and a +20% increase in average order value.

Benchmade

Built to load fast and stay fast

Every build goes live with the speed and code standards that keep the store fast after launch.

Core Web Vitals
Templates built and tested to pass on mobile.
Fewer apps
Features built into the theme when an app would slow the store.
Clean code
Online Store 2.0 sections your team can edit without a developer.
QA
Every release tested on desktop, mobile and checkout.

Need ongoing Shopify support and maintenance?

Let's talk about your store.

Talk about my store

01

First call
We go over your store, the work you need help with and roughly how many hours a month that takes.
02

Proposal
You get a proposal with the plan that fits your store and what it costs. You sign it before any work starts.
03

Onboarding review
For a store another team created, a Solutions Architect reviews your admin and storefront, logs any small bugs, and goes over access, escalation contacts, checkout and orders with you.
04

Portal access and approvals
We set up your support portal and show your team how to use it. Each request gets a short write-up of the work, and you approve it before we start.
05

Regular meetings
We agree how often we meet, for example weekly in the first months and every two weeks after that, to go over what we fixed and what comes next.

Frequently asked questions.

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

01

How much do Shopify support and maintenance services cost?

02

Is your Shopify support available around the clock?

03

Can you support a Shopify store another agency set up?

04

Can our in-house developers work alongside your Shopify support team?

05

What happens on the first call about Shopify support, and what should we bring?

06

What happens after the first call about a Shopify support plan?

What our clients say.

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

Benchmade Knife Co.

"I wanted to take a moment to thank you all for a very successful launch! I know there was a lot of great work put in by everyone to make this happen. Our accounting and sales teams are thrilled to have this functionality working, and that means our customers are also taking full advantage of these enhancements. We appreciate the partnership in the development and testing, and are looking forward to more enhancements in the future."

Bren Rafaelly

Head of Digital Transformation / Benchmade Knife Co.

STX

"Since partnering with Shero Commerce, our eCommerce revenue has grown by 200%. Their 24/7 support and innovative solutions have been game-changers for our business."

James McKenna

Senior Commerce & CX Manager / STX

Memphis Drum Shop

"Working with the Shero team was professional, efficient, and inspiring. The Shero development team was extremely competent and provided solid solutions for our needs, as well as addressing any bugs or issues that arose during the process. Working with Shero exclusively through video technology was a new concept for our team that forced us to embrace modern methods of communication that will likely benefit our future relationships and business endeavors."

Shaun Carman

eCommerce Manager / Memphis Drum Shop

Swag Golf

"We partnered with Shero for the SWAG site development. The dev was highly nuanced, specialized and complex. The Shero team went above and beyond. They were collaborative, organized and professional, consistently setting expectations clearly and usually exceeding them."

Matt Kaminsky

Co-founder & Managing Director / Swag Golf

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

Shopify Support and Maintenance Services

What Shopify support and maintenance services include