We don't disappear after launch.
Shopify ships changes constantly. Support retainers keep your store current, monitored and fixed fast when something breaks.
Essential
From $950per month
Keeps a healthy store healthy. Ideal once a build has settled.
- 8 hours of engineering time
- Next-business-day response
- Security and API deprecation monitoring
- Monthly performance report
- Email support
Growth
From $2,400per month
For teams shipping continuously — a roadmap that keeps moving.
- 24 hours of engineering time
- Four-hour response, business hours
- Shared Slack channel
- Quarterly roadmap planning
- Proactive Core Web Vitals monitoring
- Priority on new feature work
Enterprise
Customannual agreement
Plus and multi-store organisations with uptime obligations.
- Reserved engineering capacity
- One-hour critical response, 24/7
- Named technical lead
- Staging and release management
- On-call escalation path
- Custom SLA and security review
What each severity actually means
Severity is set by impact on the store, not by who shouts loudest.
| Severity | Example | Essential | Growth | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Checkout down, store offline, data loss | 8 business hours | 2 hours | 1 hour, 24/7 |
| P2 — High | Key feature broken, sync failing | Next business day | 4 business hours | 2 hours |
| P3 — Normal | Visual bug, non-blocking defect | 3 business days | 1 business day | 4 business hours |
| P4 — Scheduled | Enhancements, new feature work | Next sprint | Next sprint | Planned in roadmap |
What a retainer covers
Included in every retainer
- Bug fixes across theme, app and extension code
- Shopify API version upgrades before deprecation
- Third-party app conflict investigation
- Performance regression monitoring
- Small feature work and content model changes
- Peak-season readiness checks
- Security patching of dependencies
- Incident response and root-cause write-ups
Quoted separately
- —Full redesigns or replatforming projects
- —Marketing, paid media and content production
- —Third-party app subscription costs
- —Work on stores we've never audited (audit first)
Three ways to reach an engineer
Shared Slack channel
Growth and Enterprise plans get a channel with the engineers on your account.
Support inbox
Every ticket is triaged by an engineer, not a first-line agent.
Emergency escalation
A monitored escalation path for P1 incidents outside business hours.
Support questions
One month, up to half your monthly allocation. We'd rather you use the time than bank it indefinitely.
Yes, after a paid audit. We need to understand the code before we can promise response times on it.
Anything blocking revenue — checkout failures, the storefront being down, or order data not reaching your systems. Those are P1 regardless of plan.
Three months on Essential and Growth, annual on Enterprise. Cancel with 30 days' notice after the minimum.