4.9
Shopify Support and Maintenance Services
Your theme, apps, and integrations are the part Shopify's own support won't touch. We do – with a named team and an SLA on every ticket.
Trusted by 700+ leading brands worldwide
Trusted by 700+ leading brands worldwide
Shopify support from a Shopify Plus Partner
150+
Shopify projects delivered
9,000+
Support tickets resolved
23+
Years in eCommerce
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What Shopify's own support does not cover
Shopify keeps the platform running, and it does that well. Everything you added on top of it runs on your side of the line, and that is where stores break.
Apps break after a platform update
Shopify ships changes on its own schedule. When a checkout extension or a subscription app stops firing, the app vendor and Shopify each point at the other.
Theme edits pile up untracked
Every promo tweak and quick fix lands in the same Liquid files. Two years in, nobody knows which change is safe to remove and which one holds the PDP together.
Peak season finds every weak point
Traffic spikes expose what a quiet Tuesday hides. The fix has to land the same day, and the person doing it needs to already know your store.
What Shopify support and maintenance covers
Every retainer runs against an agreed scope and a monthly report you can hand to your board. What sits inside that scope depends on how much of your store you want off your own plate.
Theme and Liquid maintenance
Section edits, template fixes, and Online Store 2.0 upgrades applied on a staging copy first, so a failed release never reaches your storefront.
App stack management
We audit what each app costs you in speed and money, remove what nothing depends on, and own the vendor conversation when one of them breaks.
Integration monitoring
Order, stock, and customer sync with your ERP, PIM, or CRM watched daily, so a failure surfaces before your warehouse does. See our Shopify integrations.
Security and access control
Staff permissions, app scopes, and third-party script reviews, plus the checks your PCI DSS and GDPR obligations depend on when you take card payments.
Speed and Core Web Vitals
Field data watched every month, so a regression surfaces before it costs you rankings. Deeper work runs as a Shopify speed optimization project.
Roadmap and growth work
Once the queue is quiet, the same team ships what you actually planned: new templates, B2B rules, market expansion, and the tests behind them.
See what your store actually needs
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Your store gets the same team every month
Every request lands in scandiweb Service Cloud with a priority and an SLA attached, so nothing waits in a shared inbox to be noticed. The same developers, analysts, and PMs stay on your store month to month, which is why a fix takes an hour instead of a day spent relearning your setup. Emergency cover runs 24/7 for the issues that stop orders.
Running more than one platform? See our eCommerce support services.
How Shopify support starts and runs
Most stores come to us mid-problem, not at the start of a clean quarter. The first two weeks are about getting the backlog visible and the urgent things off your plate, before anyone talks about a roadmap.
Store and stack review
We read your theme code, list every installed app, and map the integrations. You get a written picture of what is fragile, what is unused, and what is already costing you money.
Scope and SLA agreement
Response times, priority levels, and monthly hours go in writing before work starts. You approve the band you want, and it scales up or down with a month's notice.
Access and handover
Staff accounts, repository access, and staging environments get set up on our side. Your previous agency's work is documented so nothing depends on a person who left.
Backlog clearance
The first sprints go to the queue you have been carrying: broken app flows, theme bugs, and the fixes that never made it past a Slack thread.
Ongoing work and reporting
Weekly delivery against your priorities, monthly health checks against 50+ KPIs, and a quarterly session where the roadmap gets reset against your goals.
Not sure what your Shopify store needs? We'll map it for you.
Whether you are between agencies, carrying a backlog, or just tired of chasing app vendors, start with a look at the store.
What our clients say
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Why stores stay with us after the fix
Shopify Plus Partner since 2016
We have been building on Shopify for a decade, long enough to have inherited every kind of store, including the ones three agencies had already touched.
We build our own Shopify theme
Satoshi is a scandiweb-built theme running on Shopify and Hyvä. The people maintaining your theme are the same people who write theme code from scratch.
Specialists, not a shared helpdesk
Your queue is worked by developers, analysts, CRO and SEO specialists on one team, so a conversion problem does not get closed as a ticket about a button.
Certified and audited
ISO 9001, ISO 27001, and ISO 27017 certified, and PCI DSS compliant, which is what a procurement or security review will ask you for.
Handover is documented, not tribal
Every change is recorded and every environment is reproducible, so switching people, or switching away from us, never costs you the knowledge.
23+ years and 95 NPS
scandiweb has run eCommerce stores since 2003, across 700+ clients and $4 billion in annual processed revenue, at a 95 NPS across those clients.
Frequently asked questions about Shopify support
What do Shopify support and maintenance services include?
Ongoing work on a live store: theme and Liquid fixes, app stack management, integration monitoring, security and access reviews, Core Web Vitals tracking, and the roadmap work you never get to. Scope is agreed per retainer, so you are not paying for coverage you do not need.
How much does Shopify maintenance cost?
It depends on how much of the store you hand over. Retainers are banded by monthly hours, with a pay-as-you-go option for stores with an uneven queue. We quote after reviewing the theme and the app stack, because a store with 30 apps and four years of edits is not the same job as a clean build.
Can you take over a store another agency built?
Most of the stores we support were built by someone else. The first two weeks are a full review of what you inherited, so the handover never depends on the previous team answering their email. You see the whole picture before anything is agreed, including the parts nobody documented.
How is this different from Shopify's own support?
Shopify supports Shopify. Their team keeps the platform up and answers admin questions, but they do not debug your theme code, fix a third-party app, or own an ERP sync that stopped overnight. That work sits with you or with an agency. This is that agency.
How fast do you respond when the store is down?
Every ticket lands in scandiweb Service Cloud with a priority and an SLA attached. Critical issues that stop orders are worked immediately, 24/7. Your exact response times are agreed before the retainer starts, so the number is a commitment rather than an aspiration.
Do you support Shopify Plus and B2B stores?
Yes. We are a Shopify Plus Partner and have worked on Plus since 2016, including B2B setups with company profiles, custom catalogs, quantity rules, and draft checkout. Multi-market stores with separate currencies, tax rules, and languages are covered under the same retainer.
Get a free Shopify store health check
Tell us where your store hurts and we will take a proper look before quoting anything. You get back a written list of what is broken, what it is costing you, and what we would fix first.
Book a call straight away or email us at: [email protected]
More on Shopify
Guides our support team points clients to.
Related services
Looking for ongoing Shopify support? Let's talk it through.
Tell us what your store needs. A Shopify specialist will explain how support works and what it would cost.
