Shopify support and retainers for Australian stores

Support plans are simple. You pay a fixed monthly fee for a set number of hours and a defined level of service. You can change plan or stop at any month's end. We do not lock you into a contract, because a plan should keep earning its place.

Care is for stores that are working and need a safety net. Growth is for stores that want to sell more each month. Partner is for brands that would otherwise hire a full-time ecommerce manager and want a team instead. The right plan depends on how much change your store needs, not on its size.

Most requests are small: a banner for a sale, a new collection layout, a discount that does not apply, a shipping rate that is wrong, a product that will not sync. Our job is to handle them quickly and leave the store tidier than we found it.

• Theme and content changes, from adding a section to rebuilding a template
• Bug fixes, including broken forms, cart issues and checkout problems
• App updates and compatibility checks before you hit update
• Adding or removing apps, with cleanup of leftover code
• Shipping, tax and payment setting changes as rules change
• Speed monitoring, with fixes when apps or images slow pages
• Training for new team members

We also keep an eye on things you may not notice. Expired payment methods on apps, redirects that point nowhere, and a shipping rate that has stopped matching Australia Post pricing can all cost sales quietly. Monitoring on every plan helps us catch these.

1. Step 1

   Step 1: Onboarding

   We review the store, theme, apps and access, and record anything fragile. If we did not build it, we flag cleanup before it becomes expensive.

2. Step 2

   Step 2: Request channel

   You send requests by email. We confirm scope and the estimated time before starting anything large.

3. Step 3

   Step 3: Fix and report

   Changes are tested on a duplicate theme before going live. You get a note of what changed and how long it took.

4. Step 4

   Step 4: Review

   Each month you see hours used and what we recommend next. Growth and Partner plans include a report on sales and conversion work.

5. Step 5

   Step 5: Plan ahead

   Before sale periods, we check capacity, speed and stock sync, and prepare banners and email so launch day is calm.

A retainer is not an emergency service. Care replies within one business day, so if your store is down at 9pm on a Friday, you need a different arrangement. We agree urgent contact procedures for larger clients on Partner. Hours also cap what we do each month, and big projects are scoped separately instead of eating the retainer.

If you only need a few changes a year, a retainer may not pay off and you can buy hours as needed. If you sell heavily on sale days, or run a growing store, a plan usually costs less than ad hoc emergency fixes. Compare options on our pricing page, and for improvements that raise sales see Shopify SEO and conversion rate optimisation.

We support stores we did not build. We begin with a short audit, so you know the condition of the theme and apps before committing to a plan.