A store is not finished at launch. We take on maintenance, incident fixing and ongoing development - with a named contact and a backlog you can actually see.
- Since 2019
- 150+ Migrations and Relaunches
- Official Shopify Plus Partner
What does a support agreement cover?
Incidents and fixes
Broken templates, failed orders, display faults after an app update. We isolate whether the theme, an app, an integration or Shopify itself is the cause, and fix what is ours to fix.
Maintenance and updates
Keeping app updates, API versions, sunsetting features and security topics in view. We tell you what is coming instead of letting a deprecation surprise you on a Friday evening.
Ongoing development
Small extensions, new sections, campaign building blocks, seasonal adjustments. It all runs through the same backlog as incidents, so the urgent does not permanently crowd out the important.
How fast do we respond - and what does that depend on?
Impact before order of arrival
Whatever blocks selling comes first. A broken checkout step beats any planned section. We agree that prioritisation together before the first incident happens.
Availability during business hours
The agreed frame is working days. Anything beyond that - standby around Black Friday, for example - is agreed separately rather than quietly assumed.
Isolate first
A large share of reported faults does not come from the theme but from apps, integrations or platform changes. Isolating properly saves more time than fast guessing.
No numbers we cannot keep
We do not publish blanket response times in hours without knowing your store. What gets committed goes into the contract - based on scope, criticality and how reachable your own team is.
Retainer: predictable capacity
A fixed monthly allocation for maintenance and development. Sensible when something comes up regularly and you do not want a quote for every small change.
Maintenance without expansion
Operations only: updates, monitoring, incidents. A fit for stores that run steadily and whose development happens in-house or in separate projects.
Project instead of contract
Larger undertakings - a relaunch, a new market, an integration - run as their own project with their own budget. Hiding them inside a retainer only means both suffer.
Handover to your team
If you are building internally, that is not a loss. We document theme structure, integrations and processes so your team can take over - and stay reachable as a fallback.
How do we take a store into support?
Takeover audit
We record theme, apps, integrations, open work and known faults. For a store we did not build, this is the single most important step.
Access and environments
Clarifying roles in the Shopify admin, setting up development and preview themes, connecting theme code to a repository. Changes need to be traceable and reversible.
Backlog and priorities
Everything open goes into one list with priority and effort. That makes visible what is maintenance and what is actually a project.
Reporting channels
Who reports what, where and with which details. A fault report with order number, browser and screenshot can save half a day.
Running operations
Fixing incidents, applying updates, working the backlog. Anything larger is agreed up front instead of invoiced afterwards.
Regular review
A fixed rhythm through backlog, upcoming platform changes and key figures. That is where the next period's priorities get decided.
What typically breaks on a Shopify store?
App updates
An app changes its snippet or script injection - and the product page shifts or your tracking goes quiet.
Sunsetting API versions
Shopify ships new API versions regularly and retires old ones after a transition period. Custom apps and middleware have to follow.
Theme edits in the editor
Changes made directly on the live theme are hard to trace. That is why we work through preview themes and version control.
Integrations failing quietly
ERP or PIM syncs rarely fail loudly. They just stop, and three days later inventory no longer adds up.
Is taking over operations right for your store?
Then a fixed operating setup is the right step
The store earns but has nobody
The agency that built it has moved on and there is no Shopify developer in the team. There is no one to call on the day something jams.
Nobody knows the theme any more
Changing suppliers worked directly in the live theme for years. Every change now starts with guesswork instead of reading up.
Revenue depends on integrations
ERP sync, carriers and payment methods interlock. When one link fails quietly, right now nobody notices in time.
Small things keep piling up
Every section is requested, quoted and scheduled on its own. More time ends up in coordination than in the actual work.
Then a maintenance contract is the wrong start
The theme is being replaced anyway
If the rebuild is already set, maintaining the old base is wasted effort. Operations are worth settling after go-live.
To Shopify developmentThe store still runs elsewhere
As long as you sell through Magento, Shopware or WooCommerce, Shopify operations are not the question. The move comes first.
To the migration auditThe direction is still open
If it is unclear whether the store stays, grows or gets replaced, a backlog decides small things while the big question waits.
To Shopify consultingBrands with €950M+ GMV trust NICCOS
Frequently asked questions about Shopify support and maintenance
Do you take on stores you did not build?
Yes, that is the normal case. A takeover starts with an audit of theme, apps and integrations. Only then do we commit - because a store with twenty overlapping apps and unreviewed customisations is a very different effort from a cleanly structured theme.
Do you publish fixed response times?
Only in the contract and only after the audit. Blanket hourly promises on a website are worth little because they ignore criticality, how reachable your team is and where the cause sits. What we commit to depends on your setup and the hours in which your store really earns.
What happens if the cause sits with an app or with Shopify?
We isolate it, document the case and take over the communication with the app vendor or Shopify support. We cannot fix things inside their code. Where it pays off we build a workaround or replace the app - which is then a decision about cost, not about technology.
How do support and further development fit together?
Both run through the same backlog but with separate priority. Otherwise one of two things happens regularly: incidents eat the whole development budget, or planned features push urgent faults aside. Larger undertakings we take out of the retainer and plan as their own project.
Can we keep working internally and bring you in selectively?
Yes. Then it is mostly about clean handovers: documented theme structure, traceable integrations, version control for theme code and clear ownership. In such setups we often act as a second line for topics that come up rarely in-house - migrations, performance, checkout.
What should we have ready before getting in touch?
Access to the Shopify admin, or at least the list of installed apps, the theme in use and where it came from, existing integrations and the faults you currently know about. That is enough to size a takeover honestly instead of guessing at it.
Who looks after your store when something jams?
We review your theme, apps and integrations and tell you which operating model fits your store.
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