Our On-Demand Shopify Store Support Service delivers fast, reliable technical support, proactive maintenance, and timely updates for Shopify stores of all sizes. From urgent requests to fix Shopify website issues to optimizing speed, security, and integrations, we provide Shopify emergency support when needed and ensure your store runs flawlessly so you can focus on growing your business.
Retained access to senior Shopify Plus developers — for bug fixes, feature delivery, performance work, integration updates, and proactive maintenance after launch. We work the way your internal team needs us to: tickets in Linear or Jira, scheduled standups, monthly reports.
Bug fixes within agreed SLA, feature delivery off a shared backlog, performance work on Core Web Vitals and Lighthouse, integration updates when Shopify or third-party APIs change, theme maintenance through Shopify version bumps, and security hardening on admin access and app permissions. Plus a monthly report showing what shipped, what we learned, and what's queued.
Get an Hours Plan
We watch uptime, Lighthouse, Core Web Vitals, broken redirects, app errors, and Shopify API deprecations. Critical issues hit an on-call channel. Hours go to features and improvements, not firefighting — proactive maintenance also frees your team to focus on growth instead of bugs.
Shopify keeps automatic backups; we layer on theme version control and database snapshots so rollback is fast if a release breaks something.
Get Retained SupportThe tools, channels, and methods we use to keep Shopify and Shopify Plus stores healthy — transparently and on agreed SLAs.
Direct senior-dev access in your Slack — for rapid reproduction, code-level diagnosis, and same-hour fixes on P1 incidents.
Fixed monthly hours, rolling backlog, flexible scope. Buy capacity, not a fixed task list — predictable cost, real responsiveness.
P1 (store-broken), P2 (revenue-impacting), P3 (annoyance). Triage in the open, on Slack, so your team knows what's next.
Scheduled work: app audits, theme update prep, Shopify API deprecation handling, schema validation, broken redirects.
Uptime + Lighthouse + Core Web Vitals + app error tracking. We catch regressions before customers feel them.
Shopify ships breaking changes. We keep Liquid, sections, and metafields current — without losing your customizations.
An On-Demand Shopify Store Support Service covers six production-grade Shopify support capabilities — from bug fixes and feature delivery to strategic roadmap planning. All on agreed SLAs, with monthly transparency.
Theme bugs, app conflicts, integration breakage, checkout issues — investigated and fixed against the agreed SLA.
Core Web Vitals tuning, asset cleanup, app-stack audits, and ongoing Lighthouse improvements. Speed work that sticks.
New sections, PDP variants, content pages, B2B flows, app integrations — shipped from a shared Linear/Jira backlog by senior Shopify devs. QA in staging before live.
Shopify ships breaking changes on a quarterly cadence. We track API deprecations, theme update prep, app permission changes — and ship migrations before anything breaks.
Klaviyo, Yotpo, Recharge, Shopify Functions, ERP/CRM connectors — kept running, configured, and tested as APIs evolve.
Quarterly strategy reviews: feature backlog, performance roadmap, app rationalization, and PDP/CRO experiments — your store gets a plan, not just bug-firefighting.
No-commitment scoping call · response within 1 business day
How a Mgroup Shopify support retainer compares to hiring a freelancer or staffing a full-time in-house Shopify dev.
| Criterion | Mgroup retainer | Freelancer / in-house |
|---|---|---|
| SLA on P1 issues | 1-hour same-hour response | "When I'm online" · best-effort |
| Seniority guaranteed | Senior devs only · no juniors | Skill varies per hire |
| Coverage when sick / on PTO | Full team backup · always covered | Blocks when freelancer is OOO |
| Cost model | Fixed monthly retainer · predictable | Hourly billing or $120k+/yr salary |
| Onboarding time | 1 week — we've seen 50+ stores | 3–6 months for in-house ramp |
| Shopify Plus expertise | Shopify Plus Partner since 2016 | Generalist freelancer · varying depth |
| Backlog visibility | Linear / Jira · shared with your team | Email threads & lost context |
| Monthly reporting | Hours used, tickets shipped, trends | You chase the invoice |
| Theme-update preparedness | Tracked, prepped, & QA'd before live | Often breaks on next Shopify update |
| Strategic roadmap | Quarterly strategy reviews included | Tactical bug-fixing only |
| Scale-up | Add hours in 24h — flexible monthly | Hire another contractor & train |
| Best for | Scaling brands without full eng team | Stores with their own senior Shopify lead |
Get a free 30-min retainer scoping call — we'll walk through your current support gaps and recommend the right monthly hour package.
Six steps from kickoff to a stable retainer where work ships continuously and you always know where your hours are going.
Store access, app inventory, theme audit, and a short workshop to align on priorities, SLAs, and the ticketing system.
Tickets in Linear, Jira, or Shortcut — bugs, features, performance work — all visible to your team and ours.
Two-week sprint cadence — bugs first, then feature work and performance. Every ticket is QA'd in staging before live.
Uptime, Lighthouse, Core Web Vitals, broken redirects, app errors, Shopify API deprecations — surfaced before customers feel them.
P1 incidents within 1 hour. P2 within 1 business day. Feature work scheduled. Everything tracked in the shared backlog.
Monthly summary: tickets shipped, hours used, Lighthouse trend, open backlog, and the next sprint plan. No surprises at invoice time.
Three transparent retainer tiers. Hours roll over within the month, scale up or down quarterly, no surprises at invoice time.
For brands with light ongoing support needs.
20 hours · 3-month minimum
Start smallFor Shopify Plus brands actively shipping features.
40 hours · rolling backlog
Start the retainerFor Shopify Plus brands needing a dedicated team.
Dedicated team · custom scope
Talk Plus retainerNeed a custom hour package? Share your stack — we'll respond with a scoped retainer within 1 business day.
Each Shopify vertical has its own support patterns — Plus extensibility, subscription stack, B2B flows, enterprise fashion checkout. Our retainers are tuned per brand profile.
Checkout Extensibility, Shopify Functions, multi-store, B2B, Markets — Plus-specific support that keeps high-volume stores running.
Recharge, Bold, Shopify subscriptions — customer portal UX, skip/swap flows, build-a-box config, and recurring-payment edge cases.
Tier pricing logic, quick-reorder UX, PO checkout, NET 30 flows, CSV uploads — Shopify B2B retainer-level work.
Lookbook collections, full-bleed PDPs, variant swatches, size guidance, returns UX — fashion-grade support & high-volume catalog sync.
Spec tables, configurator UX, warranty add-ons, ERP/CRM connectors, & long-tail catalog support — considered-purchase tech brands.
Shopify Markets, currency & tax, hreflang, geo-routing — retainer-grade support for brands serving US/UK/EU/CA/AU in one storefront.
We are an accredited expert Shopify Plus agency partnering with brands to design, build, ship, and support Shopify stores. From founder-led DTC to enterprise Plus — we're a Shopify support team, ready when you are.
Talk to SupportTheme builds and refactors handed off cleanly to ongoing support.
Audits that surface the issues retained support can ship in the first month.
CRO experiments shipped through the retained dev team.
SEO fixes prioritized and shipped through the same backlog.
Custom Shopify app maintenance after launch — Shopify ships breaking changes.
B2B portal maintenance, pricing changes, and new account onboarding.
Yes — Shopify keeps automatic backups and our team layers on theme version control and database snapshots. If an update breaks something, we can roll back the theme, restore content from backup, and verify the store is healthy within hours.
Shopify's core platform is hardened, but stores can still be compromised through weak admin passwords, app permissions, third-party scripts, or social engineering. We harden admin access, audit app permissions, and monitor for suspicious activity.
Ongoing support pays for itself when it catches problems before they hit customers — broken checkout, dead apps, slow PDPs, missing schema. Proactive maintenance also frees your team to focus on growth instead of firefighting.
App conflicts, slow load times, broken Liquid after theme updates, missing or incorrect schema, broken integrations after Shopify API changes, and CRO issues around checkout and PDP.
You buy a block of senior Shopify developer hours per month. We respond to tickets, ship fixes and features, and report monthly on what shipped, what was learned, and what's next.
Both — though we specialize in Shopify Plus. Standard Shopify stores get the same senior engineers, just typically smaller hour packages.
Absolutely. If your store goes down or loses important data, Mgroup’s Shopify site recovery process can help restore your operations quickly. We implement regular backups, version control, and store monitoring so that if something breaks, we’re ready to act.
Our team has helped clients recover product listings, theme files, customer data, and custom features—even after accidental deletions or third-party app conflicts. Don’t let technical setbacks cost you time or sales. We’ll help you get back online faster and stronger than before.