What does Shopify support and maintenance include?

Our Shopify maintenance service covers bug fixes and error resolution, theme updates and compatibility checks, app installation and configuration, page speed optimisation, security monitoring, content updates, SEO maintenance, payment gateway troubleshooting, and monthly performance reporting. The exact scope depends on your plan — Starter (20 hrs), Professional (40 hrs), Scale (80 hrs), or Enterprise (160 hrs).

How quickly do you respond to urgent Shopify issues?

Response times scale with your plan. Enterprise (160 hrs) receives a 2-hour critical response. Scale (80 hrs) receives a 4-hour critical response. Professional (40 hrs) receives a 12-hour critical response. Starter (20 hrs) receives a 24-hour critical response. All issues that prevent customers from completing a purchase are treated as Priority 1 regardless of plan.

Do I really need a maintenance plan if I am already on Shopify?

Shopify manages your hosting and platform security, but your theme, apps, and customisations still need ongoing attention. App updates can break theme functionality. A new Shopify update can conflict with custom code. Page speed degrades over time as apps are added. Without regular maintenance, small issues compound into bigger ones that hurt conversion rates and revenue.

What is the difference between your support plans?

All four plans include the full feature set — bug fixes, speed optimisation, SEO checks, app management, CRO recommendations, dedicated account manager, and all communication channels. The only differences are the number of monthly support hours (20 / 40 / 80 / 160) and response times. More hours means more proactive work completed each month rather than just reactive fixes.

Can unused support hours roll over to the next month?

No — hours do not roll over. Each month starts fresh with your full allocation. This keeps billing and workload planning clean and predictable. If you consistently have unused hours, it may be a sign you can downgrade to a smaller plan. If you regularly run over, upgrading ensures more proactive work gets done.

What if I need a bigger change or new feature that exceeds my hours?

Any work that exceeds your monthly hours is quoted and approved separately before we proceed. We will never exceed your plan hours without written approval. Larger new features, redesigns, or new page builds are scoped as separate fixed-price projects, keeping your maintenance retainer clean and predictable.

Best Shopify Support and Maintenance Services

Shopify Support · Monthly Retainer Plans

Shopify Support and Maintenance Services That Keep You Running & Growing

Your store shouldn’t slow you down. Our Shopify Support and Maintenance Services ensure your store stays fast, secure, and continuously optimised - without needing an in-house developer.

From bug fixes and speed improvements to app management and ongoing updates, we handle everything so you can focus on growth.

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4 flexible monthly plans

2hr critical response on Enterprise

No lock-in contracts

Response Times by Plan

Starter — 20 hrs/month 24 hrs

Professional — 40 hrs/month 12 hrs

Scale — 80 hrs/month 4 hrs

Enterprise — 160 hrs/month 2 hrs

All plans include

Dedicated Shopify developer assigned

Monthly hours report & activity log

No-lock-in — cancel any month

The Problem & The Fix

Running a Shopify Store Without Ongoing Support? Here’s the Risk

Without reliable Shopify Support and Maintenance Services, small issues turn into revenue loss - especially during high-traffic moments.

Without a Maintenance Plan

Common problems store owners face:

Common pain points

Theme updates break layouts or product pages

App conflicts disrupt checkout or mobile UX

Site speed drops as more apps are installed

Payment/webhook failures delay order confirmations

Campaign banners or sections fail before launch

No immediate support when something breaks

SEO data gets overwritten during updates

With Our Shopify Support Plan

What changes with expert Shopify Support and Maintenance Services:

What changes

Dedicated Shopify expert who knows your store

Safe staging testing before any updates go live

Ongoing speed optimisation (Core Web Vitals maintained)

Payment & webhook monitoring to prevent failures

Pre-sale QA checklist for campaigns & promotions

Fast response times - issues resolved before impact

Monthly reports with improvements & next steps

Support Plans

Choose the Right Level of Support

All plans run month-to-month — no long-term contract. Scale up or down any month based on what your store needs.

Starter

Custom / month

20 hrs/month · 24-hr critical response · No rollover

Bug fixes & error resolution

Theme & content updates

App install, config & update testing

Page speed audit & fixes

SEO health check

CRO recommendations

Payment & checkout monitoring

Dedicated account manager

Monthly strategy call

Email + WhatsApp + phone support

Monthly activity & hours report

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Everything Covered — Plan by Plan

A full feature breakdown so you can choose the right plan for your store size and team.

Feature	Starter	Professional	Scale	Enterprise
Response & Hours
Monthly support hours	20 hrs	40 hrs	80 hrs	160 hrs
Standard response time	48 hrs	24 hrs	8 hrs	4 hrs
Critical issue response (checkout down)	24 hrs	12 hrs	4 hrs	2 hrs
Hour rollover
Bug Fixes & Updates
Bug fixes & error resolution
Theme & content updates
App installation & configuration
App update testing (staging first)
Performance & SEO
Monthly page speed audit
Core Web Vitals monitoring
SEO health check (meta, schema, redirects)
CRO recommendations
Monitoring & Reporting
Monthly activity & hours report
Payment & checkout monitoring
Monthly strategy call
Dedicated account manager
Communication
Email support
WhatsApp support
Priority phone support

Why It Matters

Why Your Shopify Store Needs Ongoing Maintenance

Shopify handles hosting - but your theme, apps, and customisations need continuous care. With the right Shopify Support and Maintenance Services, your store stays fast, stable, and conversion-ready.

App Conflicts Break Stores

App updates can cause unexpected conflicts, breaking layouts or checkout flows if not tested properly.

Speed Drops Over Time

As apps and scripts increase, load time slows down - impacting Core Web Vitals and conversions.

Payment Issues = Lost Revenue

Gateway errors, webhook failures, or COD issues can silently block orders and reduce sales.

SEO Declines Without Maintenance

Theme or app updates can overwrite metadata and create duplicate URLs - hurting rankings over time.

Sale Events Need Preparation

Major campaigns require pre-launch checks - inventory, coupons, banners, and checkout must work flawlessly.

Small Issues Become Big Problems

Minor bugs in UX, shipping, or product data compound over time - reducing trust and repeat purchases.

How It Works

Get Shopify Support Started in Under 48 Hours

Our Shopify Support and Maintenance Services are designed for quick onboarding - so you start getting value almost immediately.

Choose Your Plan

Select a plan based on your monthly needs - Starter, Professional, Scale, or Enterprise. Same services, different hours and response times.

Store Audit & Setup

We audit your store - apps, theme, speed, SEO, and payments - before starting. You receive a clear summary of issues and priorities.

Ongoing Support Begins

Submit tasks via WhatsApp or email. We prioritise, execute within your allocated hours, and keep you updated - nothing goes live without approval.

Monthly Report & Review

Get a detailed report covering work done, performance improvements, and next steps - plus a review call to align on growth.

Who It’s For

The Right Shopify Support Plan for Every Growth Stage

Our Shopify Support and Maintenance Services are designed to match your store’s scale - whether you’ve just launched or are handling high-volume operations.

New Shopify Stores

Just launched and need reliable support for early-stage issues without hiring a full-time developer.

Recommended: Starter (20 hrs)

Growing D2C Brands

Scaling campaigns and traffic? You need proactive optimisation - not just fixes when things break.

Recommended: Professional (40 hrs)

High-Volume & Shopify Plus

High order volumes mean downtime is costly. Requires faster response, monitoring, and expert handling.

Recommended: Scale (80 hrs)

Multi-Brand & Large Teams

Managing multiple stores or complex setups? Get a dedicated Shopify partner for ongoing development and strategy.

Recommended: Enterprise (160 hrs)

Why Cognito IT

Your Shopify Store, Managed by Experts — Every Month

Our Shopify Support and Maintenance Services go beyond fixing issues. We proactively monitor, optimise, and maintain your store so it performs at its best - every single day.

Shopify-Only DevelopersWork with specialists who focus exclusively on Shopify - Liquid, themes, apps, and Shopify Plus. No generalists, no learning on your store.

Proactive, Not ReactiveWe don’t wait for problems. Regular speed audits, SEO checks, and app reviews keep your store optimised before issues impact revenue.

Transparent ReportingTrack exactly how your hours are used. Every task is logged, time-stamped, and reported - no hidden work or vague billing.

No Lock-In ContractsFlexible monthly plans - cancel anytime. We retain clients by delivering consistent value, not by locking them in.

100+

Shopify stores actively maintained

2 hr

Critical response (Enterprise)

Lock-in contracts

Plans to choose from

48hr

Free audit delivery

“We were on the Professional plan for 6 months before our Diwali sale. Cognito IT ran a full pre-sale check two days before, found a COD bug on mobile, fixed it the same day. That one fix alone saved the sale.”

— D2C Homeware Brand, Pune

FAQ

Common Questions About Shopify Support & Maintenance

Shopify Support and Maintenance Services include ongoing bug fixes, speed optimisation, app management, SEO checks, and continuous improvements to keep your store running smoothly.

It covers bug fixes, theme updates, app setup & testing, speed optimisation, SEO health checks, payment monitoring, and monthly reporting.

Response time depends on the plan - ranging from 24 hours (Starter) to as fast as 2 hours for critical issues on Enterprise plans.

Yes, Shopify manages hosting, but your theme, apps, and integrations require regular updates, monitoring, and optimisation.

No, support hours are allocated monthly and do not roll over - they are designed for consistent ongoing improvements.

Additional work can be scoped separately, or you can upgrade your plan based on your store’s requirements.

We provide proactive support - monthly audits, speed checks, SEO monitoring, and app reviews to prevent issues before they occur.

Yes, we troubleshoot and fix app conflicts, checkout bugs, and integration issues to ensure smooth store performance.

No, all plans are monthly with no lock-in - you can upgrade, downgrade, or cancel anytime.

You receive a monthly report with tasks completed, hours used, performance improvements, and recommendations for next steps.

Get Started Today

Your Shopify Store Deserves Expert Support Every Month.

Start with a free store health check. We audit your speed, apps, SEO, and payments — and recommend the right plan. Delivered in 48 hours, no obligation.

Follow Cognito IT Consultancy on Facebook and Instagram for simple Shopify tips, real results, and easy ways to grow your online store.

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