Best-in-class Shopify Support. No Excuses.
Not just a help desk.
Your Shopify forensics team.
We don’t wait for you to call. We hunt down bugs, propose changes, bulletproof your tech stack, and optimize your store before issues surface.
→ Dedicated Team, On Call
No ticket limbo. Direct access to the support team.
→ Proactive Checks
Monitoring speed, app stack, and Shopify's scheduled updates so you don't have to.
→ Transparent SLAs
Know exactly when we’ll respond, resolve, and follow up.
→ Backups & Recovery
We keep your store safe, with automated cloud backups and a recovery plan for emergencies.
Retainer
Support
Plans
Fast, dedicated assistance for your Shopify store, ensuring your needs are met promptly and efficiently.
Priority
Basic / Grow / Advanced
Shopify stores
2 hours of support
- Dev health checks
- Priority bug-fixes
- Monthly performance report
- Performance & SEO baseline tuning
Plus
Shopify Plus
stores
2 hours of support
- Everything in Priority, plus:
- Peak-hour coverage
- 2h emergency SLA
- Custom Flow automations
Enterprise
Shopify Plus / B2B / Multi-market
stores
- Everything in Plus, plus:
- Dedicated Discord server
- Custom error monitoring
- Quarterly business reviews
Hourly
Support
Plans
Ideal for occasional support needs on a first-come, first-served basis.
Standard Hourly
Pay-as-you-go
- First come, first served basis
- * This plan does not include prioritized request handling
20/40-Hour Pack
Save on bulk rates
- Priority Request Handling
- Fast Response
- Flexibility
- Transferability
In need of expert support? We're here.✧
Check out our full feature list and pricing, and get in touch to start experiencing what true support feels like.
See pricing →FAQ
Will I work with a dedicated developer?
The function() consists of a small, in-house team of skilled and dedicated developers. Your requests will be managed by a member of the team, ensuring smooth and efficient communication.
How do I track the usage of my support hours?
Before we undertake each task, we will provide an estimate of the time needed for completion. After each request is completed, we'll update you on the remaining hours, ensuring you're always in the loop about your usage.
What types of support requests are covered under these plans?
Our plans are quite versatile, covering everything from technical issues to Shopify enhancements and setup guidance. Please note that design requests fall outside the scope of these plans, but can be forwarded to the MALVI team.
Are there any setup fees for the support plans?
No setup fees here – you can jump right into using our support services as soon as your plan kicks off. We’re all about making things easy and straightforward for you.
Can I share my support plan with another store or business?
Our Retainer Support Plans are specific to each store and are not transferable between different stores or businesses. However, our Hourly Packages provide a degree of flexibility, permitting usage across multiple stores under the same ownership.
How does the priority handling in the support plans work?
With priority handling, your requests take the front seat. It means faster response times and quicker commencement of your projects. We generally reply to requests within 24 hours and resolve urgent matters as soon as possible.
What happens if I use all my support hours before the end of the month?
Run out of hours? No worries. If you are on a Retainer Support Plan, you can either wait for your hours to reset on the 1st of the next month, or your hourly rate will kick in for any additional development work, past the first two hours.
End-to-end
Shopify Builds
From initial wireframe to theme customization, we architect every layer of your store for speed, scale, and seamless UX. No one-size-fits-all templates—only commerce experiences built to perform.
Learn more →Forensic
Store Audit
We crawl every funnel step—performance, SEO, UX, app bloat—and deliver a punch-list of high-impact wins. Turn hidden leaks into revenue streams.
Learn more →