Free store audit

Support and maintenance

Shopify support and maintenance

When something goes wrong on your live store, or you need regular development, you reach a partner who knows Shopify inside out. We work in three ways: one-off fixes, monthly maintenance and urgent help.

Create a support request Book a call

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Pick the support model that fits

Choose one based on your store's workload and your in-house team. You can switch later.

Kriter	One-off support	Monthly maintenance	Urgent help
When it fits	A specific bug or feature	Ongoing small tasks and campaigns	Checkout, cart or the store is down
How it starts	Support request and quote	Monthly scope agreement	Phone or WhatsApp
Priority	In the queue	Reserved time for your store	Highest
Monthly report	Yok	Var	Incident report
Theme and app updates	On request	Var	Yok
Campaign preparation	On request	Var	Yok

One-off support

When it fits: A specific bug or feature
How it starts: Support request and quote
Priority: In the queue
Monthly report: Yok
Theme and app updates: On request
Campaign preparation: On request

Monthly maintenance

When it fits: Ongoing small tasks and campaigns
How it starts: Monthly scope agreement
Priority: Reserved time for your store
Monthly report: Var
Theme and app updates: Var
Campaign preparation: Var

Urgent help

When it fits: Checkout, cart or the store is down
How it starts: Phone or WhatsApp
Priority: Highest
Monthly report: Incident report
Theme and app updates: Yok
Campaign preparation: Yok

A reply within 24 hours

Requests reach us through the support form, email or WhatsApp. Each one is logged and scoped, and if work is needed you get a written quote before anything starts.

Create a support request

What we fix most often

Typical support topics.

Theme bugs and changes
Broken sections, mobile layout issues, new sections and blocks.
Payment setup
Shopify Payments, PayPal and other gateways: setup and troubleshooting.
Shipping setup
Carrier connections such as UPS and DHL, and shipping profiles.
Pixels and conversion tracking
Meta Pixel, Google Ads and GA4 setup, and finding missing conversions.
A store that's slowing down
Removing leftover app code and optimising images.
App conflicts
Finding apps that break each other and setting up the right alternative.

How your request is handled

We follow the same path for every request, so you know from the start what will be done and when.

Request: store URL, the issue and screenshots
Review: we find the cause and the impact
Scope and quote: in writing, if needed
Fix: tested on a theme copy first, then published
Close: you get a summary of what changed

Monthly maintenance options

With monthly maintenance, time is reserved for your store. We agree the scope together based on your workload.

Monthly

Essential

Small teams with regular small tasks

Keeping track of theme and app updates
Monthly development time
Monthly check-up report

Let's talk about this scope

Monthly

Growth

Stores that run frequent campaigns

Everything in Essential
Campaign and landing page preparation
Speed and conversion checks
Monthly review call

Let's talk about this scope

Monthly

Enterprise

High-volume, multi-channel stores

Dedicated project manager
Priority response
Integration and app monitoring
Quarterly roadmap

Let's talk about this scope

Scope and quote are prepared in writing for you after the store audit.

Integrations we support

We work with the tools your store already uses.

Payments4 options

Shopify Payments
PayPal
Stripe

Shipping4 options

UPS
DHL
FedEx
Shopify Shipping

Tracking and ads4 options

Meta Pixel
Google Ads
GA4
Google Tag Manager

Marketing3 options

Klaviyo
Shopify Email

Something urgent?

If checkout isn't working or the store won't load, call us directly: +90 538 036 86 52

Message us on WhatsApp Call now

Scope

Hizmete dahil

Finding and fixing the issue
Testing changes on a theme copy first
A written summary of the work
Escalating to Shopify Support and following up, if needed

Also worth planning for

Billing and account closure on Shopify's side are handled by Shopify Support.
We don't support dropshipping apps.
New features are scoped separately.

cosskozmetik.com Coss Kozmetik Shopify store

Coss Kozmetik Shopify store

Client · Cosmetics

Coss Kozmetik: ongoing maintenance and campaign support

“Make-up and press-on nails” — Coss Kozmetik is growing its store on Shopify with Shopiuzman.

Case studies Visit the store

Frequently asked questions

Can't find the answer you're looking for? Get in touch directly.

Message us on WhatsAppSend us your question Call us+90 538 036 86 52

Are you Shopify's official support team?

No. We're an official Shopify Partner agency, not Shopify Inc. For questions about your Shopify account or billing, we point you to Shopify Support.

How quickly do you respond?

We reply to every request within 24 hours. For urgent issues, use the phone or WhatsApp line.

Do you take on one-off jobs?

Yes. We review your request, send the scope and timing in writing, and start once you approve.

Could changes to my theme break the site?

We make changes on a copy of your theme and test them first, then move them to the live theme after your approval.

Do you support stores built by another agency?

Yes. We start by reviewing the theme code and apps, then report on where things stand.

Often paired with

Something wrong with your store?

Open a support request for urgent issues, or book a call for ongoing maintenance.