Ecommerce maintenance and support from a named team that knows your store.
Ecommerce maintenance and support plans for Shopify, BigCommerce, WooCommerce and Volusion: monitoring, updates, bug fixes, monthly releases and optimization from a named team, including stores we didn’t build.
Monitoring, updates, bug fixes, releases and continuous optimization on a monthly plan, so launch isn’t the end of the relationship and Black Friday isn’t a gamble.
- A short review and a plan recommendation
What's covered
Everything between “it’s live” and “it’s growing”
Monitoring & fixes
- Uptime, checkout and error monitoring
- Bug fixes with a staging repro first
- Platform, theme, plugin and app updates
- Security patches, backups, SSL and DNS
Performance & hygiene
- Core Web Vitals tracked per template
- App and script audits every quarter
- Image, font and third-party tag discipline
- Broken links, redirects and 404 cleanup
Releases & optimization
- Monthly release of queued improvements
- CRO tests on category, product and cart
- Landing pages and seasonal sections
- Small features without a new project
By Platform
How the work differs on each platform
Shopify
Theme and app updates, app and script cleanup, checkout and tracking-pixel checks. Shopify runs hosting and core security, so the work centers on what you’ve added to it.
BigCommerce
Stencil theme and app updates, API and integration monitoring, and catalog or price-list fixes.
WooCommerce
WordPress, WooCommerce, plugin and theme updates tested in staging first, plus hosting, caching and database checks.
Volusion
Template fixes, catalog and content updates, and a plan for when and whether to move.
A month on retainer
What actually happens, week by week
Plan
Review last month’s report, prioritize the request board, agree this month’s release scope.
Build & test
Fixes and improvements built in staging; updates applied and regression-tested; CRO test launched.
Release & report
Scheduled release with changelog; monthly report on hours, speed and conversion movement.
Watch
Monitoring runs continuously. P1 incidents (critical outages such as checkout down) interrupt the plan; everything else waits its turn.
When something breaks
If something breaks: the first hour of a P1
- 0 min — Alert fires
Checkout error rate or uptime monitor trips and your named engineer is alerted. You get an automatic “we’re on it” message.
- First human response
Your named engineer confirms scope: what’s affected, what isn’t, and whether orders are being lost.
- Containment before cause
Roll back the last release, disable the misbehaving app, or route around the failing service — whatever restores checkout fastest.
- Within 24h — Written post-mortem
What happened, what it cost, what changes so it doesn’t happen again. No blame, no jargon.
| Priority | Example | First response |
|---|---|---|
| P1 | Checkout down, store offline | [Time] |
| P2 | Payment or shipping method failing | [Time] |
| P3 | Template bug, content change | [Time] |
| P4 | New feature, optimization | Next release |
Plans
Sized to your store, not to a feature list
Essential
Growth
Includes monthly releasesPlus
Plans are confirmed after a short store review. Step up before peak season and back down after — no penalty.
Onboarding
First 30 days on a plan
Audit
Full store review: theme, apps, integrations, speed, known issues. You get the document.
Monitoring on
Uptime, checkout, error and CWV monitoring live within the first week.
Backlog
Every known issue and wish goes on one board with a priority and estimate.
First release
Quick wins from the audit shipped by day 30, with a changelog.
Client feedback
What clients say
“Once work was installed, I needed a few cosmetic tweaks to match my site, and he made it so that I can go in and change the colors on my own.”
“Any feedback or changes were addressed quickly and efficiently, which made the entire collaboration smooth and stress-free.”
FAQ
Support plan questions
Do you support stores you didn’t build?
Yes. Onboarding starts with an audit so we know the stack before the first request.
Do unused hours roll over?
Hours and rollover terms are set in your support agreement, and we confirm them before you choose a plan.
Who do we actually talk to?
A named account lead in a shared Slack channel or email thread, backed by the engineers who work on your store. Not a ticket portal.
What about apps and third-party services?
We manage them as part of the store: updates, conflicts, script weight and replacing ones that have outlived their usefulness.
Can we pause?
Yes, with 30 days’ notice. Monitoring stays on for the notice period so nothing goes dark without you knowing.
What does an ecommerce maintenance plan include?
Monitoring of uptime, checkout and errors; platform, theme, plugin and app updates tested in staging; bug fixes; security patches, backups, SSL and DNS; performance checks; and, on the Growth plan, a monthly release with CRO tests and reporting.
How do you handle security and backups?
Security patches, backups, SSL and DNS are part of every plan. Updates are tested in staging before they reach your live store.
What counts as a P1 incident?
A critical problem such as checkout down or the store offline. P1 incidents interrupt the monthly plan; response targets are set in your plan.
Not sure which plan fits?
Send your store URL and your current pain points. We'll return a short review and a plan recommendation within two business days.