Senior Shopify support — not a tier-one ticket queue.
On-demand and retainer support from engineers who actually build Shopify stores. We pick up the phone when it matters, debug the app conflict properly, and ship the fix the same day where we can.
Engineers
Response
Scope
Plans
What is Shopify support services?
Shopify support services are on-demand senior engineering help for in-house ecommerce teams — theme bug fixes, app conflicts, custom changes, and incident response with a real SLA. It is the on-call complement to maintenance: hands available when checkout breaks now.
Why this exists
Most Shopify 'support' is junior staff reading scripts.
Cheap support exists. It is also why ticket loops drag for weeks. Our support is a small team of senior Shopify engineers who diagnose the actual cause, ship the actual fix, and write a brief that explains what happened. It costs more per hour and resolves problems in fewer hours.
What we hear most
Reasons brands move support to us.
Ticket loops with previous agency
Three rounds of 'can you confirm?' before anyone touches the theme. Time-zone mismatches. Resolution slow.
In-house team is over capacity
The internal dev is on the next product launch. Shopify sits on the back burner. Marketing requests stack up.
App conflict nobody can solve
An app update broke checkout. Vendor blames another app. Ticket has been open two weeks.
One-off project outside in-house remit
Custom section, bundle builder, complex variant logic — work the in-house team could do but doesn't have sprint capacity for.
Incident requiring senior pair of hands
Store is degraded. Internal dev has bandwidth for triage but not full debugging. Need senior Shopify engineer on the call within the hour.
What we deliver
How Haxtiv Shopify support works.
Three engagement shapes — pick the one that matches the cadence and seriousness of the work.
Hourly support
- Pre-paid blocks of senior dev time (10h, 25h, 50h)
- Same-business-day response
- Detailed time logs with tickets and code references
- Hours roll forward 90 days
- Ideal for occasional small changes and bug fixes
Monthly retainer
- Fixed monthly hours (20h, 40h, 80h) at reduced rate
- Named senior engineer with backup coverage
- Slack channel for the team — fast async responses
- Quarterly site review
- Ideal for ongoing maintenance plus enhancement work
Incident response
- 4-hour SLA for production-impacting issues (Premium tier)
- 24/7 on-call engineer with paging
- Post-incident review with runbook update
- Optional load-testing ahead of campaigns
- Ideal for revenue-critical Shopify stores
Specialist work
- Custom theme sections and components
- Custom apps integration with theme
- Shopify Functions and Scripts (Plus)
- Hydrogen / headless help
- B2B and Subscriptions configuration
Process
How this service runs end to end
The same six-step shape we use across every Haxtiv project — adapted to the specifics of this scope.
01
Discover
Audit, intent, and the part nobody is saying out loud
We open with a working session — not a deck. We pull analytics, crawl the existing site, audit the brand, and interview the people closest to revenue. We surface the friction inside the team, not just the friction on the screen.
02
Define
Sitemap, story, and the metrics that actually matter
We define the audience journeys, the commercial pages we are willing to defend, the SEO architecture, and the measurable outcomes. You get a shape of the project that survives feedback because it was built on evidence.
03
Design
Editorial system, art-directed, never templated
Type, grid, motion, and tone built as a system. We design the hero, the long pages, the unloved corners, and the empty states. Every screen looks like it belongs to the same studio. Nothing is parked for later.
04
Build
Production code your team can keep
WordPress, Shopify, or page builder — we build clean, accessible, performant, and documented. Component-led, naming you'll recognize next year, and a changelog your in-house team can read.
05
Launch
Migration without losing rankings or sleep
Pre-launch crawl, redirect map, schema and metadata cutover, performance baseline, and a launch playbook. We run the deploy with you, not at you.
06
Grow
Care plan, CRO sprints, and quiet improvements
We stay involved. Monthly performance reports, security and core updates, and CRO sprints that compound. The site gets better the longer you keep us.
What this looks like in production
Numbers we earn, not numbers we round up.
Sites shipped
across 27 countries
Studio hours
delivered since 2019
Avg conversion lift
post-redesign clients
Client retention
into year two
In their words
Senior teams who chose us.
Haxtiv replatformed our marketing site without losing a single ranking. We saw organic leads up 38% inside the first quarter and the editorial team finally has a layout system they don't fight.
Mara Iglesias
VP Marketing · Lumenwave Health
Headless WordPress redesign
Our previous Shopify build was a Frankenstein of apps. The Haxtiv team simplified the stack, rebuilt the PDP and CRO patterns, and our store is faster and more profitable than it has ever been.
Daniel Korver
Founder · Northbound Goods
Shopify Plus rebuild
Frequently asked
Answers worth asking for.
Don't see the question you're holding? Send it to [email protected] and we'll answer the same day.
Continue reading
Where to go next
Shopify maintenance
Care plans for serious stores.
Shopify development
Top-line Shopify service.
Shopify Plus
Enterprise Shopify.
Shopify speed optimization
CWV-tuned.
Shopify SEO
Architecture, schema, indexing.
Engagement models
How we work.
Pricing
Transparent rates.
White-label development
Agency partner support.
Start here
Get senior Shopify support without rebuilding the relationship every ticket.
30-minute call. We'll scope the work, share a fair quote, and start the same week.