Shopify Website Design & Development

Shopify Maintenance & Support

Keep your Shopify store running smoothly

Your Shopify store doesn’t stop at launch — and neither do we.

Our Shopify Maintenance & Support plans ensure your store stays updated, secure, and performing at its best. Whether you need technical assistance, content updates, or ongoing improvements, we’re here to help you every step of the way.

Our goal is to give you peace of mind — so you can focus on growing your business while we handle the tech.

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Our Shopify maintenance & support package

Whether you’re just starting or ready to scale, we have a plan that fits your business goals:

**Check out the FAQs below to better understand what’s included and how our services work. Read and agree with subscription policy before proceed to subscribe.

Need one-time support?

No problem. We also offer ad-hoc support starting from RM300 per request — perfect for quick fixes or urgent updates.

Get 1-Incident Pack

Frequently asked questions

What does your Shopify Maintenance & Support service include?

Our maintenance plans cover theme and app updates, bug fixing, product or content updates, store backups, consultation, and minor design adjustments. We ensure your Shopify store runs smoothly and stays optimized for performance and security.

Do I need a maintenance plan if my store is already live?

Yes. Shopify regularly updates its platform and third-party apps. A maintenance plan ensures your store stays compatible, functional, and up to date — preventing unexpected errors or downtime.

How do you count a “support request”?

A support request is a specific task, such as uploading new products, fixing a layout issue, or updating a banner.

Click the button below to submit a support ticket — our team will respond within 2 to 4 hours and keep you updated on the progress and estimated resolution time.

Submit a support ticket

However, complex development work or new feature integrations is not part of the maintenance & support service may be quoted separately. Talk to us to understand more.

Can I request urgent support?

Absolutely! We offer priority handling for urgent matters like store errors or checkout issues. Our team typically responds within 2–4 business hours, and we’ll keep you updated on progress until everything’s resolved.

What happens if I submit multiple support requests?

We don’t limit the number of support requests you can submit — our goal is to ensure you have a smooth and worry-free e-commerce journey. However, if a request involves complex development or falls outside the scope of our maintenance plan, we’ll provide a separate quotation before proceeding.

Are there any services not covered under the Maintenance & Support plan?

Yes, some requests that go beyond standard maintenance are not included. These include:

Writing business proposals or sales content
All online advertising services (except your first initial ad setup, which we provide free of charge)
Third-party app or API integrations
Shopify POS setup and implementation
Mobile app builder setup or customization

Such projects will be quoted and billed separately, ensuring transparency and flexibility for your needs.

Do you help with content or product uploads?

Yes! We can assist with product uploads, banner updates, blog posts, and content edits as part of your maintenance plan — so your store always stays fresh and up to date.

Can I cancel or change my plan anytime?

Yes, our plans are flexible. You can upgrade, downgrade, or cancel anytime with a 30-day notice. We’re here to support your business at every stage of growth.

How can I pay for the Maintenance & Support plan?

You can choose from two convenient payment options:

Recurring Invoice – An invoice will be issued each billing cycle, and payment is due within 7 days from the invoice date. You can pay online using any of our supported payment methods or pay offline via bank transfer to our bank account.
Subscription Plan – Enjoy hassle-free auto payment through your registered credit card.

If your order was processed offline, your default payment method will be the recurring invoice. Just let us know if you’d prefer to switch to a subscription plan.

For customers who subscribe online, your payment will be automatically processed each billing cycle.

What is an Incident Pack?

An Incident Pack gives you on-demand support for specific website issues or feature requests without committing to a full monthly maintenance plan.

What’s the difference between the 1-Incident Pack and the 6-Incident Pack?

The 1-Incident Pack is perfect for a one-off fix or enhancement.

The 6-Incident Pack offers better value for customers who expect occasional support throughout the year.

What does each incident cover?

Each incident includes ONE of the following:

Troubleshooting website issues
Troubleshooting installed app issues
Adding a new website feature
Uploading up to 250 products per incident

How do I submit an incident request?

All incidents are submitted online form only via our ticketing system.

Once received, our team will review and start working on it according to the service timeline.

How fast will my issue be resolved?

Resolution time is priority-based, depending on how urgent the issue is:
High Priority
For critical issues that disrupt key website functions.
Response Time: Within 2 hours
Resolution Time: Within 6 hours

Medium Priority
For non-critical issues that affect certain features but the website remains usable.
Response Time: Within 4 hours
Resolution Time: Within 1 business day

Low Priority

For enhancements, minor fixes, or non-urgent requests.
Response Time: Within 6 hours
Resolution Time: Within 2 business days

Do incidents expire?

Incident Packs are valid for 12 months from the date of purchase, but can be carried forward to next term.

What is NOT included in the Incident Pack?

The following services fall outside the scope:

Full website revamping
Website migration
New website design & development
Social media or search advertising services
Ongoing monthly maintenance or monitoring
For these needs, we recommend a maintenance plan or a project-based quote.

Can I use one incident for multiple issues?

No. Each incident applies to one issue or one request.

If multiple unrelated issues are found, they will be counted as separate incidents.

Can unused incidents be refunded or transferred?

No. Incident Packs are non-refundable and non-transferable once purchased.

What if I need more than 6 incidents?

You may purchase additional Incident Packs anytime, or upgrade to a maintenance plan for more comprehensive ongoing support.

Why Shopify?

We work exclusively with Shopify because it’s built for business owners, not just developers.

User-Friendly: Easily manage products, track orders, and update content — no coding needed.
Scalable: Start small and expand to new markets whenever you’re ready.
Reliable: Secure hosting, fast performance, and 24/7 uptime.
Future-Ready: Integrates with thousands of apps and tools to power your growth.

By focusing solely on Shopify, we deliver solutions that are faster to launch, easier to manage, and built to last.