Shopify Support Packages
OVERVIEW.
What are Shopify Support Packages?
TAILORED SUPPORT.
Choose Your Shopify Support Package
|
|
Bronze |
Silver |
Gold |
Platinum |
|
Support Hours per Month |
4 - 8 |
8 - 16 |
16 - 24 |
25+ |
|
Account Manager Calls |
1 per month |
2 per month |
3 per month |
3 per month |
|
Maintenance & Development |
Yes |
Yes |
Yes |
Yes |
|
Monthly Top Level Review* |
Yes 1hr |
Yes 1hr |
Yes 1hr |
Yes 1hr |
|
Studio & Design* |
|
Yes |
Yes |
Yes |
|
Reporting* |
|
Yes |
Yes |
Yes |
|
Quarterly UX/UI Review* |
|
Yes |
Yes |
Yes |
|
Quarterly Performance Audit* |
Yes |
Yes |
Yes |
Yes |
*These reports/audits are deductible from your monthly retainer hours
FEATURES & BENEFITS.
What's included in each support package?
Bronze support package
4 to 8hrs of calls with your dedicated account manager per month - (depending on requirements) to include:
1/ Account Manager Support: Help with basic troubleshooting, theme updates, and minor modifications. This would include an initial training session for site familiarity / admin functions, plus one regular call per month - as required.
2/ Maintenance & Development: Resolving more complex technical issues, including app integrations, custom coding, and API troubleshooting - as required.
3/ Monthly Top Level Review: Identify new Shopify functionality and features - 1hr per month.
4/ Quarterly Performance Review:
Analysing store performance metrics, identifying areas for improvement, and implementing optimisation strategies.Silver support package
8 to 16hrs of calls with your dedicated account manager per month - (depending on requirements) to include:
1/ Account Manager Support: Help with basic troubleshooting, theme updates, and minor modifications. This would include an initial training session for site familiarity / admin functions, plus two regular calls per month - as required.
2/ Maintenance & Development: Resolving more complex
technical issues, including app integrations, custom coding,
and API troubleshooting - as required.
3/ Monthly Top Level Review: Reviewing store performance and suggesting
improvements - based on monthly Semrush report - 1hr per
month.
4/ Studio & Design: Opportunity to make use of our
experienced design team to assist with everything from
photography to digital marketing - as required.
5/ Reporting: We’ll use Looker Studio to pull in data from your
key platforms and build out custom reports to cut through the
noise and generate realistic insights into your data, which will
better inform your strategy and keys decisions. We’ll also use
this to monitor performance and conversion rates to identify
key issues early.
6/ Quarterly Performance Review: Analysing store performance
metrics, identifying areas for improvement, and
implementing optimisation strategies.
7/ Quarterly UX/UI Review: Manual review of various customer journeys to outline and recommend improvements.
Gold support package
16 to 24hrs of calls with your dedicated account manager per month - (depending on requirements) to include:
1/ Account Manager Support: Help with basic troubleshooting, theme updates, and minor modifications. This would include an initial training session for site familiarity / admin functions, plus three regular call per month - as required.
2/ Maintenance & Development: Resolving more complex
technical issues, including app integrations, custom coding,
and API troubleshooting - as required.
3/ Monthly Top Level Review: Reviewing store performance and suggesting improvements - based on monthly Semrush report - 1hr per month.
4/ Studio & Design: Opportunity to make use of our
experienced design team to assist with everything from
photography to digital marketing - as required.
5/ Reporting: We’ll use Looker Studio to pull in data from your
key platforms and build out custom reports to cut through the
noise and generate realistic insights into your data, which will
better inform your strategy and keys decisions. We’ll also use
this to monitor performance and conversion rates to identify
key issues early.
6/ Quarterly Performance Review: Analysing store performance
metrics, identifying areas for improvement, and
implementing optimisation strategies.
7/ Quarterly UX/UI Review: Manual review of various customer journeys to outline and recommend improvements.
Platinum support package
25hrs of calls with your dedicated account manager per month - (depending on requirements) to include:
1/ Account Manager Support: Help with basic troubleshooting, theme updates, and minor modifications. This would include an initial training session for site familiarity / admin functions, plus three regular call per month - as required.
2/ Maintenance & Development: Resolving more complex
technical issues, including app integrations, custom coding,
and API troubleshooting - as required.
3/ Monthly Top Level Review: Identify new Shopify functionality
and features - 1hr per month
4/ Studio & Design: Opportunity to make use of our
experienced design team to assist with everything from
photography to digital marketing - as required.
5/ Reporting: We’ll use Looker Studio to pull in data from your
key platforms and build out custom reports to cut through the
noise and generate realistic insights into your data, which will
better inform your strategy and keys decisions. We’ll also use
this to monitor performance and conversion rates to identify
key issues early.
6/ Quarterly Performance Review: Analysing store performance
metrics, identifying areas for improvement, and
implementing optimisation strategies.
7/ Quarterly UX/UI Review: Manual review of various customer journeys to outline and recommend improvements.
DRIVEN BY HONEST CLIENT FEEDBACK.
100% of our clients would recommend our support services to others – our approach is built on results
Our support service accounts for over 44% of our business, which means it's not an afterthought, it's a core part of who we are. We've invested heavily in our support team, with senior Shopify developers on hand to accelerate ticket resolutions and building processes that keep things moving quickly and efficiently.
Every support client gets access to a dedicated ticketing system, built and adapted specifically for our clients’ requirements. It's designed to keep priorities clear, communication tight, and resolutions fast.
Support clients account for 44% of our turnover and this is reflected in our client satisfaction rating of 94% over the last 12 months.
Unlock the power of premium Shopify support! Don't leave your store's potential untapped. Contact us and let's chart the path to eCommerce excellence together.
SHOPIFY SUPPORT.
Why choose Absolute as your Shopify Support agency?
Access to a Specialised Ticketing System
Clients can easily raise issues as they arise and track the progress of their resolutions.
Transparent Reporting on Project Time & Budget
We utilise a dedicated CRM system to estimate, track and update your Shopify support plan.
Swift Reaction Times
We review our Shopify support schedule daily, ensuring we can quickly address client needs with efficiency and expertise.
Same Day Response Guarantee
Our commitment is to respond to all Shopify support tickets within 24 hours during the working week, ensuring prompt and effective solutions.
In-House Shopify Expertise
We strictly avoid outsourcing any development work. This policy ensures superior coding quality, streamlined project management, and efficient delivery. Our team of Shopify experts all work from our Nottingham HQ.
Shopify Store Performance Optimisation
Our dedicated Shopify developers can work with you to optimise your store's performance, ensuring fast loading times, smooth navigation, and an enhanced user experience. This proactive approach helps in maintaining high levels of customer satisfaction and engagement, ultimately contributing to increased sales and store growth.
WHAT’S INCLUDED IN THE ABSOLUTE SUPPORT PLAN?
Dedicated Account manager
Dedicated client dashboard and ticket-based management and reporting system
Shopify Partner Agency
Expert Shopify Developers and eCommerce Shopify Architect
In-depth performance checks routinely performed on your site
Priority critical incident response
Platform monitoring
Pro-active support and account management
Flexible budget management with reduced rate over-run
FULL SERVICE SHOPIFY SUPPORT.
We recommend all eCommerce clients opt-in to an on-going support plan, as it affords a greater degree of peace of mind and allows more time to focus on what really matters driving sales, selling products and acquiring new customers.
Video & Photography
Elevate your brand with high-quality video, motion graphics, and photography. Our professional services go beyond what stock libraries offer, bringing authenticity and a unique touch to your business visuals – be it product shots, office interiors, or team images.
Email Marketing Support
Leverage our expertise in one of the most effective digital marketing channels. We’re here to boost your email marketing efforts, enhancing engagement, conversion rates, and building stronger customer relationships.
Branding & Graphic Design
Powerful brand strategy can transform your business, bringing a recognisable and coherent experience to your customers. Absolute Design has over 25 years’ experience delivering branding solutions, digital strategy and creative graphic design campaigns.
Search Engine Optimisation
We understand the importance of correctly setting up on-page SEO elements for your website’s visibility. Our team can enhance your existing content, offer training for self-management, or provide continuous support to ensure optimal performance if you aren’t using an external SEO agency.
Optimised Meta Data
Optimised meta data encompasses crafting title tags and meta descriptions, ensuring the primary keyword is included, and adhering to the correct character limits of either 60 or 155 characters.
Production of High-Quality Content
Producing high-quality content involves creating unique and detailed product descriptions, crafting blurbs for category pages, addressing common customer queries, and generating customer support content like FAQs or explaining the returns process.
Schema Markup
Schema markup involves implementing structured data on your website, including product schema, breadcrumb schema, and review schema, to enhance search engine understanding and presentation of your content in search results.
Optimised Product Images & Video
Optimising product images and videos entails incorporating high-quality visuals for the website, resizing them appropriately for web use, and adding Alt Text with relevant keywords.
Technical SEO
Technical SEO involves critical aspects like creating and maintaining an XML sitemap to help search engines index your site effectively and configuring a robots.txt file to manage search engine access to specific parts of your website.
SUCCESS METRICS.
We manage our effectiveness by our response times on tickets, closure of tickets and also via a customer feedback survey.
Results of our survey sent out in June 2026.
0
%would recommend our support services to others
0
%find our support team to have a good technical understanding and approach to tickets
0
%find our support team to be very responsive
0
%rated our account managers performance as excellent
0
%find our support team to be important to the success of their website
0
%are satisfied with their experience with our support service
SUPPORT FAQS.
What distinguishes your Shopify support packages from others?
Our Shopify support agency prioritises a personalised approach. Instead of generic solutions, our Shopify technical support offers customised recommendations based on each website's unique needs.
Where are your Shopify Developers and Account Managers based?
We’re a UK based agency and no work is outsourced. All our developers are based at our Nottingham HQ.
How do you manage any new requests?
You will have a designated account manager and will be provided access to our ticketing system which is where everything is logged and tracked.
Can I switch between Shopify support packages?
Yes, our flexible plans allow you to upgrade or downgrade based on your evolving business needs and can be reviewed every quarter with your account manager.
What if I don’t use all of my retainer hours in a month?
If you don’t use all of your support hours in a month, we will rollover those hours into a quarter, this will start as of the first month you join support.
What if I don’t want to be on a support plan and want to pre-pay for support?
Clients that want to operate an ‘adhoc’ support account with us will not have the same benefits that clients on a package have, and there will be an upfront commitment for the hours you require.
OUR WORK.
