Shopify support that keeps your store selling
Get ongoing technical support for your Shopify store, including themes, apps, integrations and customer journeys.
Planning a move to Shopify? 4mation can also manage the migration and support your store after launch. Beyond e-commerce, we also deliver fully managed Cloud Services designed to keep your entire digital infrastructure secure and optimised.
Who should use this service?
This service is designed for organisations that rely on Shopify to drive their online revenue and need an experienced team to handle seamless platform migrations, custom theme development, and reliable ongoing support.
Ongoing Shopify Support
- Theme issues and maintenance
- App configuration
- App conflicts
- Custom functionality
- Integration and API support
- Checkout and customer journey issues
- Product and collection configuration
- Analytics and tracking support
- Performance troubleshooting
- Release testing
- Bug fixes
- Small enhancements
- Coordination with marketing and design partners
"*" indicates required fields
When businesses need Shopify support
- The original developer is no longer available
- Internal staff can manage content but not technical issues
- Apps and integrations make ownership unclear
- Store issues are affecting conversions
- Inventory, CRM, ERP or fulfilment integrations are unreliable
- The business needs ongoing improvements without an internal development team
Shopify migration
Includes:
- Existing platform and data audit
- Product and variant migration
- Customer and order data migration
- Content and image migration
- Theme development or configuration
- App selection and setup
- Custom functionality
- ERP, CRM and inventory integrations
- Payment, shipping and tax configuration
- URL redirects and SEO migration support
- Analytics and tracking
- Testing and quality assurance
- Launch support
Platforms we can migrate from
- Magento
- WooCommerce
- Custom eCommerce platforms
- Legacy online stores
- Existing Shopify stores requiring a rebuild
Need broader managed support?
We solve operational challenges by delivering reliable, secure software support and maintenance that delivers real impact.
Who should use this service? This service is designed for organisations that rely on an existing Shopify store to run their daily e-commerce operations and need reliable, SLA-backed ongoing technical support to minimise downtime and protect their digital assets.
Support Tiers
Essential
Business Hours
(M-F | 9am–5pm)
12 month minimum
- SLA (P1) ≤ 8 hrs
- Incidents Included = 2
- # of Applications = 1
- # of Users = 1
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
Active
Business Hours
(M-F | 9am–5pm)
12 month minimum
- SLA (P1) ≤ 4 hrs
- Incidents Included = 5
- # of Applications = 2
- # of Users = 2
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
Proactive
Extended Hours
(M-F | 8am–8pm)
12 month minimum
- SLA (P1) ≤ 2 hrs
- Incidents Included = 15
- # of Applications = 4
- # of Users = 5
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
Enterprise
All Hours
24 x 7
12 month minimum
- SLA (P1) ≤ 30 mins
- Incidents Included = ∞
- # of Applications = 8
- # of Users = ∞
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
* Out of Scope projects are billled on a Time & Material basis
* All service desk engagements are a minimum 12 month contract
How Our Shopify Support & Migration Works
Our support and maintenance services are delivered seamlessly through the 4mation Service Desk, providing your team with a clear, streamlined process for logging requests, tracking issues, and managing your store’s health.
We act as an extension of your team, proactively monitoring site performance, troubleshooting checkout or app issues, and managing theme updates and third-party integrations.
From critical fixes to ongoing feature enhancements, we ensure your digital storefront and brand assets remain secure, fast, and fully optimised for long-term growth.
Our process
1
Review and onboard
• We review your Shopify store, theme, apps, custom functionality and connected systems to understand its current condition and support requirements.
• Our team identifies performance issues, integration risks, outdated customisations and areas where technical ownership is unclear.
• We confirm access, priorities and responsibilities, then recommend the most appropriate Service Desk support tier.
2
Support and maintain
• We provide ongoing Shopify support for theme issues, app conflicts, checkout problems, analytics, tracking and custom functionality.
• Our team can troubleshoot integrations with ERP, CRM, inventory, fulfilment, payment and marketing platforms.
• Where included in your support tier, we monitor store health and respond to incidents based on agreed Service Desk response targets.
3
Plan and deliver migrations
• We assess your existing eCommerce platform, data, integrations and customer journeys before creating a clear Shopify migration plan.
• Migration work can include products, variants, customers, orders, content, redirects, analytics, apps and custom integrations.
• We test the new Shopify store before launch and manage the cutover to minimise disruption to customers and existing operations.
4
Review and improve
• Receive clear reporting on Shopify support requests, completed work, identified risks and recommended improvements.
• Regular reviews can help prioritise performance improvements, integration work, customer journey changes and future development.
• Small enhancements may be delivered through your support tier, while larger features can move into Continuous Improvement & Development.
About us
Our team draws on 25 years of experience working with a diverse range of clients, from Australia’s fastest growing companies and State Government Agencies to global Fortune 500 organisations. We have grown into an award-winning company with over 40+ staff, all sharing the same drive to deliver great outcomes and solutions for our clients.
Book a free consult with a member of our C-suite
FAQs
1
What does ongoing Shopify support include?
Our Shopify support services can include theme issues, app configuration, app conflicts, custom functionality, integrations, checkout problems, analytics, tracking, performance troubleshooting and release testing.
The exact level of Shopify technical support depends on your selected Service Desk support tier.
2
Can you support a Shopify store you did not build?
Yes. We can take over a Shopify store developed by another agency, freelancer or internal team.
We begin by reviewing the store configuration, theme, apps, integrations, custom code and outstanding technical risks before establishing an ongoing support process.
3
Can you help with Shopify theme and app issues?
Yes. Our team can troubleshoot Shopify theme problems, Liquid customisations, app conflicts, configuration errors and issues caused by third-party updates.
Where custom functionality is involved, we will assess the existing code before confirming the appropriate support approach.
4
What Shopify integrations can you support?
We can support Shopify integrations with:
• ERP and CRM platforms
• Inventory and warehouse systems
• Shipping and fulfilment providers
• Payment gateways
• Marketing automation platforms
• Analytics and reporting tools
• Custom APIs and business applications
• Support is subject to an initial review of the integration and its existing documentation.
5
Can you migrate our current store to Shopify?
Yes. We can manage migrations from Magento, WooCommerce, custom eCommerce platforms, legacy systems or an existing Shopify store requiring a rebuild.
Each Shopify migration is scoped according to the store’s data, products, customer journeys, integrations and custom functionality.
6
What data can be included in a Shopify migration?
Depending on the source platform, a migration can include products, variants, customers, orders, content, images and selected configuration data.
We will confirm what can be migrated during the discovery and planning stage.
7
How do you protect SEO during a Shopify migration?
Our Shopify migration process can include URL mapping, redirects, metadata transfer, analytics configuration and post-launch checks.
The aim is to minimise disruption and preserve existing search visibility, although no migration can guarantee that rankings will remain completely unchanged.
8
Can you support Shopify checkout and payment issues?
Yes. Our Shopify technical support team can investigate checkout problems, payment gateway issues, customer journey errors and connected app or integration failures.
Response targets depend on the incident priority and your selected Service Desk support tier.
9
Can you make ongoing improvements to our Shopify store?
Yes. Small enhancements may be completed through your selected support tier.
Larger improvements such as new customer journeys, advanced integrations, major theme changes, automation or new functionality can be delivered through Continuous Improvement & Development.
Keep Your Technology Moving Forward
Your technology shouldn’t stand still. That’s why our Service Desk packages integrate Continuous Improvement & Development right out of the box. This service isn’t just about server updates and bug fixes; it’s built for organisations that need a reliable engine for ongoing digital growth.
We bundle technical support with active development, prioritising and deploying updates on a regular schedule. This ensures your website or application continuously adapts to your business needs, improves the user experience, and stays ahead of the competition without requiring separate project contracts.
