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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
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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
Integrations
Includes:
- ERP
- CRM
- Inventory
- Warehousing
- Fulfilment
- Shipping
- Payments
- Marketing automation
- Analytics
- Custom APIs
Platforms we can migrate from
- Magento
- WooCommerce
- Custom eCommerce platforms
- Legacy online stores
- Existing Shopify stores requiring a rebuild
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
How onboarding and support work
1
Review systems and requirements
We assess the websites, applications, integrations and cloud environments requiring support, along with current risks, priorities and business requirements.
2
Select the appropriate support tier
We recommend the Essential, Active, Proactive or Enterprise tier based on your technology environment, required coverage, response times and monitoring needs.
3
Establish access, priorities and response processes
We confirm system access, authorised users, escalation pathways, service priorities and the process for raising and managing requests.
4
Begin support, monitoring and reporting
Once onboarding is complete, our team begins ongoing support and maintenance, with monitoring and reporting provided according to your selected support tier.
Support Tiers
Essential
Business Hours
(M-F | 9am–5pm)
- 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)
- 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)
- 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
- SLA (P1) ≤ 30 mins
- Incidents Included = ∞
- # of Applications = 8
- # of Users = ∞
- Plugin updates
- Bespoke Applications
- Monitoring & Alerts
- Dedicated Manager
- Service Review Meetings
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.
Case studies
Ego Pharamaceuticals
QV IQ: An AI Consultant for Smarter Skincare Choices
Integrity
Providing on-demand quality tech specialists
The Athlete’s Foot
Implementing a new in-store fitting system called FITZI, determining a customer’s gait, foot type, foot pressure and shape.
I highly recommend 4mation to anyone for their exceptional services in web development. After researching several agencies we chose 4mation for their outstanding understanding of our business process. Their team brought fresh ideas and insights, demonstrating a deep understanding of our clients, industry and pain points. Despite the complexity of our business, the team put in great effort to comprehend our needs and goals, and continuously provided valuable suggestions and solutions to improve our business.
Alan Jones Managing Director, A2Z Flashings
I had the opportunity to work with 4mation Technologies on a Proof of Concept for an AI chatbot. Their team displayed exceptional professionalism and expertise, delivering a PoC that highly demonstrated the potential to enhance our existing onboarding process with AI capabilities. 4mation’s commitment to timely delivery and their innovative approach were particularly impressive. I highly recommend their services for any business looking to integrate advanced AI solutions.
Shweta Vaghela Senior IT Business Analyst, NATA
We’re proud of what we’ve been able to achieve over the past couple of years to be able to deliver the best experience for First State Super website users we could. We benefited a lot from working with 4mation team and really appreciate the support they have given us
Mark Simpson Digital services specialist. First State Super
Working with 4mation has been a highly positive experience. Our team has gained greater confidence in the capabilities of our infrastructure, providing a strong foundation for further required upgrades. 4mation understood the needs of our business and partnered with us to deliver a cost-effective and scalable solution for both our MyHome portal and CRM Sales Portal. The partnership has been successful in driving innovation and future proofing the next steps in Billbergia’s application infrastructure roadmap.
Peter Brooks Head of IT, Billbergia
The quality and calibre of 4mation’s people are extremely high. We jointly defined the skills sets needed and cultural fit beforehand, the augmentation staff interacted extremely well with our team and hit the ground running.
Michael Donoghue CEO, IPSI
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.
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.
