A clear responsibility
You know where to turn when an error affects the store, the customer journey, or an existing function.
Support Retainer
Support for a Shopify store that needs to work.
A Support Retainer is for teams that want to avoid starting from scratch every time something goes wrong. We get to know your solution and help you when existing functionality no longer works as intended.
You get a clear scope, a defined response time, and Shopify expertise that can distinguish between theme errors, app issues, integration errors, and problems in external systems.
At your convenience
For those who want control when something breaks.
A retainer arrangement should make it clear what you receive, what is prioritized, and how the collaboration creates value over time.
Advanced troubleshooting
We troubleshoot Shopify, themes, apps, and integration points to find the root cause – not just the symptoms.
No hourly billing per case
Troubleshooting, correction, verification, and feedback are included with no time limit per individual support ticket.
Scalable response time
Choose a level based on how business-critical the store is and how quickly you need initial qualified feedback.
Choose level
Three levels. Same clarity.
Choose the level that meets your needs today and scale up as your scope changes. All prices are per month and exclude VAT.
Small
SEK 5,000/mån
For smaller teams that want a secure foundation.
- 3 support tickets
- First qualified response within 9 working hours
Medium
SEK 10,000/mån
For businesses where Shopify is a key sales channel.
- 6 support tickets
- First qualified response within 4 business hours
Large
SEK 20,000/mån
For business-critical Shopify solutions with high availability requirements.
- 10 support tickets
- First qualified response within 1 business hour
How we work
From error report to verified solution.
The work should be easy to follow and simple to prioritize together with your team.
Define the problem
We identify what is not working, how it should work, and which part of the solution is affected.
Troubleshoot and fix
We isolate the root cause and correct what lies within your Shopify solution.
Control and feedback
We will verify the result and provide clear feedback on what has been done and if anything requires an external supplier.
This is included
A support ticket covers the entire root problem.
A support case is a defined problem where something that previously worked no longer functions as intended. Troubleshooting, correction, verification, and feedback are included without a time limit per case. Follow-up questions and continued work on the same root problem are not counted as new cases.
Errors in external systems are investigated as part of support.
Clear demarcation
Support is not new development.
New development is not included. New features, components, integrations, and further development are ordered separately as a one-off cost at a fixed price.
Actions that must be performed by an external supplier are not included. Support is provided on business days (excluding public holidays) between 08:00 and 17:00 Swedish time. Response time refers to the first qualified feedback, not a guaranteed resolution time.
For the Shopify team
Shopify support for established e-commerce businesses.
A Shopify store often consists of more than just the theme. Apps, payments, tracking, ERP, WMS, and other integrations can affect both the customer experience and internal operations. When something stops working, the issue therefore needs to be troubleshot in the right layer.
Support for Shopify and Shopify Plus
Stride works daily with Shopify and Shopify Plus in D2C, B2B, and blended commerce solutions. A Support Retainer is suitable for companies that want a recurring technical partner for existing functionality – without purchasing a loose block of hours every time an issue arises.
When is a Shopify Support Retainer suitable?
This setup is particularly well-suited when Shopify is a business-critical channel, when multiple systems are integrated with the store, or when the internal team wants access to specialist expertise for incidents and troubleshooting.
INGÅR I ALLA RETAINERS
Stride Connect – en smartare retainer.
För att vi ska kunna arbeta proaktivt, fatta datadrivna beslut och skapa största möjliga värde för din Shopify-butik använder vi vår egen app, Stride Connect.
Appen ger oss bättre insikter i butikens prestanda och utveckling, hjälper oss att snabbare identifiera och lösa tekniska problem samt hitta möjligheter till förbättring och tillväxt. Det innebär effektivare support, mindre tid på felsökning och mer fokus på det som driver din affär framåt.
Stride Connect ingår utan extra kostnad och ska vara installerad och aktiv under hela avtalsperioden.
Frequently asked questions
Frequently Asked Questions about Support Retainer
What counts as a support case?
A defined issue where something that previously worked no longer functions as intended. Continued work on the same root problem does not count as a new case.
Is new functionality included?
No. New features, components, integrations, and other further development are quoted separately at a fixed price.
Can you troubleshoot external systems?
Yes, we can troubleshoot and identify where the error lies. If the fix must be performed by the external provider, that provider's work is not included.
Is the response time the same as the resolution time?
No. The response time refers to the first qualified feedback. How quickly the problem can be resolved depends on the nature of the error and any potential external dependencies.
Talk Shopify with Ebba.
Ebba Juslin
Sales & Partner Manager