Maintenance & Support Plans
How do I submit a maintenance support request?
You submit it through our online support ticket form, accessible via the Contact page on our website or chat with Zumi @Triforte to create a support ticket. Once submitted, our team typically responds within 2 to 4 hours with an update or resolution ...
What if my support request turns out to be more complex than expected?
If, once we look into it, a request is more involved than routine maintenance — say it actually requires new development or a third-party integration — we'll send you a separate quote for that portion before continuing, so you always know what you're ...
Does the maintenance plan include minor design adjustments?
Yes, small design tweaks — like periodical updates, adjusting spacing, swapping an image, or tweaking a section layout — are included as part of standard maintenance coverage. Larger design overhauls or a full revamp would be treated as a separate ...
Can I switch from a maintenance plan to an Incident Pack, or vice versa?
Yes — you're not locked into one model. If your support needs change (say, you go from needing frequent help to only occasional fixes, or the other way around), just let us know and we can help you move between a monthly maintenance plan and ...
Does the maintenance plan cover fixing issues caused by third-party apps?
General troubleshooting and bug fixing related to how your store is behaving is covered, but the full integration or setup of a third-party app or its API is outside the standard maintenance scope and would be quoted as a separate piece of work.
What's the difference between Recurring Invoice and Subscription Plan payments?
Recurring Invoice means you receive a fresh invoice at the start of each billing cycle and have 7 days to settle it manually (online or bank transfer). Subscription Plan means your registered card is charged automatically each cycle with no manual ...
How do I pay for my Maintenance & Support plan?
You can choose between a Recurring Invoice (a new invoice issued each billing cycle, payable within 7 days via online payment or bank transfer) or a Subscription Plan (automatic payment through your registered credit card each billing cycle) — ...
Can I change or cancel my maintenance plan?
Yes — the plans are designed to be flexible. You can upgrade to a higher tier, downgrade, or cancel altogether, provided you give 30 days' notice so we can wind down the arrangement properly on both sides.
Can you help me upload new products under the maintenance plan?
Yes, product uploads (along with banner updates, blog posts, and general content edits) are a standard type of request covered under your maintenance plan with a monthly limit, submitted the same way as any other support ticket.
Is my first ad campaign setup free under the maintenance plan?
Yes — your first Google Ads and Meta Ads campaign setup is provided free as part of getting your store started. Ongoing management, optimization, and additional campaigns after that initial setup are billed as a separate service.
What services are NOT covered under the Maintenance & Support plan?
A few things sit outside standard maintenance: writing business proposals or sales/marketing copy, all paid advertising services beyond your first free ad setup, third-party app or API integrations, Shopify POS setup and implementation, and mobile ...
Can I request urgent support for a store error?
Yes — urgent issues like a broken checkout or a site error get priority handling. We typically respond within 2–4 business hours for these, and keep you posted until it's resolved, since we understand these kinds of issues directly affect your sales.
Is complex development work covered under the maintenance plan?
No — complex development, such as building an entirely new feature or a significant custom integration, sits outside the standard maintenance scope. If a request turns out to be more involved than routine maintenance, we'll flag it and provide a ...
How quickly will my maintenance support request be answered?
Our team responds to support tickets within 2 to 4 hours, and we keep you updated on progress and an estimated resolution time so you're not left wondering what's happening with your request.
What counts as a 'support request' under a maintenance plan?
A support request is any specific, defined task — for example uploading a batch of new products, fixing a broken layout, updating a promotional banner, or adjusting text on a page. You submit these through our online support ticket system, and we ...
Do I need a maintenance plan if my store is already live and working fine?
It's still worth considering, because Shopify and third-party apps update frequently, and a theme or app that works fine today can break — or start looking outdated — after an update you didn't even know happened. A maintenance plan means someone is ...
What does the Shopify Maintenance & Support service include?
It covers the ongoing upkeep your store needs after launch: theme and app updates, bug fixing, product and content updates (new products, banners, blog posts), regular store backups, consultation with our team, and minor design adjustments. The goal ...