Support & Retainers

Shopify App Maintenance for Australian Stores

For AU stores running custom apps, private apps or middleware on Shopify and Plus. We keep them updated, monitored and quick to fix, so an integration failure never becomes a lost weekend.

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20+

Custom Shopify builds shipped

Sub-100ms

TTFB on Hydrogen

90+

Avg Lighthouse at launch

Sydney · Melbourne

AU-hours incident cover

WCAG 2.1 on every launch

Custom apps age quietly, then fail loudly

A bespoke app or integration is only reliable while someone is watching it. Left alone, it drifts, until a deprecation or a dropped sync takes orders down. The goal is simple: catch problems before customers do, and have a named engineer ready when something breaks.

Silent failures

A webhook stops firing or a sync drops, and nobody notices until orders back up in support.

Deprecation deadlines

Shopify retires API versions on a schedule; a missed migration can break checkout or fulfilment overnight.

No one owns it

The freelancer who built the app has moved on, and updates have quietly stalled.

Slow incident response

When something breaks, you are chasing someone to look at it instead of getting a fix.

Security drift

Unpatched packages and stale access tokens widen your risk surface month by month.

Fear of touching it

Nobody wants to update a working integration, so it ages until it fails on its own terms.

What's in scope

Clear lines so nothing falls between us and your team.

Area	Nexly handles	Your team owns
Monitoring & alerts	Set up and run uptime, error and webhook monitoring	Confirm who gets paged, and when
Updates & patches	Schedule and test app, dependency and security updates	Approve maintenance windows
API migrations	Track deprecations and migrate ahead of deadlines	Sign off on any behaviour changes
Incidents	Triage and fix within the agreed SLA	Provide access and a point of contact
New features	Scoped and quoted separately, or via a dev retainer	Prioritise the roadmap

Is this the right fit

A good fit if

You run custom apps, private apps or middleware on Shopify or Shopify Plus
Integrations like ERP, 3PL or subscriptions are business-critical
You want a named team on call, not a shared ticket queue
You would rather prevent incidents than firefight them

Not the right fit if

You only use off-the-shelf apps with no custom code, start with Maintenance & Support
You need a one-off build with no ongoing cover
You are on BigCommerce, WooCommerce or Magento, we are Shopify-only
You want bare monitoring with no engineer attached to it

What app maintenance covers

Monitoring, updates and incident response for the custom code that keeps your store running.

What's included

Uptime and error-rate monitoring on custom apps and services
Scheduled app and dependency updates with regression checks
Incident response with a named engineer during AU hours
Monthly health report and a prioritised fix backlog

Technical deliverables

API version migrations before Shopify deprecations bite
Webhook and job-queue monitoring with retry handling
Security patching for packages and rotation of access tokens
Logging, alerting and a documented runbook per integration

Technology & integrations

Shopify Admin and Storefront API, GraphQL and webhooks
Hydrogen/Oxygen, custom Node and Remix apps and middleware
3PL, ERP, subscription and payment integrations
Klaviyo, shipping, tax and inventory sync connectors

How we run it

A predictable cadence, from first audit to monthly review.

Discovery & audit

We map every custom app, integration and dependency, and flag the risky ones. Week one.

Monitoring setup

Uptime, error-rate and webhook alerts wired to the right people, not a shared inbox.

Baseline & backlog

We agree SLAs, document runbooks and prioritise the fix list together.

Scheduled maintenance

Updates, security patches and API migrations on a set cadence, tested in staging.

Incident response

When something breaks, a named engineer triages and fixes within the agreed SLA.

Monthly review

A health report on what changed, what we caught and what is next.

Controls we hold to

The habits that keep maintenance boring, in the best way.

Every integration has a documented runbook and a named owner
Changes ship through staging with regression checks before production
Alerts route to an on-call engineer, not a shared inbox
API deprecation calendar tracked months ahead of each deadline
A rollback plan for every deployment
Access and tokens reviewed on a set cadence

Investment

Retainer pricing, typical and scoped after a short discovery. Bands below are AUD per month.

Number of custom apps and integrations under coverCriticality and required response times (SLA)Depth of monitoring and update cadenceWhether historical tech debt needs clearing first

Essential

$900–$1,800/mo

Monitoring, patching and light-touch updates for one or two integrations.

Standard

$2,000–$4,500/mo

Proactive maintenance, API migrations and incident response across your stack.

Priority

$5,000–$9,000/mo

Faster SLAs, deeper monitoring and a reserved engineering allocation each month.

App maintenance FAQs

You do. Everything we maintain or write stays yours, in your repositories and Shopify account. There is no lock-in to us.

Discovery and the initial audit usually run in the first week. Monitoring and SLAs are live within the first two to three weeks, depending on access and complexity.

Yes. Onboarding is read-and-monitor first. We change nothing in production until we have mapped it, agreed a plan and tested in staging.

That is the common case. We audit it, document a runbook and take over maintenance. Most of our retainers cover apps other teams originally built.

Anything degrading orders, checkout, sync or data integrity. Response times are set by your band and written into the SLA, so there is no ambiguity when it matters.

Yes. We track the deprecation calendar and migrate ahead of each deadline, so a retired API version never breaks checkout or fulfilment unexpectedly.

It goes through staging with regression checks, then production with a rollback plan. You get a note in the monthly health report on what changed and why.

Yes. We review scope at the monthly check-in and adjust the band as your stack, traffic or SLA needs change. Notice terms are set in the agreement.

New feature builds and larger projects sit outside maintenance. We scope those separately, or roll them into a development retainer if you would rather one arrangement.

Related services

Get your custom apps under proper cover

Book a call and we will audit your integrations, flag the risky ones and scope a maintenance plan around your SLA.

Book a call

Name Email Store URL