Support & Retainers

Shopify emergency support for Australian stores

For AU DTC and Shopify Plus stores facing a live incident, checkout, integrations, theme or performance. A senior engineer triages fast and fixes the root cause, so you stop losing sales.

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Senior

Engineers only, no juniors on incidents

20+

Shopify builds behind every fix

AU hours

Sydney and Melbourne team

Root cause

Fixed, not patched over

When your store breaks, every hour is lost revenue

Something has gone wrong on a live store and it needs a senior pair of hands now, not a ticket queue.

Checkout is failing

Orders are dropping and you can't tell why. Payments, cart or shipping are misbehaving at the worst possible moment.

An app or integration broke overnight

An update or a third-party sync fell over, and now inventory, orders or data are out of step.

A deploy went wrong

A theme or code change went live and took part of the storefront with it.

The site is buckling under load

A sale or campaign is driving traffic and the store is slow, timing out or crashing.

No dev on hand

Your usual developer has gone dark, or you don't have one, and the clock is running.

You need certainty, fast

You want the real cause found and fixed, with a clear account of what happened, not a guess.

Emergency fix or ongoing retainer?

Emergency support is for live incidents. If you need continuous work, a retainer is the better fit.

Emergency support	Retainer
Best for	A live incident right now	Planned, ongoing work
Response	Immediate senior triage	Scheduled sprint cadence
Focus	Isolate and fix what's broken	Roadmap and improvements
Billing	Hourly or fixed incident fee	Fixed monthly fee
Aftercare	Fix note and prevention advice	Continuous cover and work

Is emergency support the right call?

A fit if

You have a live incident on a Shopify or Shopify Plus store
Checkout, payments or a key integration has failed
A recent deploy, app or theme change broke something
Peak or sale traffic is exposing performance issues
You need a senior engineer on it today, not a queue

Not a fit if

You want a planned build or redesign, see our build services
You need continuous monthly work, a retainer suits better
You're on a platform other than Shopify, we're Shopify-only
There's no urgency and the main question is budget

What emergency support covers

Senior help across the parts of Shopify that tend to break under pressure, and a response model built for speed.

What we fix

Checkout, cart and payment failures
Broken app and third-party integrations
Theme and Liquid errors after a deploy
Performance incidents and crashes under load
Stuck or failed syncs, orders, inventory, customers
Broken tracking, pixels and analytics

How we respond

Rapid triage to confirm scope and severity
Direct line to a senior engineer, no ticket queue
Fixes built on a copy and tested before going live
Root-cause fix, not a temporary patch
Clear comms and a rollback ready the whole time

Technology and integrations

Shopify and Shopify Plus, Liquid themes
Hydrogen and headless storefronts
Checkout extensibility and Shopify Functions
Klaviyo, Meta, GA4, Google and TikTok
ERP, 3PL, subscription and review apps

How an incident runs

A clear path from first call to a healthy store, with you kept in the loop throughout.

Get in touch

You call or book and tell us what broke and when. Minute zero.

Rapid triage

A senior engineer confirms scope and severity, usually within in AU hours.

Diagnose

We reproduce the issue and isolate the root cause, not just the symptom.

Stabilise

Where needed, we apply a safe holding fix to stop the bleeding while we build the real one.

Fix and test

We build the fix on a copy or staging and retest the core flows before anything ships.

Deploy

We ship to production with a rollback ready and confirm the store is healthy.

Handover

You get a short write-up: what broke, what we did, and how to stop it recurring.

How we keep fixes safe

Speed with control, we don't gamble on a live store.

Changes made on a theme copy or staging, never blind on live
High-risk fixes reviewed by a second senior engineer
A rollback plan ready before anything ships
Core flows retested: add-to-cart, checkout, payment, thank-you
Error and Lighthouse checks after deploy
A clear record of every change made

Investment

Emergency work is priced by urgency and scope, confirmed before we start. Typical AUD bands below, scoped after triage.

Severity and how much revenue is at riskComplexity of the issue and the systems involvedOne-off incident or a recurring problemAfter-hours or weekend responseAccess and how quickly we can reproduce it

Single incident

$900–$3,500

One-off fix, scoped after triage

Priority incident

$3,500–$9,000

Complex or multi-system, faster response

Standing priority access

from $1,500/mo

Reserved senior hours and a priority SLA

Emergency support FAQs

As soon as we've confirmed scope. For urgent incidents we aim to triage within during AU business hours.

Yes, for priority incidents. After-hours response is arranged case by case and priced accordingly.

Yes. We fix the breaking issue without ripping out your stack. If an app is the cause, we'll tell you and lay out the options.

You do. Everything we build or change on your store is yours, with no lock-in.

Not blind. We work on a copy or staging wherever possible, test, then deploy with a rollback ready.

You get a short write-up of what broke and how to prevent it. If you want ongoing cover, we can move you onto a retainer.

No. We support both Shopify and Shopify Plus, including Hydrogen and headless builds.

We'll be honest early. If the cause sits outside Shopify, a payment provider, say, we'll tell you and help coordinate the fix.

By severity and scope, quoted before we start. One-off incident fees, or standing priority access for reserved hours.

Related services

Something broken on your Shopify store?

Get a senior engineer on it today. Book a call, tell us what's happening, and we'll triage fast and fix the root cause.

Get emergency help

Store URL What broke When it started