Nobody likes to wait, especially during those busy times when you are facing a critical issue or even worse experiencing a high traffic event following a big marketing push.
Our Support Plus membership gives you guaranteed first response to your support questions within 2 hours during normal office hours* 20% off our theme modification services, 20% off our normal hourly rates for larger projects and a detailed monthly SEO report on your store that will help you to outline problems and weak areas in your shops search performance (worth $99). What's more, our support team will help you out with up to an hour of minor changes each month.
Use this service if:
What are the benefits?
For those who do not have an experienced designer or developer on hand this membership plan is here to take the worry away by offering a reliable resource to lean on when dealing with day to day issues that come with running an online store.
Like having someone to help with for those small things that you can't do for yourself but also don't have the budget or enough need to employ your own code savvy team.
*Our office hours are Monday - Friday 9:00am - 6:00pm Eastern U.S time.
Offices are closed on weekends and holidays
Note that if you have big lists of changes that you would like to make to your store it is more than likely that you will need a custom quotation
Isn't support free with my theme?
Yes, free Shopify theme support is provided with all themes. That is limited however, and does not include any edits to the themes that will change the design or features. This service includes small tweaks, a short cut in waiting time and additional benefits.
Who is this for?
This membership is offered to all users of our themes although will be more useful to those who have on-going needs for small changes on an ad-hoc basis that can not invest in their own staff or carry out those edits themselves and would prefer the assistance of the theme developer to ensure quality.
What is a minor tweak?
A minor or small tweak would be considered a small change to the aesthetic or operation of your theme. This could include assistance in getting your content looking right or changing the colors of specific links in your header. If you have a specific need, ask a member of our team who will be happy to explain.
What if I need more than an hour?
The membership comes with an hour of assistance with editing / small tweaks, we track time spent and know where we are and will advise you as to what is needed. In some cases where possible we will try to do our utmost to over deliver but can not always guarantee this.
Member ship includes discounted rates on our hourly and modification services so we will incorporate this into a quote for any additional time needed.
Can we change or substitute the membership benefits?
At this time we have preset the features of this plan based on our observations, research and knowledge of Shopify merchant needs gained from our extensive theme support experience.
Those can not be exchanged for other services or removed to create alternate price structures. As our membership options evolve switching between plans will be an option offered to all.
I joined but want to cancel?
No problem, your commitment is month to month. You may cancel any time after your first month. Your billing and charges will stop at the end of the current month at the time of cancellation.
What if I have more than 1 Shopify store?
A membership covers a single Shopify store in the same way that your theme is licensed to 1 single store. If you have multiple stores we can offer a discounted plan based on the number of stores you have although a minimum term would apply. Contact us for details.
We are an agency, can we use this?
Yes, however membership is per store and so can not be used on more than one at a time (see above). We work with many agencies but do require transparency on your part with your client in order to authorise our access to any areas in the admin.
What if I change or update my theme?
No problem, the membership is attached to your store so we will continue to work with no breaks, our services do only cover our own themes however so a theme from another provider would be beyond the scope of our services.
What if I am not happy with the work or your services?
We want you to be happy, we do not set out to create or benefit from issues that may be caused and certainly do not want you to have any regrets. We have a good team of solid human beings who care about what they do.
We always communicate via email to make sure things don't get forgotten and can be tracked to completion but much can still be lost in translation.
If you do feel that you would like to make a complaint we invite you to do so that we can work with you to find an amicable resolution.
