Support and SLA services

Ongoing Shopify support with SLAs you can rely on

A live store is never finished: apps update, integrations break, campaigns need building, and occasionally something goes down at the worst possible moment. Starcodia provides ongoing Shopify support backed by clear SLAs, so when something matters you know exactly how fast it gets attention, and the routine work keeps your store improving between incidents.

What our SLAs define

An SLA is only useful if it is specific. Ours set response and, where applicable, resolution targets by severity:

  • Critical — revenue-stopping (checkout or site down, payment failures): fastest response, worked until trading is restored.
  • High — a key feature broken but sales continuing: prompt response, prioritized fix.
  • Medium / low — minor bugs, cosmetic issues and enhancements: scheduled into the normal work queue.

We separate response (when we start) from resolution (when it is fixed), and are explicit where a fix depends on a third party, so the commitment is honest.

What support covers

Beyond incidents, ongoing support covers everyday store operations: bug fixes, theme and content changes, app configuration and updates, integration monitoring and maintenance, performance checks, and small development tasks. It is the difference between a store that is maintained and one that quietly degrades until something breaks.

Proactive monitoring, not just reactive tickets

The best incident is the one your customers never see. We monitor uptime, critical flows like checkout, and error rates, so problems, a failing payment gateway, a broken integration, a spike in errors after an app update, can be caught and fixed before they cost sales. When a critical incident does happen, we acknowledge within the SLA, communicate status, restore trading (rolling back a change if that is fastest), and follow up with a root-cause note and prevention.

Engagement models

Most clients run a monthly retainer sized to their store's complexity and rate of change, covering a block of support and development time plus monitoring, with priority SLA response. Lighter needs can be met with ad-hoc support without guaranteed SLAs. We recommend the model that matches how business-critical and how frequently changed your store is. Engagement detail sits alongside the pricing page.

Discuss ongoing support

Tell us your store's size, the systems it depends on, and how critical uptime is, and we will propose a support model and SLA that fit.

Discuss support and SLAs

Frequently Asked Questions

A response time and, for defined issue types, a resolution target, by severity. A critical issue (checkout down, site offline) carries the fastest response; minor issues have longer windows. It is important to distinguish response (when we start) from resolution (when it is fixed), because some fixes depend on third parties; a good SLA is explicit about both.
By business impact. Critical is revenue-stopping (checkout or site down, payment failures); high is significant but not stopping sales (a broken key feature); medium and low cover minor bugs and cosmetic or enhancement requests. Severity sets the response target, so the urgent things get attention first.
Typically a monthly retainer sized to your store's complexity and change rate, covering a block of support and development hours plus monitoring, with priority SLA response. For lighter needs we offer ad-hoc support without guaranteed SLAs. The right model depends on how business-critical your store is and how often it changes.
Both. Reactive support handles what you report, but we also monitor uptime, key flows and errors so we can catch issues, like a failing checkout or a broken integration, before they cost you sales, ideally fixing them before you notice.
We acknowledge within the SLA window, triage impact, communicate status, and work the fix, rolling back a recent change if that is the fastest safe route to restore trading. Afterwards we document the cause and the preventative action so the same incident does not recur.