A prioritised queue, a stated response, an agreed scope, and a clear line between plan work and project work. Quoted separately from any build.
Unlimited arrangements are either unprofitable or unhonoured.
Monthly support here is a stated outcome, delivered through a queue you can see and reprioritise. It is not an insurance policy against everything that might happen to a store.
Each plan states what it is responsible for, how many workstreams run at once, and how quickly you hear back. Work is drawn from a shared queue in the order you set, not the order it arrived. If something urgent lands mid-month it goes to the top and something else moves down, which is a conversation rather than a surprise.
That structure exists because the alternatives fail predictably. An unlimited plan is priced for the average client and then rationed quietly for the ones who use it. A plan sold by the hour turns every request into a negotiation about a stopwatch instead of a decision about the store.
Support is quoted separately from any project, and taking one has never been a condition of the other. Plenty of stores take a build, a handover and nothing else.
The line is drawn on size and risk, not on goodwill.
| Kind of work | Inside a monthly plan | Quoted as a project |
|---|---|---|
| Store changes | Merchandising, content, template and section changes within the agreed scope | A template set rebuild, a redesign or a catalogue restructure |
| Technical maintenance | Theme and app updates, broken-journey fixes, performance checks and monitoring | Replatforming, a migration or a new integration built from scratch |
| Conversion and SEO | Incremental improvements, tracked changes and measurement upkeep | A full diagnostic programme or a structural SEO project |
| Integrations | Configuration, monitoring, and repair of integrations already in place | New middleware, new data flows or a new system of record |
| Support | Answering store questions and investigating faults on UK working days | Out-of-hours cover, which is arranged explicitly and priced separately |
Where a request is close to the line, it is scoped before it starts, so the choice between taking it into the queue and quoting it as a project is yours.
Response time and delivery time are different promises. Both are stated.
Two numbers get confused in most support agreements: how long before a person looks at it, and how long before it is fixed. They are quoted separately here.
Requests are picked up on UK working days. Cover outside them is a separate arrangement, and a plan that does not include it says so rather than implying it.
A store that cannot take an order is not the same as a banner that is the wrong colour. The queue distinguishes them, and you set the order of everything below the first category.
You see what shipped, what it changed and what is still in the queue. The report is a list of outcomes, not a timesheet, because a timesheet tells you what we did rather than what the store gained.
Access, documentation and the working records stay with you. Nothing is held in an account only we can reach, and there is no exit period designed to make leaving inconvenient.
The part of a plan that is invisible until it is missing.
Part of every month goes on maintenance that nobody requests, because it is cheaper than the failure it prevents.
Findings go into the same queue as everything else, with a recommendation and a scope rather than an automatic decision made on your behalf.
Published starting figures in GBP and USD, excluding VAT.
Quoted separately from project work
Per month
From £399From $525
Monitoring, routine technical care and platform updates, plus small edits to text and images already on the site. New pages and substantial feature development are quoted as project work.
Starting price
Per month
From £1,250From $1,650
A live improvement programme on one site. You set the priorities each month, we work the queue in order, and the month closes with what changed and what it did.
Starting price
Per month
From £3,000From $4,000
Continuous delivery across an agreed portfolio, with planning ahead of the work rather than a queue you have to keep feeding.
Starting price
Plans are month to month after onboarding, or on a stated initial term where the scope is larger. What each plan is responsible for is set out in writing before the first month.
Yes, and most support work here is on stores built elsewhere. It starts with a review of the theme, the apps and the integrations so the first month is not spent discovering the store at your expense.
A quiet month is a good month: the routine maintenance still runs and the queue is used for the improvements nobody has had time to ask for. If quiet months become the pattern, we will say so and suggest a smaller plan rather than keep billing for one you have outgrown in the other direction.
Yes, subject to the notice in the agreement. A plan that cannot be paused when a business is quiet is a plan designed for the supplier, and it produces exactly the resentment you would expect.
Standard plans cover UK working days. Cover outside them, including peak trading, is arranged separately and priced separately, because pretending otherwise only becomes a problem on the one weekend it matters.
The list of things nobody has got to is the fastest way to work out whether a plan is worth taking, and which one.
