O suporte Shopify tem SLA definido?

Sim. Dependendo da modalidade contratada, o SLA de resposta varia de 4h a 24h. Urgências com impacto direto em vendas têm prioridade de atendimento.

O que está incluído no suporte técnico Shopify?

Correção de bugs em Liquid, JavaScript e CSS, diagnóstico de conflitos entre apps, manutenção preventiva de tema, ajustes em webhooks e integrações, e monitoramento de erros no checkout.

Vocês dão suporte a apps de terceiros?

Sim. O suporte inclui diagnóstico de conflitos causados por apps, identificação de scripts problemáticos e, quando necessário, comunicação com o suporte do app ou substituição por solução alternativa.

Como funciona o atendimento de emergência?

Situações de emergência — checkout quebrado, loja fora do ar, perda de funcionalidade crítica — são tratadas com prioridade máxima, com retorno imediato via WhatsApp e início do diagnóstico em até 1h.

Shopify Support

Shopify technical support with real diagnosis and fast response.

Bug fixes, app conflicts, preventive maintenance and structured support for Shopify stores that can't wait hours for a generic response.

Direct support from a Shopify specialist — no ticket triage, no template responses.

Request free diagnostic Talk on WhatsApp

Service Scope

What is included in Shopify technical support

Direct technical support for fixes, maintenance and stability — focused on real impact on store operations.

Bug fixing & diagnosis

🔍

Store technical diagnostic

Complete mapping of bugs, conflicts and instabilities — with a prioritized report by impact.

🔧

Liquid and JavaScript bug fixes

Identification and correction of rendering errors, pricing logic, variants, filters and navigation.

⚡

App conflict diagnosis

Identification of conflicting scripts, duplicate API calls and unexpected behaviors caused by installed apps.

💳

Checkout monitoring & fixes

Validation errors, fields with incorrect behavior, shipping and payment integrations with failures.

Maintenance & stability

🛡️

Preventive theme maintenance

Periodic code review, identification of deprecated Shopify APIs and updating critical dependencies.

🔗

Webhook & integration support

Failure diagnosis in synchronization with ERP, marketplace, shipping systems and CRM platforms.

📱

Responsiveness & CSS fixes

Layout adjustments on mobile and tablet, visual breaks after updates and cross-browser inconsistencies.

📊

Tracking script review

Verification and correction of GA4, Meta Pixel, TikTok Pixel and other analytics scripts installed in the theme.

Process

How technical support works

Each request follows a structured process — from report to diagnosis, from fix to validation, without skipping steps.

Structured report

Problem description, environment, expected vs. observed behavior and screenshots or video when needed.

Technical diagnostic

Code analysis, error console, network and staging behavior. Root cause identification.

Staging fix

Solution implementation in development environment with functional tests before any deployment.

Validation and deployment

Final review, regression tests and production deployment with post-deploy monitoring.

Documentation

Technical record of root cause, applied solution and guidelines to prevent recurrence.

Who it's for

Store profiles that benefit most

Specialized technical support makes the most difference in operations that have passed the initial phase and need consistent stability.

🏪

Actively operating stores

E-commerce stores with daily order volume that can't afford to have bugs without fast, documented resolution.

📦

Operations with multiple apps

Stores that have accumulated apps over time and start experiencing conflicts, slowness and unexpected behaviors.

🔄

Stores with complex integrations

Operations integrated with ERP, WMS, marketplace or B2B tools that need continuous technical monitoring.

Other Shopify services

Complementary services for your store

Development

Shopify Development

Theme customization, custom sections, private apps and functionality that goes beyond what a generic app delivers.

Learn more

Performance

Speed and PageSpeed

Technical Core Web Vitals audit, script, image and app optimization to improve LCP, CLS and mobile conversion.

Learn more

Overview

Shopify Specialist

Complete overview of available services for Shopify stores — support, development, speed and technical strategy.

See Shopify page

FAQ

Questions about Shopify support

Frequent questions about scope, SLA, support and how technical support works for Shopify stores.

Send another question

Does support have a defined response SLA?

Yes. Depending on the contracted plan, the initial response SLA ranges from 4h to 24h on business days. Emergencies with direct impact on sales — broken checkout, store down — have maximum priority with immediate WhatsApp response.

Do you handle third-party apps too?

Yes. Support includes conflict diagnosis caused by apps, identification of problematic scripts, app integration adjustments and, when needed, communication with the vendor support or recommendation of a better alternative.

How is the change history tracked?

All changes are made with Git version control, with descriptive commit and documentation of root cause and solution. This ensures complete traceability and facilitates any future review — including by another professional.

Does support cover Shopify Plus stores?

Yes. I support Standard, Advanced and Shopify Plus stores, including support for Plus-exclusive features like Checkout UI Extensions, Scripts, Launchpad and APIs restricted to the Plus plan.

How to start technical support?

The first step is the free technical diagnostic — no commitment. From the diagnostic, the scope, support model (one-time, monthly or project) and timeline are defined. In urgent cases, support can start immediately after the initial alignment.

Next step

Does your Shopify store need
specialized technical support?

Request a free diagnostic and understand which technical points are causing instability, bugs or conversion loss in your store.