Pricing
$10 an hour. That is the whole price list.
Shopify support experts, billed by the hour at one flat rate. No tiers to outgrow, no per-ticket charge, and 30 days to change your mind and get your money back.
The same rate whether the hour goes on answering merchants, writing your docs, or writing up a bug for your engineer.
The guarantee
30 days. If it is not working, you get your money back.
Handing over your inbox is a real risk, so we carry some of it. Give it a month. If the replies are not up to your standard, say so and we refund what you have paid for that period - no notice period, no argument, and you keep the support docs we wrote.
What the rate covers
Everything, at the same price per hour
There is no channel that costs extra and no feature held back for a bigger plan. You decide how many hours; the work is the same work.
- 24/7 app support across your channels
- Email support in your tone, from your docs
- Live chat while merchants are still in the app
- Social media replies - tweets, DMs, comments
- Bug reports with repro steps, versions and logs
- Helpdesk management: sorting, tagging, clearing the queue
- Your support docs written and kept current
- Weekly summaries and monthly reporting
- QA on a sample of replies, every week
Find out how many hours you actually need
Thirty minutes on your ticket volume and channels, and you leave with a number. The first 30 days are covered either way.
Questions
Before you book hours
What counts as an hour, how many you need, and how the guarantee works.
What exactly costs $10?
Every hour a Shopify support expert spends on your account: answering merchants, writing your support docs, triaging bugs, preparing your reports. One rate for all of it. Nothing is charged per ticket, per channel or per merchant.
How many hours will we need?
It depends on your ticket volume and how many channels you want covered. We estimate it on the call from your existing ticket history, then adjust once real numbers come in - up in a busy month, down in a quiet one.
How does the 30-day money-back guarantee work?
If the support is not up to standard in your first 30 days, tell us and we refund what you have paid for that period. No notice period and no argument about it.
Is there a setup fee or a contract?
No setup fee, no onboarding fee, and no long-term contract. It is month to month, and you can change your hours or stop at any time.
What happens when volume spikes?
You book more hours for that month. Black Friday, a launch, an App Store feature - the rate does not change and neither does the team answering.