Ongoing support gives a Shopify team a consistent technical owner for storefront changes and incidents. It can follow a Five Acre Code theme project or begin with an audit of an existing store.
Common support work
Theme bugs and regressions
Broken layouts, variant behavior, cart issues, template errors, browser-specific defects, and problems introduced by content, apps, or recent releases.
Theme and app updates
Assess a vendor theme update, inventory customizations, move required work forward, and verify that storefront apps still integrate cleanly.
Campaign and merchandising work
Landing templates, promotional sections, navigation changes, product storytelling, collection presentation, and scheduled storefront releases.
Performance investigation
Use Shopify Web Performance data, representative storefront testing, and code/app review to identify the responsible layer before changing it.
Accessibility improvements
Address scoped keyboard, focus, semantic, labeling, contrast, responsive, and motion issues without claiming a one-time guarantee of legal compliance.
Technical planning
Evaluate themes, app replacements, Online Store 2.0 upgrades, content models, integrations, checkout requirements, and release sequencing.
How requests are handled
We first identify the affected store, theme, template, browser/device, customer context, app, and recent change. Work is prioritized by security or privacy risk, inability to purchase, broad storefront availability, material checkout impact, and then ordinary defects or enhancements.
An active support agreement defines included capacity and any response targets. Without one, requests are evaluated as new scoped work and scheduling is not guaranteed. Response targets describe acknowledgement or triage—not guaranteed resolution—unless a signed service level expressly says otherwise.
Safe maintenance practices
- Preserve the initial failure evidence before changing code, app configuration, content, or the live theme.
- Use least-privilege Shopify collaborator or Theme Access credentials rather than shared owner passwords.
- Develop in a development or unpublished theme unless the merchant approves a documented emergency change.
- Use source control and Shopify's GitHub integration when they fit the store's workflow and access model.
- Run Theme Check and focused regression tests appropriate to the change.
- Publish with merchant approval, release notes, and a rollback path.
- Remove or reduce access when the engagement no longer requires it.
Support boundaries
Theme support does not automatically include Shopify account administration, platform fees, paid app or theme licenses, content production, photography, copywriting, brand design, SEO guarantees, legal compliance certification, tax advice, payment-provider support, carrier support, or work inside third-party systems that have not been included in writing.
Shopify, browser, theme-vendor, and app-provider incidents can affect the storefront outside Five Acre Code's control. We can investigate, document, coordinate, or implement an available workaround, but cannot guarantee another provider's timing or behavior.
Review the full Shopify Services Support Policy and Store Access and Client Responsibilities before granting access.
Start support
Send the store URL, theme name/version, issue or backlog, business impact, recent changes, desired timing, and whether you need one-time work or ongoing support. Contact Five Acre Code.