E-commerce maintenance and support for Shopify: ongoing or per intervention

Shopify does all the work — or does it?

A common misconception: because Shopify is a hosted platform, there's nothing left to maintain. Is it true that servers, security and core updates are taken care of? Yes. Does that mean your webshop manages itself? No.

I ran two jewellery shops and a webshop for fifteen years — at its peak with a team of twenty people. From that period I know: a webshop is never finished. Your range changes, customers ask for new functionality, apps update and sometimes break your layout, and every season you want to highlight something different.

The question isn't whether you need support, but how best to arrange it: ongoing or per intervention.

Ongoing maintenance: fixed relationship, fixed price

A retainer or maintenance contract means a fixed monthly amount for an agreed number of hours or availability. Typically that starts around €500–1000 per month, depending on the complexity of your shop and how much you expect to need.

Advantages:

• Fast response: someone who already knows your shop solves problems faster than someone who first has to work out how everything fits together.
• Predictable costs: you know what you'll spend, even in busy months.
• Proactive thinking: a fixed partner spots opportunities or problems before you notice them — think conversion optimisation or an app that's about to be discontinued.

Disadvantages:

• Fixed cost: even if you have a quiet month, you keep paying.
• Sometimes less flexible: hours you don't use often expire (depending on the agreement).

Support per intervention: pay for what you need

The other approach: you call or email as soon as something comes up, and pay per hour or per modification. Hourly rates typically range between €100–150; small modifications sometimes get a fixed price.

Advantages:

• No fixed costs: ideal if you need something three times a year.
• Choice each time: you can decide per modification who you bring in.

Disadvantages:

• Longer lead time: someone who doesn't know your shop needs intake time.
• Lower priority: without an ongoing relationship you sometimes queue behind regular clients.
• Unpredictable costs: an apparently simple problem can turn out expensive if the cause runs deeper.

What suits your situation?

Choose ongoing maintenance if:

• You want something adjusted or checked at least a few times a month.
• Your shop has lots of custom code or complex integrations.
• Quick intervention is crucial (think seasonal peaks, launches).
• You want someone who thinks strategically, not just fixes bugs.

Choose support per intervention if:

• Your shop runs fairly standard and contains little customisation.
• You predictably need little help (a few times a year).
• You prefer to keep your budget flexible.

How I approach this at Kattenberg 118 Studio

I deliberately work with one concrete proposal per project: scope, period and fixed price, no surprises. For ongoing collaboration I discuss upfront what you expect (how many hours, what response time, what falls inside or outside the retainer) and propose a monthly amount that fits.

For ad-hoc support I first give an estimate: one hour, half a day, or a fixed amount for the entire modification. You know where you stand before I start.

I have no commercial interest in software partners, so I recommend the platform and apps that suit your situation — sometimes Shopify, sometimes Ghost, sometimes a custom Payload CMS solution, and sometimes no CMS at all because a fast static page works better. That freedom of choice also applies to maintenance: I'll tell you honestly when a retainer is overkill.

Want to talk through maintenance for your webshop?

Whether you have an existing Shopify shop that could perform better, are considering migrating, or simply looking for someone who thinks along without sales talk: we can look at what fits best. More about my approach and practical examples can be found at /studio.