NP SoftTech Shopify FAQ
Maintenance
What is the difference between Shopify maintenance and a support helpdesk?
Maintenance is scoped Shopify delivery time for fixes and improvements on your store. It is not an unlimited consumer-style helpdesk for every business question.
Who this answer is for
Merchants comparing retainers who need clarity on what Shopify maintenance actually means.
How NP SoftTech approaches it
Clear inclusions prevent disappointment. We define ticket types, response expectations and what becomes a project.
Inclusions
Bugs, updates, small enhancements and agreed CRO tweaks.
Exclusions
Large rebuilds and unrelated business advisory.
Backlog
Priorities are set monthly or continuously.
Escalation
Out-of-scope work is quoted separately.
What you get
Hands-on theme, app and storefront care against an agreed envelope.
What you do not get
Unlimited strategy calls, full redesigns or marketing management unless separately scoped.
Why this distinction matters
Misaligned expectations create conflict; written inclusions keep the retainer useful.
Common mistakes to avoid
Treating retainers as unlimited on-demand labour
Hours and priorities still exist.
No backlog owner on your side
Someone must prioritise requests.
Practical next step
A general answer is only the starting point.
Share the request types you expect monthly. We will confirm whether a retainer fits.