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2024 Shopify Ongoing Support Programs

For 2024, we're providing more predictability in the support levels that we provide our clients.  We now have three tiers of support to suit your store's needs.

Why choose a monthly support program?

  • JadePuma will help you maintain a critical eye on constantly improving your store.
  • If you know that you’ll need ongoing services throughout the year, but don’t want to hire a full-time team, our retainer program is perfect for you.
  • You get a discounted rate compared to our normal hourly rate and a la carte rates.
  • You have peace of mind with a guaranteed amount of work each month.
  • You can easily manage a consistent budget every month by paying a set amount each month for the duration of your contract and don’t have to worry about fluctuating fees.
  • You’ll get access to a professional strategic design and development team without the overhead costs of an employee.

Our 2024 Support Programs

Premier

Standard

Ala Carte
Hours per month in retainer 8 4 0
Hourly Rate (beyond quota above) $125 $135 $150
Hourly Rate - Emergencies / After Hours 1.5 X 1.75 X 2 X
Minimum Billing N/A N/A 30 Minutes
Support Priority Front of the Line Behind Premier As Available
Can schedule strategy / consult meetings with JadePuma Yes Yes Yes
Scorecard Reporting Provided Yes Yes No
JadePuma keeps change history of theme in GitHub Yes Yes No
Monthly Strategy Meeting Yes No No
Creation and maintenance of Marketing Calendar Yes No No
Setup and manage Hotjar for monitoring customer interactions Yes No No
Free access to JadePuma's online training courses Yes No No
Free access to JadePuma's paid apps (upcoming) Yes No No
Monthly Fee $950 $500

 

In today's digital age, having a strong online presence is essential for any business. And when it comes to e-commerce, there's no better platform than Shopify. With its user-friendly interface and powerful features, Shopify allows businesses of all sizes to sell their products online with ease.  However, running a successful Shopify store can be time-consuming and overwhelming, especially if you're not familiar with the platform. That's where our Shopify retainer program comes in.

Our retainer program is designed to provide your store with ongoing support and guidance as you navigate the world of e-commerce. With a dedicated team of Shopify experts at your disposal, you'll have the resources and expertise you need to make constant improvements and take your store to the next level.

Here's what our retainer program includes:

  • A set number of hours each month that you can use for any of the services we offer, including theme customization, product setup and management, marketing strategy, social media management, SEO, Google Merchant setup, support for content creation, and email marketing.
  • Priority support, so you can get the help you need as soon as possible.
  • Monthly check-ins with your dedicated team to discuss the progress of your store and address any concerns or questions you may have.
  • Access to our team of experts, who have years of experience working with Shopify stores and are always up-to-date with the latest features and best practices.

With our retainer program, you'll have the support you need to grow your online store and reach your e-commerce goals. Whether you're just starting out with Shopify or you're looking to take your store to the next level, we can help.

So why wait? Sign up for our retainer program today and start building the online store of your dreams. We can't wait to work with you and help your business succeed.

Frequently Asked Questions

General

Any of the types of support and services that we provide are included in our retainers. Typical support includes:

  • A/B testing CRO initiatives
  • evaluating customer interactions
  • building new sections of the site
  • adding new functionality to the store
  • creating a new landing page
  • creating a new infographic
  • and more

No, unused hours expire at the end of each month. This is to ensure that we can allocate time for your projects each week and plan our workload accordingly.

We're not big on red-tape, so there is no minimum commitment - it's just month-to-month. Our only rule is that if you cancel sometime during the year, you can't rejoin later in the year.

Invoices go out at the beginning of the month.

Each monthly invoice includes a summary of work done in the previous month. Reporting will show the number of hours spent on each ticket.

You can create a new support ticket at any time at https://help.jadepuma.com/support/home. Let us know if you don't have an account or want to add a member to your team.

We just bill you at your Hourly Rate for any hours beyond your quota.

Premier Program

Your work gets handled before all Standard and Ala Carte clients, even if your request came in today and there's came in three weeks ago. You're a VIP.

We'll meet at the beginning of the month in a recorded, online meeting. The agenda will typically include:

  • Reviewing last months scorecard
  • Reviewing customer feedback like exit surveys and screen captures
  • Review the marketing calendar
  • Determine the projects for this month

Many clients tell us that our advice in this meeting is the most valuable service we provide.

Ala Carte Program

Maybe. We do our best to respond to Ala Carte support requests. But that will only happen if we have available time after servicing our Premier and Standard clients.

Ala Carte projects can be moved up in priority if requested by you. It will be subject to the 'Emergency' hourly rate shown in the Support Programs table above.

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