FAQs

In a subscription, you'll have a set amount of hours/per month. You'll be assigned a pod of developers and an Expert Technical account manager that is available through live chat and video call. Think of this as your extended engineering department. You can use these hours for large or small tasks. These tasks are done through our ticketing system (shown below). If you run out of hours you can purchase more at a discounted rate or wait until renewal. If an emergency happens your pod rushes to make sure it's fixed to not hurt sales in your store.

There are no commitments. You pay month to month. We earn your business every month. Down season? Already got the value you needed from the subscription? You can cancel anytime. No tricks or gimmicks. In the portal, you click your subscription, and press cancel.

How long a ticket takes to get done really depends on the complexity of your ticket and the tier subscription you are on. For context, a 1-day turnaround ticket maybe something like: '' Please add an FAQ section that I can fill out on the product details page''.

You'll be communicating with your pod of developers and your Technical Account Manager. This helps reduce friction to get tickets done. Our Technical Account managers usually step in to help with, Prioritization, Context, or to get further clarity on an issue.

All of our team members are full-time employees. Most have been with SMG for over 5 years. No contractors-ever

We have developer Pods of 5. You will always have one of those 5 developers on your account unless requested otherwise. As the pod gets to know your Shopify store better, you'll notice tickets take less time and less explanation.

We understand hiring a developer has risks that can be very costly to a Shopify Merchant. We want to mitigate that risk by letting you know that we are so confident in our ability to deliver, that if we don't we'll refund you no questions asked. We are picky with who we choose as our customers, and you should be picky with your vendors.

These e-commerce events are as important to us as they are to our merchants. We gear up ready to go to war with you all day/night! We do recommend planning campaigns and efforts at least a month in advance with us.

Yes our packages includes a Shopify Expert who will schedule monthly planning sessions. These planning sessions will discuss best practices and winning tactics being used in the E-commerce / Shopify world. We keep up with all the changes so you don't have to.

Yes we can help you setting up A/B test campaigns. We most frequently use VWO.com since Google Optimize has been deprecated.

No. We use Shopify's GitHub integration to work on a development environment before pushing it to production. This allows breadcrumbs of all things done to production (even by a regular user) and avoids breaking themes that can hurt sales.

We do whats best for our merchants. 90% of the time an app solves an issue with a few adjustments. The other 10% of the time we will code customization, and build editable fields/schemas so you can edit them yourself in the future.

Yes. The majority of our clients have ERPs. We have a good understanding of how to work with your ERP provider to get the best out of Shopify and your ERP.

If you are a current customer, projects must be scoped out. Once scoped we provide an hour estimate, sprint breakdown, and timeline. This is all put into a ticket with a kanban board to track progress. If you are not a current customer, we need to scope out to see if it's a good fit and if we can accommodate the workload. Customers come first.

Yes. If you have a custom Shopify app we can help maintain that as part of your subscription. We will need server access, repository access, and Shopify partners access. *This is an add-on*tore.

We have some amazing headless customers. We offer headless maintenance at an extra charge.

We do not do design. We are happy to work with your designer or recommend one we've worked with in the past. If it's something simple; we can draw inspiration from another site if needed (no designer needed)

Yes, we work with all themes. Custom or Pre-built

Yes. Many of our customers on our Palladium package are operating wholesale stores on Shopify and Shopify Plus