Shopify offers two support tiers: Standard Support and Shopify Plus Support. Here’s a quick summary to help you decide which one fits your business:
- Standard Support: Great for small to medium-sized businesses. It includes live chat, email, and phone support for basic store setup, troubleshooting, and general assistance during business hours.
- Shopify Plus Support: Designed for larger, enterprise-level businesses. It offers 24/7 priority support, a dedicated Merchant Success Manager, advanced technical help (e.g., custom checkout, API integrations), and an emergency support line.
Quick Comparison
| Feature | Standard Support | Shopify Plus Support |
|---|---|---|
| Support Hours | Business hours | 24/7 priority access |
| Response Time | Standard queue | Priority queue, immediate escalation |
| Dedicated Support | General support team | Dedicated Merchant Success Manager |
| Technical Support | Basic assistance | Advanced specialists for complex needs |
| Custom Development | Limited | Extensive custom solutions |
| Emergency Support | Not available | Dedicated emergency line |
When to Upgrade: If your business is scaling, requires advanced customizations, or operates across multiple markets, Shopify Plus Support may be a better fit.
This guide breaks down these differences in detail to help you choose the right support level for your needs.
What is the Main Difference Between Shopify and Shopify Plus?
Shopify Standard Support Basics
Shopify’s standard support package helps merchants manage their online stores with essential services designed to keep their e-commerce operations running smoothly.
Contact Methods and Hours
Merchants can reach Shopify support through live chat, email, or phone. This variety of contact options ensures help is available whenever technical issues or questions come up.
Support Coverage
The support team assists with routine tasks, store setup, basic customization, and provides training to improve store performance. Additionally, Shopify offers a range of resources to help merchants manage their stores efficiently. While this level of support covers most basic needs, businesses with more advanced requirements might need to explore higher-tier solutions.
Best Fit Businesses
This support package works well for small or growing businesses with straightforward operations. Companies that need more advanced customization or have complex demands may find upgrading to Shopify Plus a better fit. Understanding these basics helps clarify what Shopify Plus Support can offer beyond the standard package.
Shopify Plus Support Services
Shopify Plus provides tailored support services designed for enterprise-level merchants, ensuring smooth and efficient scaling.
Merchant Success Manager Role
Each Shopify Plus merchant is assigned a dedicated Merchant Success Manager (MSM). This person helps with strategic planning, performance optimization, launch coordination, and regular check-ins.
"Our account manager is always incredibly fast (usually same day) with any edits or changes that we have."
In addition to strategic guidance, Shopify Plus ensures quick resolution of any issues that arise.
24/7 Priority Support
Shopify Plus offers round-the-clock priority support, which is especially critical during high-traffic events or emergencies. This service provides:
- A dedicated emergency support line
- Priority placement in the support queue
- Direct access to senior technical specialists
- Immediate escalation for urgent issues
"I had an emergency issue with my website and they were there to help in an instant. They quickly identified the problem and fixed it, getting my site back up and running in no time. Their team is professional, efficient, and incredibly knowledgeable. I was impressed with their quick response time and their ability to resolve the issue so quickly. I can’t thank them enough for their help."
Technical Support Capabilities
The technical support offered by Shopify Plus extends to advanced features like custom checkout development, API integrations, automation, and handling complex multi-market setups.
For merchants needing additional expertise, certified partners such as E-commerce Dev Group provide extra services like custom development, performance tuning, and specialized Shopify Plus solutions.
"Their emergency support is top notch. I had an issue with my site in the middle of the night and they were there to help. They resolved the issue quickly and efficiently. I couldn’t ask for better service."
Standard vs Plus Support Comparison
This breakdown highlights the differences between Standard and Plus support, focusing on features and how they cater to growing businesses.
Support Features Table
| Feature | Standard Support | Shopify Plus Support |
|---|---|---|
| Support Hours | Business hours | 24/7 priority access |
| Response Time | Standard queue | Priority queue with immediate escalation |
| Dedicated Support | General support team | Dedicated Merchant Success Manager |
| Technical Support | Basic store assistance | Advanced technical specialists |
| Custom Development | Limited | Extensive custom solutions |
| Emergency Support | Not available | Dedicated emergency line |
Response Time Differences
The response time is a key distinction between Standard and Plus support. Standard support operates on a regular queue system, which can sometimes result in delays. In contrast, Shopify Plus merchants benefit from priority queues, ensuring their issues are addressed immediately. For critical problems, Plus support offers direct access to senior specialists and a 24/7 emergency response line, reducing downtime and keeping operations running smoothly.
Custom Development Support
Shopify Plus support offers advanced development options that go beyond basic assistance. These include:
- Custom Checkout Development: Create tailored purchasing processes for a unique customer experience.
- API Integration: Connect systems seamlessly for enhanced functionality.
- Automation Solutions: Simplify and optimize business workflows.
- Multi-Market Setup: Get support for managing complex international operations.
These advanced development tools allow businesses to build shopping experiences tailored to their needs, helping them scale efficiently and stand out in competitive markets.
When to Upgrade to Plus Support
Shopify Plus offers advanced technical and development support, making it a smart choice for businesses that have outgrown standard options. Here’s when it might be time to make the switch:
Growing Business Demands
If your business is scaling quickly, you may notice the need for more robust support. Signs include higher revenue, more transactions, and an expanding product catalog. According to E-commerce Dev Group, which works with hundreds of Shopify merchants, growing businesses often find enhanced support essential to keep up with their needs.
Advanced Customization
When your store requires more complex features like automated workflows or custom checkout options, it’s time to consider upgrading. Shopify Plus support connects you with technical experts who can help build and maintain these solutions. As your business grows and diversifies, these customizations can help you tackle challenges like entering new markets.
Managing Multiple Markets
Operating across multiple regions or storefronts brings its own set of challenges, from navigating different regulations to handling various payment systems. Shopify Plus support is designed to simplify these complexities. With a dedicated Merchant Success Manager, you’ll get personalized guidance to streamline operations, ensure compliance, and manage international growth effectively. This level of support can be a game-changer for businesses expanding globally.
Summary and Next Steps
Choosing between Shopify’s standard and Plus support depends on factors like your business size, technical requirements, and growth plans. As highlighted by E-commerce Dev Group, businesses managing multiple storefronts or needing more advanced technical support often benefit from upgrading.
To figure out what works best for you, consider these steps:
- Track Current Support Usage: Look at how often you use support and identify recurring problems.
- Review Technical Needs: Determine if you require advanced customizations or integrations.
- Plan for Growth: Think about your expansion goals and any future technical demands.
These steps will help you make a well-informed decision based on the comparisons shared earlier.
"After OneNine took over one of my client’s website portfolios, we’ve seen each site’s speed increase by over 700%. Load times are now around a second. They are very affordable, with exceptional communication, and it always feels like we’re getting MORE than what we’re paying for." – Ernest Chapman, Marketing Strategist
For additional guidance, Shopify partners like E-commerce Dev Group can perform store audits to help you decide if Shopify Plus support fits your needs. They also offer extra support services that complement both standard and Plus support, ensuring your store runs smoothly.
"Their emergency support is top notch. I had an issue with my site in the middle of the night and they were there to help. They resolved the issue quickly and efficiently. I couldn’t ask for better service." – Blake Riley, IT Manager
As your business grows, your support needs may change. Keep track of current challenges and future requirements to choose the best support tier for your store.
