ComergentSupport that doesn’t wait for business hours.
Four studios across four time zones mean a real person on the Qressy team is reachable around the clock — not a ticket queue that resets at 9am.
- 4
- Studios across Hyderabad, Vancouver, Auckland, and Manchester
- 99.9%
- Shopify Plus uptime SLA on checkout availability
- 24/7
- Coverage window across our time zones, not a single office's business hours
Support built around when things actually break
Timezone-aligned coverage
Hyderabad, Vancouver, Auckland, and Manchester overlap to cover a full day, so you're rarely waiting on the next business morning.
Incident response
Site-down and checkout-breaking issues get triaged first, with a real engineer, not a bot reading a script.
Proactive monitoring
We watch for app conflicts, broken integrations, and performance regressions before they become outages.
Direct access to your team
A shared channel with the people who actually built your store, not a rotating support-desk queue.
Clear response expectations
Priority-based response targets, so you know what to expect before something breaks, not after.
Post-launch retainers
Ongoing support plans for bug fixes, seasonal updates, and new features after go-live.
Support questions we hear often
Shopify Plus merchants get priority access to Shopify's own Plus Support Advisors. Standard Shopify plans have 24/7 chat and email, but it's largely AI-assisted first-line support. Either way, that's support for the platform itself — it doesn't cover your specific theme, apps, or custom code, which is where an agency retainer comes in.
Shopify publishes a 99.9% uptime SLA on Checkout Availability and the Storefront API for Plus merchants — meaning the platform itself is built for very high availability, though your specific theme, apps, and integrations can still introduce issues outside Shopify's own guarantee.
It should be spelled out by priority level — a site-down or checkout-breaking issue (P1) deserves a response within an hour, anytime, not just during one office's business hours. Lower-priority requests can reasonably take longer. If an agency won't commit to specific numbers, that's worth asking about directly.
If your team or customers span the US, Europe, and Asia-Pacific, a support team in a single timezone means half your day runs on a delay. Studios spread across regions close that gap, so issues get looked at closer to when they happen instead of queued overnight.
Support pairs with everything we build
Ready for support that's actually there when you need it?
Tell us about your current setup and we'll come back with a scoped support plan.