Adobe Commerce support
Magento and Adobe Commerce support
Most of the commerce platforms we run came to us already built, usually when a support arrangement stopped working. That is how the Aelia Duty Free engagement started: a takeover from a previous partner, triage before features, and it has been trading across airports in two countries since 2021. We are not trying to sell you a rebuild.
What support actually covers
Taking over a platform someone else built
The most common way we start. It begins with an audit, not a rebuild: what is deployed, what is customised, what is undocumented, and what breaks if it is touched. Only once the platform is safe to change does anything else happen. An agency that insists on rebuilding before it will support you is solving its own problem rather than yours. Where the inherited platform is genuinely in trouble, that is project rescue and we scope it differently.
Security patching, including the out-of-band kind
Adobe now ships emergency hotfixes alongside its scheduled bulletins, and they are not the same release. Applying the routine September update did not close CVE-2026-75650, which was being actively exploited at the time. Knowing which applies, and applying it the same day, is the job. We wrote up how that one played out, including the trap most coverage missed.
Incident response with agreed times
A store down or a checkout failing is not a ticket that waits for business hours, and response times should be written down before you sign rather than implied afterwards. Duty free set that bar for us: a storefront unavailable at a departure gate has no tolerance at all. The question worth asking any provider is what happens at 9pm on a Saturday, because that is when the last serious Magento disclosure landed.
Version upgrades, scoped as projects
Upgrades are not routine maintenance and pretending otherwise is how they get deferred until they are urgent. The distance you are behind decides whether this is a fortnight or a quarter. We will tell you which before you commit budget, and we will tell you when the upgrade is not what will fix your actual complaint. More on Magento upgrades.
Performance work, measured first
Slow Magento is usually an unindexed catalogue, a third-party script in the request path, a cache that quietly stopped working, or an extension doing something expensive on every page load. All fixable inside a support engagement. We measure before changing anything, because the alternative is paying for a rebuild that fixes a database problem.
The integrations that actually break
ERP, PIM, POS and payment. In practice this is where most commerce incidents originate: not the storefront, but a sync that failed quietly overnight and was discovered by a customer. Reconciliation and alerting on those pipes is unglamorous and it is the difference between finding out from a dashboard and finding out from a complaint. See product information and what ERP integration really costs.
What a support agreement should say, and usually does not
Four things worth insisting on with any provider, including us. If a proposal is vague on these, the vagueness is the product.
Response times, by severity, in writing
Not "best endeavours". A store down, a checkout failing and a cosmetic bug are three different clocks, and the agreement should say what each one is and when cover applies.
What is included versus billed
Incident response, patching, upgrades and improvement work are four different things. A retainer covering only the first is a break-fix contract with a support label on it, and you will discover that during your first upgrade.
Where the knowledge lives
Documentation in your repository, access in your accounts, and a handover that means leaving us does not cost you the platform. If a provider is the only one who can deploy, that is not support, it is a dependency.
Who is actually on it
Continuity is most of the value. Someone who has learned your codebase is worth considerably more in month six than in week one, and rotating people to suit a supplier resourcing plan destroys exactly what you are paying for. Ours runs through a dedicated commerce team, which is the same arrangement we describe on the Adobe Commerce page.
The proof
Work we have shipped, not a capability deck.
- Aelia Duty FreeA support takeover from a previous partner that began with triage and stabilisation, then became ongoing development. Adobe Commerce across airport stores in Australia and New Zealand, trading since 2021, with SAP integration and real-time inventory.Read the case study
- MUK HaircareRetail e-commerce and a product finder for a haircare brand selling across Australia and New Zealand.Read the case study
- LOOPAn ethical e-gift card marketplace on Shopify, including the plugin giving partner brands real-time sales and redemption tracking.Read the case study
Commerce work we do
Magento & Adobe Commerce
Builds, replatforms, upgrades and performance rescue, including SAP integration.
Magento upgrades
Version upgrades and extension audits, and when the platform is not what needs the money.
Shopify & Shopify Plus
Storefronts, theme builds, app integration and headless front ends.
Shopify Plus
Checkout extensibility, B2B and D2C together, multi-storefront, and when the tier is not worth it.
E-commerce development
The whole practice: platform selection, build, integrate and run.
Headless commerce
Decoupled storefronts on Shopify and Adobe Commerce, and when a themed build is the better call.
Migration & replatforming
Moving between platforms without losing data, rankings or trading days.
Magento to Shopify
The specific route, and an honest view of when not to take it.
WooCommerce
WordPress commerce where the catalogue and the content live together.
E-commerce & retail
The sector view, what retail platforms are actually asked to do, and where they break.
B2B & wholesale commerce
Company accounts, contract pricing, quotes, credit terms and ERP-held price logic for trade suppliers.
Adelaide commerce
Adobe Commerce for South Australian retailers, including the duty free store trading at Adelaide Airport.
New Zealand commerce
GST, rural freight and trans-Tasman selling, and the duty free stores running across airports in both countries.
More on commerce
What Does a Shopify Plus Build Cost in Australia?
What Shopify Plus actually costs Australian retailers, the platform fee, the transaction economics nobody models, and what drives a build quote up or down.
Two Thirds of Australian Retail's Page Weight Isn't Theirs
We measured 21 of Australia's largest online retailers. None scored above 44. The median site ships 7MB, and 62% of it is third-party code the retailer didn't write.
ERP Integration for E-commerce: What It Actually Costs
Why ERP integration is the line item that blows e-commerce budgets, the four questions that decide the price, and how to tell real-time requirements from imagined ones.
Adobe Commerce vs Shopify Plus for Australian Retailers
Where Adobe Commerce genuinely beats Shopify Plus, where it does not, and the three questions that actually decide it, from a team that builds on both.
Adobe Has Patched StyleSmuggler. Patching Is Not the Whole Job.
Adobe has released APSB26-146 for CVE-2026-75650. Apply it now, but a patch does not clean a store that was already compromised. What to preserve before you patch, what to check after, and the disclosure clock most coverage skips.
Selling Into Australia and New Zealand From One Store
Whether to run one store or two across the Tasman, what actually differs between AU and NZ commerce (GST, freight, currency) and the duplication that costs more than it solves.
Ecommerce practice lead
Maxim Baibakov, Chief Technology Officer - Australia
Adobe Commerce and Shopify work here runs through a dedicated commerce team rather than being picked up by whoever is free.
Common questions
Can you take over support for a Magento store another agency built?
Yes, and it is a large share of what we run. The Aelia Duty Free platform came to us exactly that way: a support takeover from a previous partner, starting with triage rather than a rebuild. A takeover begins with an audit of what is deployed, what is customised, what is undocumented, and what breaks if it is touched. We do not ask you to rebuild first, and an agency that does is usually solving its own problem rather than yours.
What does Magento support actually cover?
Four things, and the balance between them should be explicit in any agreement. Incident response when something breaks. Security patching, which on Adobe Commerce is not optional and now arrives out of band as well as on a schedule. Version upgrades, which are projects in their own right rather than routine maintenance. And continuous improvement, because a store that only ever gets fixed slowly stops being competitive. A retainer that covers only the first is a break-fix contract wearing a support label.
How quickly do you respond when the store goes down?
Response times are agreed rather than implied, and they should be written down before you sign anything. The bar we work to on commerce is that a store down or a checkout failing is not a ticket that waits for business hours. Airport duty free set that standard for us: a storefront that is unavailable at a departure gate has no tolerance at all. Ask any provider what happens at 9pm on a Saturday, because that is when the StyleSmuggler disclosure landed.
Do you handle Adobe Commerce security patches?
Yes, and the recent pattern is why it matters. Adobe now ships out-of-band hotfixes alongside its scheduled bulletins, and the two are not the same release: applying the routine update does not necessarily close an actively exploited hole. Keeping current means watching for both and knowing which applies. We wrote up how that played out with CVE-2026-75650, including the trap where the scheduled release did not contain the fix.
Our store is slow. Is that a support problem or a rebuild?
Usually support, and we would rather measure than sell you a rebuild. Slow Magento is most often an unindexed catalogue, a third-party script in the request path, a cache that quietly stopped working, or an extension doing something expensive on every page load. Those are fixable inside a support engagement. A rebuild is warranted when the constraint is architectural, and that is rarer than the quotes you will receive suggest.
Can you support our store alongside our in-house developer?
That is the arrangement we most often recommend. One person in-house who owns the platform and knows the business, with us alongside for the hard parts, the peaks and the out-of-hours cover one person cannot provide. It keeps the knowledge with you rather than with an agency, which is the right way round and is the opposite of how most support contracts are structured.
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Digital Product Owner of Merivale
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Engagement models
How we work
Four straightforward ways to engage us. Pick the one that fits, or mix them as your needs change.
Staff Augmentation
Add experienced Shakewell developers, designers or specialists directly to your own team. Engagements typically run three to twelve months, but can be as short or long as you need, you get the skills without the commitment and cost of hiring full-time.
About staff augmentationFixed-Scope Projects
Have a defined outcome in mind? We scope it, price it and deliver it as a project, a clear timeline, agreed milestones and a single point of accountability from kickoff to handover.
Embedded Delivery Teams
For larger or longer-running work, a cross-functional Shakewell team (development, design and delivery management) plugs in as your delivery arm, working to your priorities and your reporting cadence.
Support & Maintenance
Already live? We keep websites, stores and apps secure, updated and performing through ongoing retainers, business-hours support as standard, with 24/7 coverage available for critical issues.
About support & maintenance