Most support contracts route you through a junior. We don't.
When something breaks at peak trading, the engineer who responds needs to know your codebase. Our retainers give you a defined allocation of senior time — the same people who understand your stack, your integrations, and your history.
98%
Client retention rate
mins
Average incident response
0
Undiscovered deprecations
Six things a proper support retainer covers.
A retainer isn't a help desk. It's a defined senior engineering allocation — structured around your codebase, your risk profile, and your development roadmap.
Senior retainer engineering
A defined monthly allocation of senior engineering time — the same engineers who know your codebase, working on your priorities, not triaging tickets.
Priority incident response
When something breaks at peak trading, a senior engineer responds — not a helpdesk that escalates through three levels before anyone looks at the code.
Ongoing feature development
New functionality, seasonal campaigns, A/B test implementation — incremental development from engineers who know your codebase's full history.
App & platform maintenance
Shopify version updates, app dependency bumps, security patches — we keep your stack current, secure, and not breaking unexpectedly.
Proactive performance monitoring
Continuous Lighthouse and conversion rate monitoring — we flag regressions before they show up in your revenue report.
Technical consultancy
Architecture decisions, vendor evaluation, and honest technical advice — from engineers who know your full stack and have no incentive to upsell you.
The engineer who built it picks up the phone.
Most support contracts route your incident through a junior, who escalates to a senior, who may or may not know your codebase — and your SLA is measured in hours. With VelaCommerce, the engineer who built your store — or works alongside the one who did — is the person who responds. No triaging. No ramp-up. Just the right person, immediately.
- Direct to senior engineer — always
- No ramp-up on your codebase
- Priority response on incidents
- Engineers who understand your full stack
Right fit if…
Use this to quickly gauge whether this is the right engagement for your situation.
- Post-launch and needing ongoing engineering capacity without a full-time hire
- A complex custom codebase that requires engineers who know its history
- Seasonal peaks where you need guaranteed, fast incident response
- Running continuous CRO tests and needing engineering support on demand
Not sure if this is the right fit? Let's talk it through.
What clients say.
“We'd worked with two agencies before Vela. Neither of them actually understood our business. Radwan did — within the first call. The platform he built us is still the best thing we've done for our online revenue.”
Thomas K.
Head of eCommerce · Danish apparel brand
“Straightforward, technically excellent, and he tells you what he actually thinks. We asked for a migration, he spotted three things we hadn't noticed that would have cost us later. That kind of honesty is rare.”
Maria S.
Founder · DTC homeware brand
“Our previous platform was a mess of custom workarounds. Radwan rebuilt the whole thing cleanly and on budget. The site is faster, the team can actually manage it, and conversions are up.”
Frederik L.
COO · Nordic B2B retailer
Questions we always get.
It starts with a free 30-minute discovery call — no sales pitch, just an honest conversation about your situation and what you're trying to achieve. From there we scope the work, agree on a fixed price, and start. No surprises.
Fixed scope, fixed price for project work. We don't do open-ended T&M retainers — if the scope changes, we discuss it and agree a new price. Ongoing support and maintenance plans are monthly flat-rate.
You communicate directly with the person doing the work — not an account manager. We use a shared Slack channel, weekly async updates, and milestone check-ins. You'll always know exactly where things stand.
We assemble a small team of senior specialists specific to your needs — typically 2-4 people. Everyone on your project has deep experience in their domain. No juniors learning on your budget.
Yes. We offer flexible support plans from ad-hoc hours to dedicated monthly retainers. Most clients stay with us after launch for ongoing iteration, optimisation, and platform management.
Absolutely. We're comfortable in hybrid setups — working alongside your designers, marketers, or developers. We can integrate into your existing tools and workflow.
Engineering support that actually supports you.
We'll scope a retainer around your codebase, your priorities, and your risk profile. Fixed monthly allocation. Senior engineers. Direct access.