Predictable & Flexible Support
Enterprise-grade support partnerships designed to keep your commerce platform performing at its best — with guaranteed SLAs, proactive optimisation, and direct access to senior engineers.
Why Support Matters
Traditional “retainers” often feel like wasted hours or unpredictable overheads. That’s why OSE offers Support Partnerships — structured, outcome-driven agreements that give you the confidence of guaranteed SLAs, proactive improvements, and the flexibility to scale up as your needs grow.
With OSE, you’re not just buying hours. You’re securing a long-term partner focused on optimisation, performance, and results. Unlike ad-hoc support, our model ensures transparency and measurable value. Every task is tracked, prioritised, and aligned to your business goals — so you see progress, not just activity. From resolving critical issues quickly to continuously enhancing your site’s stability and customer experience, OSE Support Partnerships are designed to deliver tangible outcomes that drive growth.
Our Support Partnership Tiers
TRUSTED BY LEADING AUSTRALIAN BRANDS
What You Get with Every Partnership
Guaranteed SLAs
Priority response times tailored to your plan
Proactive monitoring
Site performance, security, and integrations checked regularly
Access to senior engineers
No juniors, only experienced Adobe Commerce & Shopify specialists
Free monthly strategy session
Monthly recurring strategy sessions designed to evaluate your retainer usage and drive increased value.
Continuous optimisation
Conversion improvements, UX refinements, and new feature rollouts
Integration support
ERP, PIM, and financial system connections monitored and maintained
Strategic input
Roadmap planning sessions to align your commerce stack with business goals
Multi-channel Support
Phone, email and ticketing system support combined with weekly usage reports.