e-Plus provides technical support for your e-commerce platform on VTEX or Shopify, with a defined SLA, specialized service, and an ongoing routine of corrections, improvements, and platform upgrades.
A stable operation requires more than just reacting to day-to-day calls. e-Plus connects support and evolution in a continuous cycle, transforming operational needs into planned technical improvements.
Each call is classified according to its criticality, with initial response and resolution deadlines defined during onboarding and monitored throughout the entire operation.
Reference service matrix. Final deadlines are defined during onboarding according to the characteristics and criticality of the operation. Resolution time may vary in cases that depend on external platforms, applications, or suppliers.
Each improvement enters a structured workflow of evaluation, prioritization, development, and delivery. You can track every step, ensuring no requests are missed or there's a lack of clarity about the progress.
Demands identified, recorded, and organized for evaluation.
Improved presentation of customer reviews.
Adjusting the content and structure of a category page.
Demands analyzed and selected for the next evolution cycles.
Optimizing Core Web Vitals for mobile
Implementing a search function on the frequently asked questions page.
Improvements in development, configuration, or technical validation.
New product page layout
Improvements published, validated, and available in operation.
Quick checkout ✓
New search filter by category ✓
You start with the model your operation needs today and expand your services as new challenges arise — until you arrive at a strategic, multidisciplinary, and growth-oriented structure.
Technical support to keep the platform stable and resolve day-to-day operational needs.
Everything from Essential Support, plus a structured routine for backlog, prioritization, and progress sprints.
A strategic layer on top of the operation, with dedicated Customer Success, continuous governance, and coordinated access to experts from multiple disciplines.
Companies with active e-commerce operations on VTEX or Shopify that need to maintain stable operations and continuously evolve their platform with a specialized partner.
Brands with active digital operations that need specialized support to maintain platform stability, resolve technical issues, and implement continuous improvements.
Industries and distributors that need to keep catalogs, sales tables, business rules, and integrations running without compromising operations.
Companies that connect physical stores, e-commerce, marketplaces, and other channels and need technical support to keep the entire journey running smoothly and integrated.
Companies that have completed the platform implementation and now need an ongoing partner to stabilize, sustain, and evolve their operations.
The Support and Evolution team keeps the platform stable and continuously improving, combining call handling with a structured routine of backlog, prioritization, and evolution sprints.
CS Flex adds a strategic layer to the model, with dedicated Customer Success, continuous governance, and coordinated access to experts in technology, CRO, CRM, media, SEO, data, and performance.
Support and Evolution is recommended for operations that need to sustain and improve the platform. CS Flex is the next level for companies that need to evolve with more direction, speed, and specialization.
Each call is classified according to its criticality:
P1 · Critical: unavailability of the operation or failure that prevents sales from being made.
P2 · High: Significant error with partial impact on sales or essential processes.
P3 · Standard: operational questions, configurations, parameter settings, and requests without critical impact.
First response and target resolution times are defined during onboarding and continuously monitored in service reports.
In situations that depend on platforms, applications, integrated systems, or other providers, ae-Plus handles the support and technical follow-up, but the resolution time may vary depending on the actions of the third party involved.
Each improvement enters a visible workflow through the backlog, prioritization, sprint, and delivery.
Requests are evaluated in conjunction with the client, considering the impact on operations, urgency, technical effort, dependencies, and business priorities—not just the order in which they were requested.
The client can track the progress of each item and knows what is under evaluation, prioritized, in progress, or delivered.
Yes. Essential Support caters to operations that require service level agreement (SLA) support, assistance with operational questions, and platform configuration and parameter settings.
When a company needs a continuous routine of technical improvements, it can evolve to the Support + Evolution model without changing partners or rebuilding the service process.
Yes. e-Plus performs an initial diagnostic and technical onboarding to understand the architecture, configurations, integrations, customizations, and operational history.
Based on this survey, we structured the service process, defined initial priorities, and took on the support and evolution of the platform.
Yes. e-Plus primarily works with VTEX operations and also serves projects on Shopify.
The support process, workflow, and service criteria are tailored to the technical characteristics, integrations, and needs of each platform.
Speak with an e-Plus specialist. We'll understand your current operational needs and recommend the most suitable service model — from ongoing technical support to CS Flex.
Fill out the form and speak with an e-Plus specialist. We'll understand your situation, your priorities, and the level of support you need to recommend the most suitable model — from ongoing technical support to CS Flex.
Receive contact from one of our specialists by filling out the form below or via WhatsApp Tel: +55 11 98863-7077
