On projects with connectors and apps, it quickly gets blurry who is responsible for what. The store runs on Shopify, the app at its vendor, the inventory system at the ERP provider, and the agency connected it all. When something breaks later, every question lands with the agency. That's why our offers spell it out: What do we set up and test in Shopify? What stays with the software vendor? And when is a custom interface a project of its own?
The case
An agency can set up an app properly, connect it to the store and test it. But it can't look inside the app vendor's servers, fix their bugs or guarantee that a vendor update won't change anything. If that isn't discussed up front, people start expecting the agency to answer for everything that happens anywhere in the setup.
Who is responsible for what?
| Area | Responsible | Example |
|---|---|---|
| Setup in Shopify | Agency | Settings, mappings, tests |
| How the software works | App or connector vendor | App bugs, updates, server issues |
| Configuration on the vendor side | Vendor, partly with the client | Account, plan, activation |
| Ongoing fees | Client, directly with the vendor | Monthly app costs |
| Custom interface | Separate project | When there's no ready-made solution |
How we put it in the offer
- “Setup and testing” instead of “integration”. It describes more precisely what we deliver.
- What stays with the vendor is stated explicitly. So it's clear who to ask when the app has a bug.
- Custom development is listed separately. With its own scope and price.
- We help with troubleshooting. When something breaks, we narrow down where the problem is and hand it to the vendor with a clear description.
Your takeaways
- An app remains its vendor's product. The agency sets it up, but doesn't run it.
- Clarify responsibilities before the project. It saves endless back-and-forth between three parties later.
- Read what the offer says under “integration”. Setup, operation and custom development are three different services.
- A good agency still helps you narrow things down. It tells you where the bug is, even if it can't fix it itself.
Are several apps and systems connected in your store? We'll clarify who's responsible for what before something breaks for the first time.