When evaluating eCommerce platforms, businesses often focus on licensing fees and build costs. These numbers are concrete and easy to compare. But they only represent a portion of what you’ll ultimately invest in your digital infrastructure.
SaaS platforms are often viewed as less expensive to maintain than PaaS or self-hosted solutions. That perception is based on some real advantages: you don’t need to manage infrastructure, upgrades happen automatically, and in many cases, you’ll pay far less for ongoing development support—especially if you’re using the platform in its intended, out-of-the-box form.
But there are trade-offs. You don’t control the platform, and pricing models are tied to usage, revenue, or transaction volume. That means your costs go up as your business grows—regardless of whether that growth is driven by the platform’s features or simply your own investment. Subscription fees can also change without negotiation, and there’s little you can do if a core feature is altered or removed.
The real cost of an eCommerce platform extends far beyond implementation. Support and maintenance, upgrades, hosting, bug fixes, agency support, third-party integrations, and internal team time all contribute to the platform’s total cost of ownership. Those costs vary widely depending on the platform and how it’s managed over time.
This article outlines the key components of support and maintenance costs, how they differ across SaaS, PaaS, and self-hosted platforms, and how to evaluate these costs in the context of your internal resources, business goals, and long-term digital strategy.
Support and maintenance go well beyond a single line item in a budget. They encompass a wide range of technical, security, and operational responsibilities that impact your site's performance, uptime, and ability to scale. The following areas highlight what’s typically involved.
This covers updates to the platform, plugins, extensions, and integrations. For SaaS platforms, these are typically handled by the provider—but for PaaS and self-hosted solutions, updates must be tested and deployed by your team or agency.
Keeping your site secure involves patching vulnerabilities, staying compliant with evolving standards, and monitoring for threats. In SaaS, this is mostly handled for you. In other models, it’s your responsibility.
Even stable platforms run into problems. Fixing layout bugs, checkout issues, or cart behavior takes time—and usually technical expertise.
SaaS platforms handle infrastructure tuning. PaaS and self-hosted environments typically require active monitoring and optimization, especially during peak periods.
Integrations with ERPs, CRMs, or shipping providers can break when APIs change. Keeping everything connected and functional is part of long-term maintenance.
Many content updates—especially in customized environments—still require developer involvement or QA support.
You’ll need someone to triage tickets, communicate with vendors, and manage priorities. That role often falls somewhere between project manager and product owner.
SaaS works well for businesses with standard needs and limited internal resources. For others, the lack of flexibility may create long-term limitations.
There’s no way to eliminate support and maintenance costs—but smart strategies can help you control them. Focus on efficiency, documentation, and alignment with business priorities.
Focus on features that clearly improve business outcomes. Defer preference-based enhancements.
Redundant plugins and services create technical debt. Keep your stack lean.
Catch problems early. Set a cadence for checking performance, version status, and user feedback.
Track decisions, architecture, and vendor details. It speeds up support and reduces onboarding costs.
Know who owns support internally and externally. Clear ownership avoids miscommunication.
Invest in improvements that support measurable business goals—not just feature wishlists.
The true cost of an eCommerce platform goes far beyond licensing fees and initial development. Ongoing support, maintenance, and adaptation are where the majority of your investment will be made—and where the risks and opportunities often emerge.
While SaaS platforms may appear less expensive to maintain, their pricing models can scale unpredictably as your business grows. PaaS and self-hosted platforms offer more control and flexibility, but come with added responsibility and technical oversight. None of these options are inherently better—they just distribute cost, control, and effort in different ways.
The key is visibility. Understand what your chosen platform requires, who will manage it, how change will be handled, and how cost will scale over time. With that insight, you can make more informed decisions—about platforms, partners, internal staffing, and ongoing investment—that position your eCommerce business for stability and growth.
Read next: Platform Selection: How to Stay Aligned as Your Business Grows