Website Maintenance with SLA: Your Maintenance Contract for Shop and Website
Security updates, 24/7 monitoring, verified backups and emergency support as a managed service — SLA packages from €199 per month. Your shop runs, and we make sure it stays that way.
GDPR
hosting in Germany
99.9 %
average uptime
45 min
average first response
50+
managed shop projects
An online shop is not a static website that can be left to its own devices after launch. New security patches appear every week, plugin updates change dependencies, and server environments evolve. Without professional maintenance and support, security vulnerabilities, performance issues and in the worst case data loss or complete outages will follow. As a specialized managed service provider, we assume technical responsibility for your ongoing operations: from security updates through uptime monitoring to emergency support for compromised systems. Terms are as transparent as the processes: website maintenance under a maintenance contract starts at €199 per month — all three SLA tiers are openly documented.
Six Pillars of Our Managed Service
Security Updates and Patching
Core, plugins and server software stay current. Every update is checked for compatibility, tested in staging and deployed in a controlled way, without jeopardizing live operations.
Learn moreUptime and Performance Monitoring
Around-the-clock monitoring of availability, response times, SSL certificates and server load. When anomalies appear, we respond before your customers notice anything.
Learn moreBackup Management
Daily full backups plus hourly incremental backups. Regular recovery tests cover the worst case, with retention of at least 30 days.
Shopware Maintenance
Core updates, plugin management, cache optimization and database maintenance for Shopware Community Edition. We know the intricacies of the platform.
Learn moreWordPress Maintenance
Core, plugin and theme updates, database optimization and security hardening. We ensure plugin compatibility through systematic testing before every update.
Learn moreEmergency Support and Recovery
Compromised shops, data loss, server outages or critical errors after updates: we step in with clear escalation paths and documented recovery procedures.
Learn moreWe spot problems before your customers do
Our monitoring watches availability, response times, SSL certificates and server resources around the clock. When anomalies appear, the system raises an alert immediately and our team responds within the agreed SLA window. Your shop stays available even when a certificate expires at night or database load spikes.
- Uptime, response time, SSL and server load at a glance
- Defined escalation paths instead of alert fatigue
- First response averaging under 45 minutes (project experience)
Why Proactive Maintenance Makes the Difference
The majority of security incidents in online shops can be traced back to known, already-patched vulnerabilities. According to the Verizon Data Breach Investigations Report 2024, 14 percent of all security breaches were enabled by exploiting known vulnerabilities (Verizon, 2024). So regular updates eliminate a large portion of the attack surface. At the same time, studies show that unplanned downtime in e-commerce can cost between 5,600 and 9,000 US dollars per minute on average (Gartner, 2023). Even for smaller shops, downtime quickly accumulates into significant revenue losses.
| Aspect | Without Maintenance Contract | With Managed Service |
|---|---|---|
| Security updates | Irregular, often only after an incident | Regularly tested and deployed |
| Monitoring | None or basic ping monitoring only | 24/7 uptime, performance and SSL |
| Backups | Manual or hosting provider default | Daily full backup, tested recovery |
| Response time on outage | Hours to days, depending on provider | Defined SLAs, typically under 45 minutes |
| Monthly cost | €0 — until the first incident | predictable from €199 per month |
| Cost per incident | Unplanned and dependent on the extent of damage | Included in the maintenance contract |
| Performance trajectory | Gradual degradation | Regular optimization and reporting |
| Knowledge transfer | Dependency on individual persons | Documented processes and runbooks |
The value of professional maintenance shows itself precisely in the moments when nothing happens: no outages, no successful attacks, no performance drops. This uneventfulness is the result of consistent work behind the scenes.
Every Update Controlled: Backup, Staging, Deploy, Rollback
Updates without risk to the live shop
We never apply an update directly to the production system. Every change follows a fixed path: a full backup, a test in a production-like staging environment, a controlled deploy and, if problems arise, a rollback within minutes. Your checkout stays stable even during extensive updates.
- Backup before every change, tested for recoverability
- Automated tests for checkout, payment and search in staging
- Rollback in minutes instead of hours of emergency reconstruction
Our Maintenance Process: From Onboarding to Ongoing Operations
Technical Audit and Assessment
We analyze your shop stack: installed software versions, active plugins and themes, server configuration, existing backup routines and known issues. The result is a condition report with a prioritized action plan.
Staging Environment and Test Process
We set up a production-like staging environment where all updates are tested before deployment. Automated tests check critical functions such as the checkout process, payment integration and search.
Monitoring Setup and Alerting
Installation and configuration of monitoring agents for uptime, response time, SSL expiry, server resources and error logs. Escalation paths are defined and integrated into our alerting.
Backup Strategy and Disaster Recovery Plan
Definition of backup cycles, retention periods and recovery procedures. A documented disaster recovery plan specifies the approach for different outage scenarios.
SLA Agreement and Communication Channels
Joint definition of service levels, response times and communication channels. You know exactly what our managed service covers and which services can be commissioned additionally if needed.
Ongoing Operations with Reporting
Regular updates, monitoring analyses and quarterly reviews. We discuss performance trends, incidents that occurred and planned optimization measures.
We analyze your shop stack: installed software versions, active plugins and themes, server configuration, existing backup routines and known issues. The result is a condition report with a prioritized action plan.
We set up a production-like staging environment where all updates are tested before deployment. Automated tests check critical functions such as the checkout process, payment integration and search.
Installation and configuration of monitoring agents for uptime, response time, SSL expiry, server resources and error logs. Escalation paths are defined and integrated into our alerting.
Definition of backup cycles, retention periods and recovery procedures. A documented disaster recovery plan specifies the approach for different outage scenarios.
Joint definition of service levels, response times and communication channels. You know exactly what our managed service covers and which services can be commissioned additionally if needed.
Regular updates, monitoring analyses and quarterly reviews. We discuss performance trends, incidents that occurred and planned optimization measures.
SLA Tiers: Matched to Your Shop's Criticality
Response times that fit your business
Not every shop needs the same service level. From predictable basic support on business days to the enterprise tier with around-the-clock response, we jointly define how fast we step in when it matters. Each tier is transparently priced and documented with no hidden conditions.
- Basic at €199 per month: first response within eight hours on business days
- Business at €349 per month: first response within four hours, plus weekend readiness
- Enterprise at €699 per month: first response in 45 minutes, including holidays
SLA Packages: Three Tiers, Clear Prices
All prices net per month. Every package includes security updates, monitoring, backups and monthly reporting — the tiers differ in response time, service hours and scope. Full details on the SLA maintenance contract page.
Basic
For smaller shops and business websites with predictable update needs.
- First response within 8 hours on business days
- Monthly security updates with staging tests
- 24/7 uptime monitoring and SSL management
- Daily backups with 30-day retention
- Monthly status report
Business
For revenue-critical shops that need short response times.
- First response within 4 hours, extended service hours
- Weekend readiness for critical incidents
- Biweekly update cycles with automated checkout tests
- Hour contingent for minor adjustments
- Quarterly performance review
Enterprise
For business-critical shops with high traffic and 24/7 requirements.
- First response in 45 minutes, around the clock
- Readiness on weekends and public holidays
- Prioritized escalation and dedicated contact person
- Extended hour contingent and architecture consulting
- Monthly review with action plan
All prices net plus VAT. One-time services such as hack cleanup are also available without an ongoing contract: websites from €390, online shops from €1,490 (small shops from €990) — details on the emergency support page.
Who Takes Over Technical Operations
There are three common ways to cover the ongoing operation of a shop. They differ less in price than in who is genuinely reachable when something breaks and who knows the system in detail. What each tier costs is set out openly on our pricing page.
Hosting provider, builder or specialized operator?
A factual comparison of the three models we encounter most often in first conversations.
Hosting provider support
- Included: Server, network and availability are monitored
- Included: The cost is already part of the hosting plan
- Not included: Responsibility ends at the server surface
- Not included: Core, extension and theme updates are not part of the contract
- Not included: Backups are rarely tested for recoverability
The agency that built the shop
- Included: Knows the structure, customizations and decisions from the build phase
- Included: Short paths for technical questions
- Not included: Operations compete internally with project business
- Not included: Response times are frequently not committed contractually
- Not included: Standby outside office hours is the exception
Specialized managed service
- Included: Operations are the core business, not a side task
- Included: Committed first response per tier: 8 hours, 4 hours or 45 minutes
- Included: Updates, monitoring, backups and reporting in every package
- Included: Documented runbooks instead of knowledge in individual heads
- Not included: New development still requires a project team
Who Our Managed Service Is Designed For
Shopware Shop Operators
Online shops based on Shopware Community Edition that need regular updates, plugin maintenance and performance optimization. From small niche shops to large catalogs.
WordPress Website Operators
Companies with WordPress websites that depend on current security standards, functioning plugins and fast loading times. Especially for shop installations handling payments.
Agencies and Freelancers
Web agencies and freelancers looking to outsource the ongoing operation of their client projects. White-label support with defined SLAs for your end clients.
Mid-Market Companies
Companies without their own IT department or with limited internal resources that still want to ensure professional operations for their digital sales channels.
Companies After a Security Incident
Organizations whose shop was compromised or that experienced a critical outage and now seek professional support to prevent recurrence.
Growing E-Commerce Projects
Shops growing rapidly whose infrastructure must keep pace with increasing demands on performance, security and availability.
Technology Expertise From Over a Decade of Practice
Maintenance is not a generic service that any IT provider can handle on the side. Supporting a Shopware shop requires different skills than maintaining a WordPress installation. Since 2013, we have specialized in operating e-commerce systems and know the typical problem areas, upgrade paths and optimization potential of both ecosystems. Learn more about our expertise and working methods on the About page.
Shopware CE and Plugin Ecosystem
Deep knowledge of the Shopware core, plugin system, template engine and API architecture. We know which updates are critical and which may cause compatibility issues.
WordPress, Shop Plugins and Themes
Experience with WordPress core, the Gutenberg editor, popular page builders and the WordPress shop ecosystem. We know typical vulnerabilities and optimal configurations.
Linux Servers and DevOps
Administration of Linux servers including Nginx, Apache, MariaDB, PHP-FPM, Redis and cron jobs. Automated deployments for reproducible environments.
Web Application Security
OWASP Top 10 prevention, web application firewalls, content security policies, HTTP security headers and vulnerability analysis. Security is an integral component, not an optional extra.
Performance Engineering
Caching strategies, CDN configuration, image optimization, database tuning and Core Web Vitals optimization. Fast shops sell more and rank better.
Compliance and Data Protection
GDPR-compliant maintenance processes, data processing agreements and privacy-compliant backup strategies. Hosting in German data centers for full data sovereignty.
Put technical operations in experienced hands
We handle security updates, monitoring and backups for your shop and respond under clear SLAs before a risk turns into an outage.
What a Professional Maintenance Contract Includes
- Monthly security updates for core, plugins and server software with staging tests
- 24/7 uptime monitoring with alerting and documented first response
- Daily automatic backups with tested recovery and 30-day retention
- Performance monitoring and quarterly optimization recommendations
- SSL certificate management and automatic renewal
- Monthly status report with uptime statistics, update log and recommendations
- Defined response times per SLA agreement
- Dedicated contact person for all maintenance-related inquiries
- Emergency support for critical outages and security incidents
Typical Results After Six Months of Managed Service
Why Online Shops Require Special Maintenance
An online shop is technically one of the most complex web projects there is. It connects frontend presentation with database operations, payment processing, inventory management and often interfaces to external systems. Each component has its own dependencies, update cycles and security requirements. When the core is updated, plugin interfaces can break. When PHP is upgraded, functions may behave differently. When a payment provider changes its API, the checkout must be adapted.
Gradual performance degradation
The Difference Between Reactive and Proactive Maintenance
Reactive maintenance means: a problem occurs, someone becomes aware of it, then a solution is sought. This approach is stressful, expensive and risky, because valuable time passes between a problem occurring and its detection. Proactive maintenance, by contrast, identifies and eliminates risks before they manifest as problems. This is the core of our managed service and the reason why 97 percent of our clients renew their maintenance contract (project experience).
Patches before the attack
We apply security patches before attackers can exploit a vulnerability.
Capacity before the spike
We expand server resources before seasonal peaks slow the shop down.
Tuning before the bottleneck
We optimize the database before loading times noticeably increase.
SSL before expiry
We renew certificates before the browser displays a warning.
Data Protection and GDPR-Compliant Maintenance
Online shops process personal data: customer addresses, order histories, payment information and communication records. The GDPR requires in Article 32 appropriate technical and organizational measures to protect this data. Regular security updates, encrypted data transmission, hardened server configurations and tested backups are not optional extras but legal requirements. Our managed service systematically addresses these requirements and provides the documentation you need for internal audits and evidence to supervisory authorities. All maintenance work is performed on servers in German data centers, and we provide data processing agreements per Art. 28 GDPR.
If you want to go deeper, our technical blog has the details: Maintenance Contract: Key Contents explains which services belong in a contract and which are billed as projects. Uptime Monitoring: Detect Outages Before Customers describes how an incident is detected before customers report it, and CVE Management for Online Shops: Plan Patches shows how we prioritise vulnerabilities. Which SLA tier matches your revenue risk is covered on the SLA maintenance contract page.
Three Situations From Everyday Operations
What proactive maintenance changes day to day
Illustrative, anonymized cases from our maintenance practice (project experience) — concrete figures and references are shared in a personal conversation.
Key Takeaways
- Website maintenance with a maintenance contract from €199 per month — three SLA tiers with first response in 8 hours, 4 hours or 45 minutes
- Every update follows the documented path: backup, staging test, controlled deploy, rollback point
- 24/7 monitoring, daily verified backups and a monthly status report are included in every package
- Emergency help without a contract too: hack cleanup from €390 (website) or from €1,490 (online shop, small shops from €990)
- Operations on servers in German data centers, data processing agreement per Art. 28 GDPR included