Contact: Request Shop Maintenance — Reply Within 24 Hours

Depending on the nature of your inquiry, we recommend different contact channels. For a new maintenance inquiry, the contact form on this page works best. For emergencies such as compromised shops or server outages, call us directly at +49 5123 9579000 — emergency support starts with immediate intake, and we offer hack cleanup at a fixed price from €390 (website) or from €1,490 (online shop). Existing maintenance clients should use the communication channels defined in their contract so we can document and track every case.

From your first message to an active maintenance contract, you follow a structured three-step process. It gives you planning certainty and allows us to properly assess your project from the very beginning — without you committing to anything in advance.

We understand that information about your shop is sensitive. Details about systems in use, known vulnerabilities, hosting configurations and planned investments are treated strictly confidentially — even if you decide against a collaboration after the initial conversation. Your data is used exclusively for processing your inquiry: no disclosure to third parties, no use for marketing purposes and no storage beyond the processing period. Our communication infrastructure meets the requirements of the GDPR, and your inquiry is processed on servers in German data centers. This discretion forms the foundation for an open initial conversation in which you can describe your situation without reservations.

The inquiries that reach us fall into four categories — and there is a proven starting point for each. Regardless of the category, every collaboration begins with the same step: a personal conversation.

After the initial consultation, you receive a written summary of the points discussed along with a first assessment of your shop's maintenance needs. If you are interested in working together, the next step is the technical audit. In this audit, we analyze the current state of your shop in detail: installed software versions, plugin landscape, server configuration, existing backup routines, performance metrics and open security gaps. The result is a prioritized action plan that serves as the foundation for the individual maintenance offer.

The audit itself is a standalone, clearly calculated commission. You can also use the action plan without a subsequent maintenance contract, for example to implement the recommendations internally or through another provider. However, we recommend combining the audit with a maintenance contract, as the findings from the audit feed directly into ongoing support and the transition is seamless. Most clients choose this path because it is the most efficient both in terms of time and cost.

The free initial consultation typically lasts 20 to 30 minutes and takes place by phone or video conference. Our maintenance specialist asks targeted questions about your shop system, the current maintenance situation and your requirements. In return, we give you a first assessment of which maintenance measures are a priority from our perspective and which SLA model fits your situation. You learn how our onboarding process works, what timeframe the takeover requires and what order of magnitude the monthly costs fall into: the three SLA tiers are €199, €349 and €699 per month net.

The initial consultation is not a sales pitch but a professional exchange on equal footing. If we believe your shop does not need a professional managed service, for example because it is a very simple installation without business-critical function, we say so openly. Our goal is to offer the right clients the right service, not to sell every prospect a maintenance contract. This honesty creates the foundation of trust on which long-term partnerships are built. After the initial consultation, you receive a written summary and can decide at your own pace whether a technical audit makes sense as the next step.