Services for Shop Maintenance and Secure Operations
Security updates, monitoring, backups and emergency support as a modular managed service — SLA packages from €199 per month. Book each service individually or as a complete maintenance contract.
from €199
SLA packages per month
6
coordinated core services
30 days
backup retention
3
selectable SLA tiers
An online shop or business-critical website requires continuous technical support: security gaps must be closed promptly, performance monitored, data backed up and availability ensured. Our service portfolio covers the entire lifecycle of your shop operations — from platform-specific maintenance through 24/7 monitoring to emergency response. Each service can be commissioned individually or booked as part of an SLA maintenance contract from €199 per month.
All services in one maintenance contract
- Basic €199 per month — first response within 8 hours
- Business €349 per month — first response within 4 hours
- Enterprise €699 per month — first response within 45 minutes
- Updates, monitoring, backups and reporting in every package
Basic, Business or Enterprise — the SLA tier determines response time and scope, not the service building block. Minimum term 6 months.
Our Core Services at a Glance
Our service spectrum is organized into six core areas that are coordinated and together form a seamless support concept. In over 50 managed projects (project experience), we have learned that isolated measures are not enough: security updates without monitoring go unnoticed, backups without recovery tests are worthless, and monitoring without defined escalation paths only creates alert fatigue. That is why we link all service areas into a well-thought-out overall concept.
Shopware Maintenance
Core updates, plugin management, cache optimization, database maintenance and theme compatibility for Shopware Community Edition. We know the platform in detail and keep your shop current and performant. Shopware maintenance details
WordPress Maintenance
Core updates, plugin and theme updates, database optimization and security hardening. Special focus on WordPress shop systems with payment processing and sensitive customer data. WordPress maintenance details
Security Updates and Patch Management
Systematic updating of all software components with compatibility checks, staging tests and controlled rollout. Vulnerability scans and incident response processes for security events. Security update details
Monitoring and Alerting
24/7 monitoring of uptime, response times, SSL certificates, server resources and error logs. Configurable alarm thresholds and defined escalation paths for anomalies. Monitoring details
Backup Management
Daily full backups, hourly incremental backups and regular recovery tests. Documented disaster recovery plans for various outage scenarios. At least 30 days retention.
Emergency Support
Immediate help for compromised shops, data loss, server outages and critical errors. Clear escalation paths, documented recovery procedures and post-incident analysis. Emergency support details
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. All 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 test
- 24/7 uptime monitoring and SSL management
- Daily backups with 30 days retention
- Monthly status report
Business
For revenue-critical shops that need short response times.
- First response within 4 hours, extended service hours
- Weekend standby for critical incidents
- Fortnightly update cycles with automated checkout tests
- Hours allowance for smaller adjustments
- Quarterly performance review
Enterprise
For business-critical shops with high traffic and 24/7 requirements.
- First response within 45 minutes, around the clock
- Standby on weekends and public holidays too
- Prioritized escalation and dedicated contact
- Extended hours allowance and architecture consulting
- Monthly review with action plan
All prices net plus VAT, minimum term 6 months. One-time services such as hack cleanup are also available without an ongoing contract: website from €390, online shop from €1,490 — details on the emergency support page.
Service Groups in Detail
What specifically happens in each area — grouped instead of in endless lists. The scope per group depends on your SLA tier.
Core Updates
Shopware and WordPress cores are updated in fixed maintenance windows — each version tested on staging first, including checkout, payment and search.
Plugin and Theme Care
Every plugin and theme update is checked for compatibility with the core and the other extensions before it goes live. No blind clicking through.
Critical Patches within 24 Hours
Security-relevant updates are applied on a priority basis within 24 hours, regular updates in scheduled cycles.
Rollback Safety
A recovery point is created before every intervention. If an update causes problems, we return to the working state within minutes.
Vulnerability Scans
Regular scans beyond the known CVE sources: server configuration, security headers, SSL/TLS settings and file permissions.
CVE and Advisory Monitoring
We keep an inventory of all components in your installation and continuously reconcile it with the vendors' security advisories.
System Hardening
OWASP-oriented hardening: web application firewall, content security policy, HTTP security headers and a minimized attack surface.
Incident Response
Defined processes for the worst case: rapid containment, forensic analysis, recovery and measures against recurrence.
Daily Full Backup
Database and file system are fully backed up daily, complemented by hourly incremental backups for minimal data loss.
Tested Recovery
A backup only counts once it can be restored. We test recovery regularly and document every result.
30 Days Retention
By default at least 30 days retention, extendable on request — for rollbacks even after problems discovered late.
Disaster Recovery Plan
We define RTO and RPO jointly. A documented plan governs every outage scenario from file loss to total failure.
Uptime around the Clock
Availability, HTTP status and full transaction checks at second-to-minute intervals — depending on your SLA tier.
Performance Monitoring
Response times, database queries and cache hit rates in view, so that gradual degradation is noticed early.
SSL and DNS Control
Certificate expiry and DNS resolution are monitored and renewed in time, before the browser shows a warning.
Escalation instead of Alert Fatigue
Configurable thresholds and defined escalation paths ensure that real incidents receive the right attention immediately.
Loading Time Optimization
Caching strategies, image conversion and Core Web Vitals tuning. Fast shops convert better and rank higher.
Database Tuning
Indexing, defragmentation and query optimization keep the shop fast even as the catalog grows.
Server and Cache Configuration
PHP-FPM, OPcache, Redis and web server are tuned to the deployed system — the basis for all further measures.
Monthly Reporting
Loading time trends, uptime and security metrics in the monthly report — progress stays measurable.
Every Update Controlled: Backup, Staging, Deploy, Rollback
Every update follows the same controlled path
We never apply an update blindly to your live system. First a complete backup is created, then the update is tested on a production-like staging environment, including checks of the checkout process, payment integration and search. Only after a successful test is the update deployed to the live system. Should a problem still occur, a rollback is possible within minutes.
- Backup before every intervention, nothing is lost
- Testing on staging instead of experimenting on the live shop
- Rollback in minutes thanks to tested backups
Six services, one interconnected system
The true strength of our managed service lies not in the individual building blocks but in their interconnection. When monitoring detects an anomaly, we reproduce the cause on staging, develop a fix, deploy it in a controlled way and document the process in the monthly report. No alarm is lost, no problem goes unaddressed — this is exactly what distinguishes a managed service from a pure update service.
- Monitoring, analysis and fix mesh together without a break
- Every incident is documented and discussed in review
- Systems become more stable rather than more fragile over time
Complementary Services
Beyond the six core services, we offer complementary services that enhance the value of your maintenance contract or can be commissioned as standalone one-time engagements — from a security audit to a platform migration.
Performance Optimization
Loading time analysis, caching strategies, image optimization, Core Web Vitals improvement and database tuning. Fast shops convert better and rank higher in search engines.
Server Migration
Moving your shop to a new server or host with minimal downtime. Including DNS changeover, SSL configuration and complete functional testing after migration.
Security Audit
Comprehensive review of your shop for vulnerabilities, misconfigurations and compliance gaps. The result is a prioritized action plan with concrete recommendations.
GDPR Compliance Check
Review of your website for data protection requirements: cookie consent, privacy policy, data processing agreements, data minimization and deletion concepts.
Platform Migration
Migration from one CMS or shop system to Shopware CE or WordPress. Including data migration, redirect planning, SEO preservation and parallel test operation.
Performance Reporting
Detailed monthly reports on uptime, loading times, server utilization, update status and security metrics. Optionally with recommendations and trend analyses.
How We Get Started with You
Technical Audit and Assessment
We analyze your stack: software versions, active plugins and themes, server configuration and existing backup routines. The result is a condition report with a prioritized action plan.
Our SLA Models Compared
We offer three SLA tiers covering different requirements for response times, availability and scope of services. The appropriate model depends on the business criticality of your shop. All models can serve as a foundation and be adapted to your needs. Details are discussed in the initial consultation.
| Service | Basic SLA | Business SLA | Enterprise SLA |
|---|---|---|---|
| Monthly price (net) | €199 | €349 | €699 |
| First response | Within 8 h (business days) | Within 4 h (business days) | Within 45 min (24/7) |
| Monitoring | 5-minute interval | 1-minute interval | 30-second interval |
| Security updates | Monthly | Weekly as needed | Within 24 hours |
| Backup frequency | Daily | Daily + hourly incremental | Daily + hourly + transaction logs |
| Staging environment | On request | Permanently available | Permanent, auto-synchronized |
| Reporting | Quarterly | Monthly | Monthly + real-time dashboard |
| Emergency availability | Business days 9 AM–5 PM | Business days 8 AM–8 PM | 24/7, 365 days |
How Our Services Work Together
An example from everyday operations: monitoring detects an unusual increase in server load. Our team analyzes the cause and finds that a recently updated plugin is causing an inefficient database query. The problem is reproduced on the staging environment, a solution is developed and deployed to the live system after testing. The entire process is documented, included in the monthly report and discussed at the next quarterly review. No alarm is lost, no problem goes unaddressed.
This interplay is what distinguishes a professional managed service from a simple update service. We view your shop as an interconnected system and do not treat symptoms in isolation but identify and fix root causes. The result: fewer incidents, faster problem resolution and a shop that becomes more stable rather than more fragile over time. Learn more about our competence areas and methodology on the references page.
Maintenance as an Investment in Your Business Success
A common misconception is that shop maintenance is purely a cost center. In reality, professional maintenance is one of the most profitable investments in e-commerce. An unplanned outage of just a few hours can cause losses in the five-figure range depending on shop revenue. Add the costs for emergency remediation, which are typically significantly higher than regular maintenance costs. A single security incident can cause long-term reputational damage beyond the direct costs of cleanup and recovery.
Professional maintenance systematically reduces these risks. Regular updating of all software components closes known security gaps. Continuous monitoring detects problems in their early stages before they affect business operations. Tested backup strategies ensure that data loss remains minimal in an emergency. And documented emergency processes ensure rapid recovery when, despite all prevention, a problem occurs.
Beyond risk reduction, professional maintenance directly contributes to revenue growth. Faster loading times demonstrably increase conversion rates. Regular security updates strengthen customer trust, especially during payment transactions. And a reliably available shop with high performance is preferred by search engines in rankings, which increases organic traffic and consequently revenue. When needed, we also take on ongoing performance maintenance as a dedicated focus.
Your Services at a Glance
- Six interconnected core services: Shopware and WordPress maintenance, security updates, monitoring, backups and emergency support
- SLA packages from €199 per month — Basic, Business and Enterprise with first response in 8 hours, 4 hours or 45 minutes
- Every update follows the documented path: backup, staging test, controlled deploy, rollback point
- Standalone services without a contract too: security audit, migration or hack cleanup from €390 (website) or €1,490 (online shop)
- Operated on servers in German data centers, data processing agreement under Art. 28 GDPR included
Build the service package your shop needs
Whether a single service or full managed service: we analyze your maintenance needs and recommend the right combination with clear SLAs.