Shopware support without worrying.
A shop that carries revenue isn't a project — it's operations. Monitoring, updates and response times under SLA instead of hope.
Updates aren't a risk. They're routine.
The most expensive shop is the one that hasn't been updated in two years — it pays extra at every security incident and every feature request.
Operations with accountability.
Monitoring & alerting
Availability, performance and error rates watched around the clock — we know before your customers do.
Security & Shopware updates
Security patches promptly, version updates planned and tested in staging — the shop stays current without you noticing.
Bugfixes under SLA
Defined response times by severity, transparently reported. Critical issues immediately, cosmetics on schedule.
Development with context included
The team operating your shop also builds its next features — no onboarding surcharge with every order.
Your shop, built by another agency?
We assess code quality, update status, security posture and infrastructure — you get an honest picture of where things stand.
Critical gaps first — security updates, backups, monitoring. The shop reaches a defensible state.
A maintenance contract with SLA, update cadence and a fixed contact. From now on the shop is our problem — contractually.
| Incident class | Example | Response |
|---|---|---|
| Prio 1 — Outage | Shop unreachable, checkout broken | under 2 hours |
| Prio 2 — Degradation | Partial function down, performance drop | same business day |
| Prio 3 — Fault | Errors without revenue impact | within 2 business days |
| Prio 4 — Change | Smaller changes and improvements | planned in sprint |
Support is a system contract.
- One-off requests without a contract or system knowledge.
- Shops deliberately opting out of updates.
- Support without access to code and infrastructure.
- Shops with meaningful revenue and no in-house dev team.
- Merchants after an agency switch — including an honest initial audit.
- Systems with custom code that need update discipline.
Support questions.
What does Shopware support cost? +
Our maintenance contracts start at around €1,000 per month — including monitoring, security updates and an SLA. The exact price depends on shop size, custom code and desired response times, and is fixed after the system audit.
How fast do you respond to incidents? +
By severity — for critical outages the SLA-defined response time applies, typically under two hours during business hours with an on-call arrangement beyond. Binding in the contract, not in the fine print.
Do you take over shops built by another agency? +
Yes, regularly. The entry point is a code and system audit with an honest condition report; then we stabilize and take over operations contractually. A bad inheritance isn't an obstacle — just a factor in the plan.
How often should a Shopware shop be updated? +
Security updates immediately upon release, minor updates on a planned four-to-eight-week cadence, major versions as a planned project. What matters is the process — staging test, automated checks, monitored rollout.
Do I need a maintenance contract, or is on-demand support enough? +
On-demand means queueing in an emergency — with no SLA and no system knowledge on the other side. For a shop carrying meaningful revenue, a maintenance contract is simply the cheaper insurance.
What exactly does a maintenance contract include? +
Monitoring with alerting, security patches, planned Shopware updates including staging tests, backups with verified restore, a bugfix quota and defined response times. Plus a monthly report — what ran, what changed, what's next.
Do you also offer Shopware hosting? +
We run shops on capable managed infrastructure from our hosting partners and own the architecture on top — caching, deployments, monitoring. You get operations from one hand without being chained to a hoster.
Do you still support Shopware 5 shops? +
Yes — as transitional support. We keep Shopware 5 systems secured and running, but we say clearly that every month without a migration plan raises the risk. That's why maintaining legacy systems always comes with a migration path.
Sleep better than your shop stays awake.
