---
title: "Shopware Support & Maintenance — 99.95% Uptime"
description: "Shopware support with SLA — monitoring, security updates, Shopware updates and bugfixes. Including takeover of shops built by other agencies."
canonical_url: "https://nuonic.de/en/shopware-agency/support"
last_updated: "2026-08-14T18:31:50.004Z"
---

<about-hero background="navy" subtitle="A shop that carries revenue isn't a project — it's operations. Monitoring, updates and response times under SLA instead of hope.">

Shopware support without <span>



</span>



<span className="mono-hl">

worrying.

</span>



<template v-slot:anchor="">
<span className="text-amber-500">

99.95% uptime

</span>

 in the SLA. Updates planned, not feared.

</template>
</about-hero>

<about-mission label="Operations">
<template v-slot:heading="">

Updates aren't a risk. They're routine.

</template>

<template v-slot:quote="">

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.

</template>

<template v-slot:body="">

Shopware continuously releases security and feature updates. Postponing them
accumulates technical debt with compound interest: vulnerabilities,
incompatible plugins, an ever more expensive backlog. Our maintenance model
makes updates routine — tested in staging, rolled out via pipeline, monitored
from the first minute. And if something does jam, an SLA with defined
response times applies — not ticket limbo.

</template>
</about-mission>

<about-principle :points="[{"title":"Monitoring & alerting","description":"Availability, performance and error rates watched around the clock — we know before your customers do."},{"title":"Security & Shopware updates","description":"Security patches promptly, version updates planned and tested in staging — the shop stays current without you noticing."},{"title":"Bugfixes under SLA","description":"Defined response times by severity, transparently reported. Critical issues immediately, cosmetics on schedule."},{"title":"Development with context included","description":"The team operating your shop also builds its next features — no onboarding surcharge with every order."}]" background="navy" label="Services" statLabel="uptime in the SLA — monitored, reported, accounted for." statValue="99.95%">
<template v-slot:heading="">

Operations with accountability.

</template>

<template v-slot:thesis="">

Support here isn't a call center, it's system responsibility: whoever maintains the shop has to understand it — which is why engineers run our support, not ticket forwarders.

</template>
</about-principle>

<contact-steps :steps="[{"title":"Code & system audit","description":"We assess code quality, update status, security posture and infrastructure — you get an honest picture of where things stand."},{"title":"Stabilization","description":"Critical gaps first — security updates, backups, monitoring. The shop reaches a defensible state."},{"title":"Managed operations","description":"A maintenance contract with SLA, update cadence and a fixed contact. From now on the shop is our problem — contractually."}]" background="gray" label="Shop takeover">

Your shop, built by another agency?

</contact-steps>

<focus-flow :rows="[{"phase":"Prio 1 — Outage","goal":"Shop unreachable, checkout broken","result":"under 2 hours"},{"phase":"Prio 2 — Degradation","goal":"Partial function down, performance drop","result":"same business day"},{"phase":"Prio 3 — Fault","goal":"Errors without revenue impact","result":"within 2 business days"},{"phase":"Prio 4 — Change","goal":"Smaller changes and improvements","result":"planned in sprint"}]" goalLabel="Example" label="Response times" phaseLabel="Incident class" resultLabel="Response">



</focus-flow>

<home-audience :butForItems="["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."]" :notForItems="["One-off requests without a contract or system knowledge.","Shops deliberately opting out of updates.","Support without access to code and infrastructure."]" background="navy" butForLabel="Where we're the right fit" label="Who it's for" notForLabel="Where we're not the right fit">
<template v-slot:heading="">

Support is a <span className="mono-hl">

system contract.

</span>
</template>
</home-audience>

<faq-section :items="[{"question":"What does Shopware support cost?","answer":"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."},{"question":"How fast do you respond to incidents?","answer":"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."},{"question":"Do you take over shops built by another agency?","answer":"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."},{"question":"How often should a Shopware shop be updated?","answer":"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."},{"question":"Do I need a maintenance contract, or is on-demand support enough?","answer":"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."},{"question":"What exactly does a maintenance contract include?","answer":"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."},{"question":"Do you also offer Shopware hosting?","answer":"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."},{"question":"Do you still support Shopware 5 shops?","answer":"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."}]" background="default" label="FAQ">

Support questions.

</faq-section>

<service-contact background="navy" ctaLabel="Start your system audit →" ctaTo="/en/contact" image="/images/team/founders.jpg" imageAlt="Benedikt Rillox and Alex Jank, the founders of nuonic Digital" label="Contact" phone="+49 8141 828197-0">
<template v-slot:heading="">

Sleep better than your shop <span className="font-extrabold">

stays awake.

</span>
</template>

<template v-slot:body="">

One audit, one condition report, one maintenance model with SLA. Even — especially — if we didn't build the shop.

</template>
</service-contact>