Shopware Agency · Support & SLA
After go-live the real work starts. We take over second-level support for Shopware with defined SLAs, fixed release rhythms and a team that knows your shop.
The implementation is done, the project team disbands, and six weeks later somebody discovers that the DHL integration has been quietly swallowing orders. This is where you need an agency that stays for the long haul – not one that's selling the next project.
What matters for Support & SLA
Support lives or dies by commitment. Make sure response and escalation times are written into an SLA, not just promised verbally. We define fixed SLAs for response and escalation, so in an incident you know exactly when things happen. It also matters that the same people who know your shop answer your support, rather than a rotating ticket pool. That way nobody has to explain your setup from scratch every time.
Good support doesn't wait for the ticket, it spots the problem first. Critical systems need monitoring, so a silent integration isn't discovered six weeks too late. Predictable release rhythms with fixed slots matter just as much: updates and fixes run on a steady cadence, not in frantic late-night scrambles. We rely on 24/7 monitoring of critical systems and fixed release cycles, so security and currency stay dependable.
What makes our work in Support & SLA measurable
- fixed SLAs
- response & escalation in writing
- 100%
- support by the same team
- 24/7
- monitoring of critical systems
- fixed slots
- predictable release cycles
What our support covers
Clear SLAs
Response times, escalation levels, emergency contacts – in writing. You know what you're booking, we know what we deliver.
Fixed release rhythms
Predictable release cycles for features, hotfixes and Shopware security updates – not someday, but in fixed slots.
Monitoring and proactivity
We check shop, integrations and security status regularly. Many issues we catch and fix before your team even notices.
Same team
The engineers in support are the ones who know your shop – not an external hotline. Knowledge loss costs real money here.
The same team stays on
We don't sell you the next project; we stay your long-term contact. For us, support means commitment, monitoring and a team that knows your shop.
SLAs in writing
Response and escalation are committed in writing, not promised verbally. In an incident you know exactly when things happen.
Always the same team
The same people who know your shop answer your support. Nobody has to re-explain your setup.
Proactive monitoring
We monitor critical systems around the clock. A silent integration won't surface only weeks later.
Predictable releases
Updates and fixes run in fixed slots, not frantic night actions. Releases stay calm and plannable.
Data & Insights
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Frequently asked questions