Shopware Agency · Support & SLA

Support that actually takes over

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.

After go-live, suddenly nobody is around to call.

An integration swallows orders and no one notices.

Every bug lands with a new, unfamiliar contact.

Response times are written down nowhere binding.

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.

How fit is your Shopware shop?

Enter your shop URL – the Shopware audit checks 25+ data points on performance, security, SEO and Shopware setup in 30 seconds.

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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.