Shopware Agency · Support & SLA
Supportthat 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.
When nobody is around after go-live
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 makes our work 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.
Long-term, not project by project
Several of our clients are with us on running support and maintenance contracts for years. Long term it saves money and makes releases calm.
Frequently asked questions
What does second-level support mean for Shopware?
What response times do you guarantee?
Do you also support shops you didn't build?
How do you keep Shopware secure and up to date?
Is it the same team in support as in development?
Related Shopware topics
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Discuss your support setup
Tell us which SLAs you need and which systems to maintain. We send you a fitting proposal.