Support, maintenance & monitoring

Support and monitoring, side by side

Two things run in parallel. Support keeps the store healthy and responds when something is wrong, while monitoring watches it continuously so problems surface early rather than after an incident.

Support & maintenance

Keeping the store secure, current and running — with someone reachable when it matters.

→Priority response under an agreed SLA

→Security patches and platform updates

→Backups and incident response

→Bug fixes and technical troubleshooting

Monitoring your webshop

Watching the store continuously, so security problems and outages are caught before they reach your customers.

→Continuous malware scanning

→CSP monitoring for JavaScript injections

→Regular checks with the Sansec scanner for possible backdoors or unpatched third-party plugins for possible backdoors or unpatched third-party plugins

→Uptime monitoring and alerting

How the support agreement works

Every agreement is tailor-made, because a store handling a few orders a day does not need the same cover as one that cannot afford an hour of downtime. Together we agree on:

Response times, and which issues count as urgent
Coverage hours — business hours or 24/7 for critical incidents
A monthly allocation of development hours, so work is planned rather than improvised
Who to contact, and how issues are reported and tracked
What is included in maintenance versus what counts as new development

You get a named team that already knows your store, not a ticket queue that starts from scratch every time.

What’s included

One team covers the whole relationship, from urgent fixes to long-term roadmap work.

Tailor-made support agreement

Response times, coverage hours and priorities agreed around how your business actually operates — not a fixed package.

Security & platform updates

Patches applied and platform versions kept current, with upgrades planned in advance rather than forced by an incident.

Monitoring for a healthy shop

Continuous malware scanning and checks for possible backdoors, so your store stays healthy and you do not lose money or your customers’ trust.

Bug fixes & troubleshooting

Technical issues investigated and fixed properly, with the root cause addressed rather than the symptom.

Feature development

A monthly allocation of development hours for new features, integrations and improvements, planned together.

Performance & technical health

Ongoing attention to response times, database health and technical SEO, so the store does not degrade over time.

Project management platform

We add you to our project management platform, where you can open tickets and requests, follow what we are working on, and track hours spent — so nothing gets lost in email.

Looking for a long-term partner?

Tell us about your store, your platform and how much development you expect each month — and we’ll put together an SLA that fits.

Start a project → 0590 444 94

Questions we get asked

Straight answers on what support covers, response times, updates and monitoring.

What is included in a support agreement?

Agreed response times, coverage hours, and clear priorities for what counts as urgent — plus security patches, platform updates, monitoring and bug fixes. Most agreements also include a monthly allocation of development hours for new work. Every SLA is put together around how your business operates.

Do you offer 24/7 support?

Yes, where the store genuinely needs it. For businesses that cannot afford downtime we agree 24/7 cover for critical incidents. In practice, though, most stores do not run on 24/7 support — it is expensive to staff, and for lower-risk shops business-hours cover is usually the sensible choice. We scope the cover to what the store actually requires rather than selling the largest package.

Can you support a store you did not build?

Yes. We take on stores built by other agencies regularly. We start by reviewing the codebase and infrastructure so we know what we are maintaining, then take over support and development from there.

What counts as maintenance and what is new development?

Maintenance covers keeping the store running as it is: security patches, platform updates, bug fixes and incident response. New features, integrations and larger improvements are development work. We define the line clearly in the agreement, so there is no argument about it later.

How do we report issues?

Usually through our project management platform, where we add you as a user — you open a ticket, it gets logged, prioritised according to the SLA and tracked to resolution. Urgent incidents can always be reported by phone or email as well. Either way you can see what has been reported, what is being worked on, what is done and how much time was spent, instead of chasing it in a mailbox.

Do you keep the store updated to new platform versions?

Yes. Security patches are applied as they are released, and larger platform upgrades are planned in advance and scheduled rather than left until something forces the issue. Staying current is far cheaper than catching up after years of skipped updates.

Can we buy a fixed number of development hours per month?

Yes. A monthly allocation means development is planned and predictable, and there is always capacity reserved for your store rather than competing with other projects each time.

Do you monitor the store?

Yes. We set up uptime and error monitoring so problems are usually spotted before your customers report them. We also run continuous malware scanning, CSP monitoring for JavaScript injections, and regular checks with the Sansec scanner for backdoors and unpatched modules — plus backups and a defined process for responding when an incident does happen.