PrestaShop Support.
Peace of mind on subscription.
Secure your store against crashes, corrupted modules, and attacks. Flat-rate technical support (SLA) guarantees you have an expert on standby ready to react immediately.
Store downtime costs you real money.
Broken InPost integration? Blank white page after installing a new payment module? A 500 error trying to access the checkout? Without constant support, in the event of a failure, you end up in a looooong queue waiting for "some developer".
Failure without an SLA contract
You look for help in Facebook groups. Nobody answers. You send inquiries to agencies – lead time is 2 weeks. The store is stalled, customers leave for competitors, and you lose hundreds/thousands a day on burned Ads campaigns.
Failure with an SLA package
You submit a priority ticket (even at 10 PM or on the weekend, depending on the package). The bug is diagnosed immediately outside the standard queue. The issue is resolved, and the store resumes sales before most customers even notice.
What does professional technical support include?
My SLA contract goes far beyond just reacting to fires. Primarily, it means smart prevention and a proactive approach towards your sales stability.
Guaranteed Response Time
Depending on the package, you gain certainty that in a critical failure (e.g., checkout crash), I'll sit down to your code within max. 2-4 hours from the report.
External Backups
Even if your entire server burns down at the hosting provider, I have secured and encrypted copies of your files and database ready for emergency deployment in 2 hours.
Security Audits
I periodically scan the store code looking for known security vulnerabilities (CVE) in third-party plugins, preventing malicious code injection.
Transparent SLA Packages
We sign the support contract for a minimum of 6 months. You can use the package time to fix bugs, install new modules, or make minor Front-End changes.
Starter (SLA-10)
Ideal for small stores needing basic support in emergency situations.
- ✓ Pool of 6 support hours per month
- ✓ Response time to critical errors (checkout/panel) – up to 24 business hours
- ✓ Daily, multi-stage DB and file backups
Growth (SLA-20)
For dynamically developing e-commerce needing a proactive caretaker.
- ✓ Pool of 14 hours (for any use)
- ✓ Response time to critical errors – up to 8 business hours
- ✓ Periodic updating of key modules
- ✓ Uptime 24/7 monitoring (phone alerts if it goes down)
Enterprise (SLA-VIP)
Business continuity guarantee for leaders with hundreds of thousands in turnover.
- ✓ Over 40 hours of work or 24/7 DevOps
- ✓ Response time from 2h to 4h, also on selected weekends and holidays
- ✓ Direct phone contact anytime regarding server issues
Have questions?
What is the difference between emergency repair and SLA?
SLA (Service Level Agreement) care is a contract guaranteeing my availability. A client without an SLA contract falls into the standard queue with any contractor, repairs can take days/weeks. Paying the subscription buys guaranteed time and my priority - when your store goes down, I put aside other tasks and save your business immediately.
What happens if I don't use all the hours in my package?
In the SLA model, you pay mainly for readiness, availability, and priority repairs. If the store was in perfect condition all month – that's excellent, it means prevention and administration are working correctly. Unused hours do not roll over (the exception is the custom Enterprise package, terms negotiated).
My store was built by another agency (has "spaghetti code").
I take over third-party stores, but in such extreme cases, an initial, paid Technology Audit (coding/security) is required. If the code is full of holes, I first quote the stabilization work (relieving the technical debt), and then we sign a contract for recurring maintenance.
Entrust technology to experts
Sign an SLA contract and focus 100% on what you do best – planning the sales and marketing for your brand.
Tell me about your sales model and monthly traffic.
Contact regarding SLAI will prepare a draft transparent contract for you.