Maintenance & support

Depending on the chosen package, the following services are included: Regular updates of CMS, plugins and themes, security monitoring, backup creation, performance monitoring, technical support via email/phone, and a fixed number of support hours for individual adjustments or problem solving.

Our response times depend on the chosen package: Basic customers receive a response within 48 hours, Professional customers within 24 hours, and Enterprise customers have priority support with a guaranteed response time of under 30 minutes for critical issues during regular business hours.

Enterprise customers have priority access to our emergency support via a dedicated hotline. Professional customers can use our emergency service for an additional fee (hourly rate €100–160). Basic customers will be given priority on the next business day.

Support hours can be accumulated for up to 3 months. After that, any unused hours expire. Enterprise customers can accumulate up to 20 hours. Additional hours can be booked at a discounted hourly rate.

E-commerce systems:

• • Magento / Adobe Commerce: 2.4.x, Open Source & Commerce, Hyvä
• • WooCommerce: 8.x – 11.x including Germanized and German Market
• • Shopware: 6.5.x & 6.6.x, Community to Enterprise
• • Shopify: Online Store 2.0, Shopify Plus, Liquid Themes

Content Management Systems:

• • WordPress: 6.x & 7.x including Multisite, Elementor, Divi, ACF Pro
• • Joomla!: 4.x & 5.x incl. VirtueMart and HikaShop

Inventory Management & ERP:

• • SAP Business One, Microsoft Dynamics 365
• • JTL-Wawi, plentymarkets, Billbee
• • Lexware, DATEV, Sage
• • pickware, Actindo, Tradebyte

Frameworks & Technologies:

• • PHP (Laravel, Symfony, Zend/Laminas)
• • JavaScript (React, Vue.js, Angular, Node.js)
• • Headless Commerce & PWA
• • REST APIs & GraphQL

We work exclusively with encrypted connections (SSH/SFTP), do not store passwords in plain text, and use two-factor authentication. All backups are stored encrypted on German servers. We are GDPR compliant and are happy to sign a data processing agreement (DPA).

Yes, you can upgrade or downgrade your package monthly. The notice period is 30 days before the end of the month. When upgrading, only the difference for the current month will be charged proportionally. No hidden costs, no minimum contract term.

Professional and Enterprise customers are protected by our security monitoring. Should a hack occur despite this, cleanup is included. Basic customers pay €360 for complete cleanup and security. We offer preventative security audits for €210–€330.

Yes, we offer customized training: basic training (4 hours) for €480, intensive training (8 hours) for €800, or regular workshops. Enterprise customers receive two free training sessions per year. Remote training via Zoom is also available.

At the end of the contract, you will receive complete documentation of all access rights, a current backup of your website/shop, a list of all changes made, and, upon request, a handover session with your new service provider. The handover will be professional and seamless.