Ongoing maintenance, optimization, and evolution service for your eCommerce platforms. Dedicated teams that know your business and offer proactive support to keep your online store running at peak performance.
Features
Benefits
What eCommerce support and maintenance includes
An online store isn't finished on launch day. Platform versions change, security patches come out, modules are updated, third-party APIs evolve and the business asks for new features. Our service covers three types of work.
Corrective work fixes incidents: something that used to work and has stopped working. Preventive work gets ahead of problems, with updates, performance reviews and monitoring of errors and integrations. Evolutionary work improves the store continuously, with new features, checkout changes or new integrations.
The service also covers everything around the platform: integrations with the ERP, CRM or logistics provider, payment gateways and the scheduled processes that move data every night. Many incidents a customer perceives as a store failure actually originate in one of those connections.
The same team handles all of it, so whoever fixes an incident knows the code, the integrations with your ERP and the particularities of your business.
Support priorities and response times
Each incident is classified by its impact on sales, and each level has a maximum response time. Critical, when the store is down or can't sell: under 1 hour. High, when an important feature fails, such as a payment method or order sync with the ERP: under 4 hours. Medium, for errors affecting part of the operation without stopping sales: under 8 hours. Low, for questions and minor adjustments: under 24 hours.
Emergencies are handled 24/7, including weekends and public holidays. Response time is the window within which a technician starts working on the incident; while it's being resolved, we keep you informed of the diagnosis and next steps.
When an incident is closed, its cause and how it was resolved are recorded. If the same problem recurs, it isn't patched again: the root cause is analysed and a permanent fix is proposed as part of preventive work.
Planned updates, not improvised ones
Updates are the most common source of scares in an online store, precisely because they are done late and in a hurry. We plan them: we track security patches and new versions of the platform, PHP and the installed modules, and propose a schedule that avoids your peak sales dates.
Every update is applied first in a staging environment, where we check the buying journeys, the integrations and the custom developments. Only then does it go to production, with a rollback plan in case something doesn't behave as expected. That keeps the store secure without piling up years of pending versions.
Continuous improvement with a shared plan
The evolutionary part of the service works from a list of improvements prioritised with your team: what customers ask for, what customer service picks up, what conversion data shows and what the business needs for the coming season. Each improvement is estimated before work starts, so you know what will be done and what it involves.
We regularly review the state of the store, what has been delivered and what comes next. We document changes so that knowledge of the platform doesn't depend on a single person or get lost if your team changes.
If you have your own developers, the service adapts: we can take care of just the platform and integrations, review the code your team delivers or reinforce it at busier times, working from the same repository and the same working standards.
Frequently asked questions
Do you provide support and maintenance for stores built by another agency?
Yes. Before taking it on we carry out an initial review of the code, modules, server, integrations and access, so we know what state the store is in and what risks it carries. With that information we agree how to start and what should be fixed first.
Which platforms does your eCommerce support and maintenance service cover?
Magento and Adobe Commerce, PrestaShop, Shopify and VTEX, as well as custom developments and the integrations with ERP, CRM, PIM and payment gateways that are part of the store. If your store runs on another platform, we review its condition before proposing the service.
How do I report an out-of-hours emergency to eCommerce support?
Through the emergency channel published on our support contact page, available 24/7. A store that is down or unable to sell is treated as a critical incident, with a response time of under 1 hour.
What's the difference between an incident and an improvement in eCommerce maintenance?
An incident is something that used to work and has stopped working: it's handled by priority, with the response times for each level. An improvement is something new or different from what exists: it's estimated, prioritised alongside other improvements and scheduled as part of evolutionary work.
Need this service?
Contact us and we will advise you on the best solution for your project.
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