Ongoing Support and Maintenance
Go-live is not the end of the project but the beginning of productive operations. A B2B shop requires continuous care: security updates, performance monitoring, adjustments to changing business processes and further development based on usage data. The following questions illuminate how we ensure the ongoing operation of your platform and what options for long-term support are available.
- What maintenance packages does XICTRON offer? We offer tiered maintenance packages tailored to different requirements. The base package includes monthly security updates, daily backups and basic monitoring. Extended packages additionally include performance monitoring, proactive optimization suggestions and a defined hourly contingent for adjustments and bug fixes. For business-critical platforms, we offer enterprise SLAs with contractually defined response times and extended availability.
- How quickly does XICTRON respond to technical issues? Response time depends on the agreed service package. With the base package, we respond within 24 hours on business days. Enterprise SLAs offer response times of four hours or less, including weekends. Critical security incidents are treated with the highest priority regardless of the package. All response times and escalation paths are contractually defined.
- Can the shop be extended with new features after go-live? Yes, further development is an integral part of our support concept. New features are implemented as standalone commissions or within an ongoing hourly contingent. Prioritization is done jointly with you, based on business value and technical effort. Typical post-go-live extensions include additional ERP interfaces, expanded self-service functions, new sales channels and performance optimizations.
- How are Shopware updates applied? Shopware updates are first evaluated in our test environment. We check compatibility with your custom modifications and plugins, test all critical business processes and document any adjustment requirements. Only after successful validation is the update transferred via the staging environment to the production environment. This process ensures that updates have no unexpected impact on your ongoing operations.
- What happens if we want to switch providers? Since we exclusively use open-source technologies, the entire source code belongs to you. In the event of a provider switch, we provide complete handover documentation covering architecture, configurations, interfaces and custom modifications. We actively support the handover process to enable a smooth transition. There is no vendor lock-in.
- How is shop performance monitored long-term? We rely on continuous monitoring of the most important performance metrics: page load times, server utilization, database performance, API response times and error rates. When deviations from defined thresholds occur, notifications are triggered automatically. In quarterly reviews, we analyze the development of performance data and derive proactive optimization measures before problems become noticeable.