B2B Shop Maintenance and Support with SLA
Proactive monitoring, prompt security updates and fixed response times for your Shopware system. SLA maintenance from 249 € per month net, with a dedicated contact instead of a ticket queue.
from 249 €
SLA maintenance per month net
30 min
Critical response (Enterprise)
24/7
Availability on the Enterprise plan
50+
managed B2B projects (project experience)
SLA maintenance · prices net plus VAT
- Fixed SLA response times per plan, no queue
- Proactive monitoring from frontend to ERP interface
- Security patches reach production only after a staging test
- Included development hours for ongoing adjustments
Professional 490 € per month, Enterprise 990 € per month. Additional development at an hourly rate of 119 € net (day rate 940 €). Any Shopware B2B Components license costs are shown separately. Every engagement starts with a free maintenance audit.
A B2B shop is business-critical infrastructure: if it goes down or the ERP interface returns incorrect stock levels, you lose orders and trust immediately. Our SLA maintenance keeps your Shopware system secure, up to date and fast — with clearly defined response times, documented processes and a fixed team that knows your integrations.
Maintenance board: uptime, SLA times and backups per plan
Why Professional B2B Shop Maintenance Is Essential
Business-Critical Infrastructure Needs Prevention, Not Firefighting
B2B e-commerce platforms are business-critical infrastructure. Every hour of downtime means lost orders, frustrated procurement departments and eroded trust among your business customers. Our maintenance packages continuously monitor your Shopware installation, deploy security patches promptly and optimize system performance proactively. This way, we prevent issues before they impact your business operations. With 50+ managed B2B projects (project experience), we know the typical weak points of ERP integrations, catalog synchronizations and order workflows.
Particularly Critical: the Interface Between Shop and ERP
Our Support Services in Detail
Proactive Server Monitoring
Around-the-clock monitoring of server load, memory usage, database performance and interface availability. Automatic alerts when thresholds are exceeded, allowing us to intervene before your customers notice anything.
Security Updates and Patching
Prompt installation of Shopware security patches, PHP updates and server upgrades. Every update is first tested in a staging environment before being deployed to your production system.
Backup Management
Daily automated backups of your shop data, databases and configurations. Regular restore tests ensure your backups actually work when you need them in an emergency.
Performance Optimization
Continuous analysis and optimization of load times, database queries and caching strategies. Particularly important for B2B shops with large catalogs and complex pricing calculations.
ERP Interface Monitoring
Monitoring all data flows between your shop and connected ERP systems like SAP or Microsoft Dynamics. Early detection of synchronization issues with inventory, pricing and orders.
Continuous Development
Regular extensions and customizations to your B2B shop. From new features to workflow optimizations and additional interface integrations, tailored to your current requirements.
Security Update Management in Detail
From Security Advisory to Production Patch
Attackers often exploit known weaknesses in Shopware plugins, PHP versions or server components within hours of an exploit's publication. Our patch management process ensures that your B2B portal is protected promptly without jeopardizing ongoing operations. Every patch passes through a defined path from security advisory through risk assessment and staging test to a controlled production deployment.
- Vulnerability monitoring: Daily review of security advisories from Shopware, PHP, MariaDB, Elasticsearch and all deployed third-party plugins for new vulnerabilities
- Risk assessment: Classification of each vulnerability by CVSS score and relevance to your specific installation. Critical patches are given priority treatment
- Staging tests: Every security patch is installed in the staging environment and verified against automated regression tests before production deployment
- Patch cycles: In the Enterprise package, critical patches are applied within 24 hours. In the Professional package on a bi-weekly cycle. In the Essential package monthly
- Dependency audit: Regular review of all Composer and NPM dependencies for known vulnerabilities using automated security scanners
Proactive Monitoring and Alerting
Our monitoring approach goes beyond simple availability checks. We monitor the entire chain, from frontend through the application layer to the database and ERP interfaces. Every anomaly is detected before it develops into a noticeable problem.
Infrastructure Monitoring
CPU utilization, memory, disk capacity, network throughput and I/O latency are captured in real time. Trend analysis detects gradual degradation before thresholds are breached.
Application Monitoring
Monitoring of PHP-FPM worker utilization, OPcache hit rates, Redis cache efficiency and Elasticsearch cluster health. Failed cron jobs and queue backlogs are reported immediately.
Escalation Chains
Multi-tier escalation processes with defined responsibilities. If an alert is not acknowledged within the specified timeframe, it automatically escalates to the next level.
Support Plans Compared
Maintenance packages with clear monthly prices
SLA maintenance packages at a glance
All prices net plus VAT. Every engagement begins with a free maintenance audit and a clear quote. Scope, order volume and the number of interfaces determine the right package.
Essential
Solid baseline for manageable Shopware shops with a single ERP connection.
- 4 h response for critical incidents
- Around-the-clock server monitoring
- Monthly security updates
- Daily backups
- 2 development hours per month
- Available Mon-Fri 9am-5pm
Professional
Extended service with interface monitoring and a dedicated contact.
- 2 h response for critical incidents
- Monitoring incl. ERP interfaces
- Security updates every two weeks
- Daily backups plus hourly snapshots
- 8 development hours per month
- Staging environment and quarterly report
Enterprise
Highest service level for business-critical B2B platforms with 24/7 availability.
- 30 min response, 24/7 availability
- Full stack monitoring
- Security patches within 24 hours
- Real-time database replication
- 20 development hours per month
- Strategic review plus roadmap
Additional development beyond the included hours is billed at an hourly rate of 119 € net (day rate 940 €). Any Shopware B2B Components license costs are not included and are shown separately. You receive a binding quote after the free maintenance audit.
| Service | Essential | Professional | Enterprise |
|---|---|---|---|
| Monthly price (net) | 249 € per month | 490 € per month | 990 € per month |
| Response time for critical incidents | 4 hours | 2 hours | 30 minutes |
| Response time for standard requests | 1 business day | 4 hours | 2 hours |
| Proactive monitoring | Server monitoring | Server + interfaces | Full stack monitoring |
| Security updates | Monthly | Bi-weekly | Within 24 hours |
| Backup frequency | Daily | Daily + hourly snapshots | Real-time replication |
| Included development hours | 2 h per month | 8 h per month | 20 h per month |
| Dedicated contact person | — | Yes | Yes + deputy |
| Staging environment | — | Included | Included + load testing |
| Quarterly review | — | Performance report | Strategic review + roadmap |
| Availability | Mon-Fri 9am-5pm | Mon-Fri 8am-8pm | 24/7 |
Support Plans in Detail
Essential
249 € per month net. A solid foundation for Shopware shops with manageable complexity and a single ERP connection: continuous server monitoring, monthly security updates and daily backups. Response to critical incidents within four hours during business hours. Two included development hours per month for minor adjustments and bug fixes, without requiring each individual measure to be commissioned separately.
Professional
490 € per month net. Extended support with interface monitoring, a dedicated contact person and a dedicated staging environment. Response time for critical incidents of two hours, with availability until 8pm. Eight development hours per month cover feature extensions and workflow optimizations. A detailed quarterly performance report. Recommended for shops with multiple ERP interfaces or above-average order volume.
Enterprise
990 € per month net. The highest service level for business-critical B2B platforms: around-the-clock availability with a 30-minute response time, real-time replication, full stack monitoring and 20 development hours for active evolution. A quarterly strategic review for performance and roadmap planning. A dedicated contact person plus deputy for continuous coverage.
Disaster Recovery and Backup Strategies
Multi-Tier Backups, Geographically Separated, Regularly Tested
A well-designed backup and recovery concept is the insurance policy for your B2B shop. We go beyond simple daily backups and implement multi-tier strategies: daily full backups, hourly incremental snapshots in the Professional and Enterprise packages and real-time database replication in the Enterprise package. Backups are stored encrypted at a minimum of two physically separate locations and are regularly verified through full restore tests.
Version Upgrade Planning and Execution
Major upgrades of the Shopware Community Edition require careful planning. New versions bring improved features, performance optimizations and security enhancements, but can also cause incompatibilities with existing plugins or custom interface developments. Our upgrade process minimizes risks and downtime.
Compatibility Analysis
Before each upgrade, we check all deployed plugins, custom modifications and interfaces for compatibility with the target version. Incompatible components are identified and a migration plan is created.
Our Incident Response Process
Detection and Alerting
Our monitoring system detects anomalies in real time: unusual server load, failed ERP synchronizations, elevated error rates or availability issues. The responsible technician receives an automatic notification with all relevant diagnostic data.
Incident Response: From Incident to Resolution
A defined incident response process is critical for acting quickly and methodically during security incidents or critical system failures. Our approach follows established IT security practices and is tailored to the specific requirements of B2B e-commerce platforms.
- Immediate containment: Upon detecting security incidents, we immediately isolate affected system areas to prevent spread while keeping the rest of the shop available
- Forensic analysis: Systematic investigation of the attack cause, scope and affected data. Logging of all findings for subsequent review and any GDPR reporting obligations
- Recovery and hardening: Remediation of the exploited vulnerability, restoration of normal operations and implementation of additional protective measures against similar attack vectors
- Post-incident review: Joint review of the incident with your team. Documentation of findings, adjustment of monitoring rules and updating of emergency plans
Unsure About the State of Your Shop's Maintenance?
In a no-obligation conversation, we clarify which SLA fits your order volume and your interfaces.
Performance Monitoring and Optimization Cycles
The performance of a B2B shop is not a static state. With every new product import, every additional plugin and every extension of pricing logic, new bottlenecks can emerge. Our continuous performance monitoring identifies degradation early and initiates countermeasures.
Monthly Performance Audits
Regular analysis of Core Web Vitals, server response times and database performance. Comparison with previous months to detect gradual degradation.
Database Maintenance
Regular optimization of database indices, cleanup of orphaned data and slow query log analysis. Table optimization and statistics updates maintain consistent query speed.
Cache Efficiency Monitoring
Monitoring of Redis cache hit rates, Varnish hit ratios and browser cache effectiveness. When hit rates decline, we adjust caching strategies accordingly.
How Our Maintenance Process Works
Initial Audit and Onboarding
We analyze your existing Shopware installation, document all interfaces and customizations and identify potential vulnerabilities. Based on this analysis, we create a customized maintenance plan for your system.
This approach has proven itself across 50+ managed B2B projects (project experience). The structured maintenance process ensures that no update reaches your production system without prior testing and that every measure taken is thoroughly documented. When taking over existing systems from other agencies, the initial audit step is especially important: we gain a complete picture of the codebase, interfaces and configuration history before assuming maintenance responsibility.
Documentation and Knowledge Transfer
Thorough documentation is the foundation of sustainable maintenance. We ensure that knowledge about your B2B shop is not tied to individual people but exists in structured form and is accessible at all times.
- System documentation: Complete description of server architecture, deployed software versions, all configuration parameters and network topology
- Interface documentation: Detailed description of every ERP interface with data flow diagrams, mapping tables, error handling and contact persons on both sides
- Runbooks: Step-by-step instructions for common maintenance tasks, known issues and their solutions, and emergency procedures for various failure scenarios
- Change log: Complete documentation of all system changes, including configuration changes, plugin updates and custom modifications with date, responsible person and rationale
- Knowledge transfer sessions: During personnel changes on your side or ours, we conduct structured handover sessions that ensure no critical knowledge is lost
What Sets B2B Maintenance Apart From Standard Web Care
| Aspect | Standard web care | B2B shop maintenance |
|---|---|---|
| ERP interfaces | rarely present | regression-free with every update |
| Prices and conditions | fixed list prices | customer-specific lists, volume discounts |
| Approval workflows | hardly relevant | multi-tier, tested for update safety |
| Load patterns | seasonal spikes | consistently high data integrity |
| Documentation duty | optional | audit-ready (e.g. ISO 9001) |
Maintaining a B2B e-commerce system requires a different competency profile than caring for a regular website or B2C shop. ERP interfaces must remain regression-free with every Shopware update, customer-specific price lists and contractually agreed conditions must not be altered, and multi-tier approval workflows must continue to function reliably even after a plugin update. Our team knows these specifics from daily practice and tests every update specifically against the business-critical functions of your B2B shop. Our e-commerce consultants help you find the right balance between innovation and stability.
When a buyer places a blanket order for 200 items at 7 AM, the real-time availability check against the ERP must function flawlessly. We tailor resource allocation, database maintenance windows and cache invalidation precisely to these B2B-specific load patterns.
Another essential difference concerns documentation requirements. B2B companies are frequently subject to industry-specific regulations such as ISO 9001 or sector-specific quality standards that demand complete traceability of all system changes. Every patch, every plugin update and every configuration change is logged in our system and can be presented as evidence during audits. This depth of documentation fundamentally distinguishes professional B2B maintenance from basic technical upkeep. In addition, automated performance monitoring separates nightly EDI imports from morning load monitoring and thus avoids false alarms.
Frequently Asked Questions About B2B Shop Maintenance
Request a free maintenance audit
Tell us briefly about your shop system, your interfaces and your order volume. You receive an honest assessment and a package recommendation, with no obligation. You can also call us at +49 5123 9579000.