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GDPR-compliant B2B shops

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.

Request a free maintenance audit Call: +49 5123 9579000
SLA maintenance from 249 € per month net Response from 30 minutes on the Premium plan Proactive monitoring of the entire stack

two-way

real-time ERP sync

30 min

Critical response (Premium)

24/7

Availability on the Premium plan

50+

managed B2B projects (project experience)

SLA maintenance · prices net plus VAT

from 249 € per month net
  • 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
Request a free maintenance audit View all services

Business 490 € per month, Premium 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

SLA maintenance · health at a glance
Your maintenance board for the B2B shop
Uptime, SLA response times met and verified backups — each plan with a fixed response time and a clear monthly price
99.9
Uptime · 30 days
98 %
SLA times met
100 %
Backup runs verified
Premium · 30 min
UnmaintainedBasis 4 hBusiness 2 hPremium 30 min
Basis
249 €
per month net · 4 h response
BusinessPopular
490 €
per month net · 2 h response
Premium
990 €
per month net · 30 min response
SLA maintenancefrom 249 € per month
Status today0 critical alerts
Illustrative example — values for illustration. Monthly prices net plus VAT.

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.

End-to-end monitoring
Watched from the frontend to the ERP
Frontend
Application
Database
ERP / SAP
Load time OKCache OKQuery time OKInventory in sync
Anomaly in ERP sync detected engineer alerted
Root cause fixed, inventory back in sync

Particularly Critical: the Interface Between Shop and ERP

When a SAP connection no longer synchronizes inventory data correctly, your customers see inaccurate availability and order items that cannot be delivered. When a pricing interface returns incorrect conditions, billing discrepancies arise that must be corrected manually. Our maintenance packages address exactly these weak points through targeted interface monitoring and automated plausibility checks on synchronized data.

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.

Patch management
From security advisory to a tested deploy
Day 0 · Advisory
Vulnerability logged
Daily checks of Shopware, PHP, MariaDB and all plugins
Assessment
CVSS score and relevance
Critical patches are prioritized and scheduled
Staging
Regression test and sign-off
No patch reaches your production system unchecked
Production
Deploy in the maintenance window
Premium within 24 h · rollback prepared
  • 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 Premium package, critical patches are applied within 24 hours. In the Business package on a bi-weekly cycle. In the Basis 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.

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.

Basis

Solid baseline for manageable Shopware shops with a single ERP connection.

249 € per month net
  • 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
Request a consultation
Popular

Business

Extended service with interface monitoring and a dedicated contact.

490 € per month net
  • 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
Request a consultation

Premium

Highest service level for business-critical B2B platforms with 24/7 availability.

990 € per month net
  • 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
Request a consultation

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.

Support Plans Compared

ServiceBasisBusinessPremium
Monthly price (net)249 € per month490 € per month990 € per month
Response time for critical incidents4 hours2 hours30 minutes
Response time for standard requests1 business day4 hours2 hours
Proactive monitoringServer monitoringServer + interfacesFull stack monitoring
Security updatesMonthlyBi-weeklyWithin 24 hours
Backup frequencyDailyDaily + hourly snapshotsReal-time replication
Included development hours2 h per month8 h per month20 h per month
Dedicated contact personnot included included Yes + deputy
Staging environmentnot included included Included + load testing
Quarterly reviewnot included Performance reportStrategic review + roadmap
AvailabilityMon-Fri 9am-5pmMon-Fri 8am-8pm24/7

Support Plans in Detail

Basis

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.

Business

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.

Premium

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 Business and Premium packages and real-time database replication in the Premium package. Backups are stored encrypted at a minimum of two physically separate locations and are regularly verified through full restore tests.

Backup and recovery
Multi-tier, two separate locations
1
Full backup · daily
Entire installation incl. database, media and configuration
all plans
2
Incremental snapshots · hourly
Only changes since the last snapshot
from Business
3
Real-time replication
Second-accurate mirror of the production database
Premium
AES
Two physically separate locations
Encrypted with AES-256 · RPO under 1 min, RTO under 30 min
DE

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.

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

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.

Discuss Maintenance
SLA-Based Response Times
Proactive Monitoring
Security Updates
Daily Backups
Staging Environment
Documented Processes

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

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

AspectStandard web careB2B shop maintenance
ERP interfacesrarely presentregression-free with every update
Prices and conditionsfixed list pricescustomer-specific lists, volume discounts
Approval workflowshardly relevantmulti-tier, tested for update safety
Load patternsseasonal spikesconsistently high data integrity
Documentation dutyoptionalaudit-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.

B2B Commerce Agency maintenance approach

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. For detailed planning, it is worth reading Upgrading to Shopware 6.7: A B2B Maintenance Plan and IT Security and NIS2 for Your B2B Shop.

Frequently Asked Questions About B2B Shop Maintenance

How your machinery spare parts portal could look

The draft shows how a part can be traced by machine number, assembly group or part code, and how delivery classes and returns are explained. The business shown here is invented.

Draft
Mechanical engineering

Spare parts portal with three routes to the part

A draft for the spare parts division of a machine builder: the route to a part runs via the machine number, via the assembly group or via the part code, which can be checked directly on the page. Seven assembly groups can be stepped through, each with a parts list, code and availability. Instead of hoped-for dates, the draft names four delivery time classes and explains returns and core deposits separately.

Parts searchAssembly groupsDelivery classesReturns

Illustrative layout drafts. The businesses shown are fictitious; these are not client projects.

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