Support & Maintenance
To ensure continuity in ERP, CRM, B2B, e-commerce and custom software systems, we provide maintenance, monitoring, integration tracking and request management within a clear framework.
What do we cover?
Not every project needs the same level of detail; the topics below summarize the areas covered in a typical maintenance agreement.
Versions and improvements
Planned tracking for custom modules and security improvements.
System monitoring
Regular checks for availability, transaction flow and key performance indicators.
Operations line
A support channel for panel usage, content layout, bug reporting and prioritization.
Integration health
Tracking and coordination of payment, shipping and e-invoice API changes.
Periodic report
Interventions performed, store recommendations and product improvement notes for the next period.
Security review
Periodic review of roles, permissions, panel access and critical transaction flows.
Response times and SLA
First response and resolution targets are defined according to the priority levels in the agreement. The table below is a sample framework; exact times are clarified in the contract.
| Priority | Example situation | First response (business hours) |
|---|---|---|
| Critical | Site or payment flow completely inaccessible | Within the same business day |
| High | Major module error, risk of data inconsistency | 1 business day |
| Normal | Minor bug, content or UI fix | 2-3 business days |
Let's choose your support level
Let's assess your system scope and operational load and recommend the support level that suits you.
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