24/7 PrestaShop technical support (SLA)
Technical support provided to our clients who want to focus on sales and business development.
The service covers the thirty bees system. Our maintenance contract guarantees you up to 1 hour reaction time to critical bugs, constant 24/7 monitoring, free updates, backups and unlimited consultations on how to use the system during our work hours.
Services
Our SLA included parts
Server Hardware (or DataCenter)
Hosting provider is responsible for this part. Server hardware is typically managed by hosting companies, ensuring power, network availability, and hardware maintenance. You can select your preferred hosting provider.
Server Software Maintenance
Configuring and setting up the server, installing necessary software and operating systems, securing access, and monitoring performance throughout its lifecycle. This includes optimization, backup management, and ongoing security updates handled by professional server administrators.
E-Shop Software Maintenance
We handle all PrestaShop technical maintenance, including updates, security patches, and bug fixes. Clients receive unlimited consultations on using PrestaShop efficiently, plus audits for performance optimization, competitor analysis, and ensuring system stability. Critical issues are addressed within 1 hour during business hours, and we monitor imports and synchronizations.
Included in Our 24/7 Technical Support Contract
SLA parts
Our support system is based on a
In enterprise environments, a Service Level Agreement (SLA) is the foundation of reliable, professional service. It clearly defines the response and resolution times, sets expectations, and protects your business from unexpected downtime or missed deadlines.
You’re not just a license ID in a ticket queue. You get a personal, accountable team that not only supports your store but built it. That means no knowledge gaps, no delays, and no pass-the-ticket games.
This is enterprise-level support built around your business — not a one-size-fits-all SaaS agreement. Faster reaction times. Lower cost. More ownership. And one team that takes full responsibility.
With PrestaRock SLA for PrestaShop:
- You know exactly who is responsible
- You know how fast issues will be handled
- You keep your business running without interruption
- You avoid blown budgets from unmanaged bugs or delays
Critical Issue Handling
If your store is down, orders can’t be placed, prices display incorrectly, or product imports fail, we act immediately.
- Response time: within 1 hour during business hours (within 4 hours off-hours)
- Resolution time: within 4 hours or the fastest possible timeframe
Priority Issue Handling
For essential but non-critical issues (marked as PRIORITY):
- Response time: within 4 hours
- Resolution time: typically within 96 hours
Included Support Services
- Unlimited consultations via email, and our project management system for any number employees you need
- Full issue tracking and initial triage (bug vs additional work)
- Continuous PrestaShop core & module maintenance, including updates and bug fixes
- Stable performance across all major browsers (Safari 15+, Chrome 95+, Firefox 93+, Edge 94+, Opera 80+)
- (optional) 24/7 or extended server administration, including monitoring, optimization, security, and free data transfer
- (optional) Automatic backups with remote storage
Our 24/7 SLA contract components
Every project is thoroughly analyzed from multiple perspectives, including target audience, business objectives, and competitive analysis.
Inncluded
Server Software Maintenance
Configuring and setting up the server, installing necessary software and operating systems, securing access, and monitoring performance throughout its lifecycle. This includes optimization, backup management, and ongoing security updates handled by professional server administrators.
Included
E-Shop Software Maintenance
We handle all PrestaShop technical maintenance, including updates, security patches, and bug fixes. Clients receive unlimited consultations on using PrestaShop efficiently, plus audits for performance optimization, competitor analysis, and ensuring system stability. Critical issues are addressed within 1 hour during business hours, and we monitor imports and synchronizations.
Not included
Server Hardware (or DataCenter)
Hosting provider is responsible for this part. Server hardware is typically managed by hosting companies, ensuring power, network availability, and hardware maintenance. You can select your preferred hosting provider.
SLA parts
Why Choose Us?
Because we deliver more than just code. We bring stability, expertise, and real business results. With over 15 years of experience, a tested e-commerce framework, and a commitment to quality, we're the partner who gets things done — faster, smarter, and with long-term impact.
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Proven Technical Expertise Means Lower Costs
While others learn during the project, we come with ready-made answers. That means shorter deadlines, lower costs, and solutions that simply work.
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Faster Time-to-Market Means ROI
Instead of 8–12 months, you get a fully custom, niche-adapted store in just 3–4 months. Our ready-made framework and pre-tested modules save time, cut costs, and reduce risk.
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A Partnership That Drives Your Growth
We work like an extension of your team — not just an external agency. From strategy to post-launch, we're fully involved to ensure the best possible results at every stage.
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Quality That Protects Your Budget
You get a store that performs from day one — fast, secure, and optimized. No surprise fixes, no hidden costs — just a solid investment that keeps delivering results.
