Launching a website is only the beginning of its lifecycle. Without regular technical control, any web project begins to degrade gradually: plugins and CMS core become outdated, errors accumulate in logs, loading speed drops, domain registration or SSL certificate expires. And a sudden server crash during a rush of clients can stop sales for an entire day.
We offer comprehensive technical maintenance and website support under an official **SLA (Service Level Agreement) contract**. This means all critical parameters of our cooperation — duty engineer response time, bug fix deadlines, and website uptime — are legally secured with financial liability for breach.
You no longer need to look for freelancers on marketplaces to fix sudden bugs or refine a product card. Under the SLA, you get a dedicated team: a developer, a DevOps engineer, and a content manager.
Guaranteed response time to critical incidents on the Premium plan
Target availability level (Uptime) of your project under our protection
Server support and on-call line for resolving critical incidents
Transparency — a detailed log of time spent on each task
We are confident in our reliability. Our SLA contract specifies penalties: if we exceed the agreed response time for a critical error, we reduce the monthly maintenance cost.
We do not just fix errors upon request; we conduct proactive performance monitoring.
You will have a personal account in the Jira or Redmine task tracking system. Each request is classified by criticality level. Errors blocking sales (for example, the shopping cart is not working) are taken into work immediately.
You always see task statuses and estimated completion times in real time.
We do not wait for complaints from your users. Once a week, our engineers perform a routine inspection: they check web server errors, analyze the Sentry log, monitor load speed, and install security patches.
This prevents 90% of potential problems even before they manifest on the live website.
A freelancer can get sick, go on vacation, or lose touch at a critical moment. With us, your project is serviced by an agency. We always have an engineer on duty, interchangeable developers, and a project manager.
Your website is supported 365 days a year without breaks or holidays.
Step-by-step process of code audit, monitoring setup, and helpdesk integration.
We conduct a deep analysis of website code and server environment. We identify accumulated backend errors, inefficient modules, and check security settings.
We configure uptime monitoring systems (UptimeRobot, Prometheus). We connect real-time error logging using Sentry.
We transfer the website code to a private Git repository if this has not been done. We set up a staging environment for safe testing of edits.
We create a dedicated communication channel in Telegram/Slack, connecting your managers to our helpdesk system for fast task creation.
We carry out revisions based on your requests: lay out banners, fix bugs, optimize loading speed, and update plugins within the hour limit.
We provide a detailed report: website uptime chart, log of completed work, exact time spent by developers, and improvement recommendations.
We use modern helpdesks, loggers, and monitoring systems.
Professional task tracking systems. Each task receives a unique ID, records the author and assignee, and includes an accurate time tracker for transparent hour logging.
Automated server error tracking systems. They allow detecting bugs in backend code or JS errors on the user browser side even before the client contacts support.
Code versioning and automated deployment tools. All edits are versioned, allowing you to roll back the code at any time if update incompatibility is detected.
Choose the optimal support package depending on website traffic and required response time.
| Features | Basic SLA For business card websites and small blogs 20 000 ₽/month Timeframe: from 30 days of management Order | Popular Business SLA For e-commerce stores and corporate portals 45 000 ₽/month Timeframe: from 30 days of management Order | Premium SLA For high-load 24/7 services and portals from 80 000 ₽/mo Timeframe: from 30 days Discuss |
|---|---|---|---|
| Maximum incident response time (SLA) | up to 8 business hours | up to 2 business hours (priority) | up to 15 minutes 24/7 |
| Included hours of code revision per month | 2 hours per month | 5 hours per month | up to 15 hours per month |
| 24/7 Uptime round-the-clock monitoring | Polling every 5 minutes | Polling every 60 seconds | Polling every 15 seconds + Business metrics collection |
| Backup to external S3 | Weekly | Daily (30-day retention) | Daily to 2 independent S3 storages |
| CMS and plugin updates | Once a quarter | Monthly with testing on staging | Weekly with automated autotests |
| Personal manager and tech lead | Dedicated manager | Dedicated technical project lead |
Didn't find the answer about website support terms? Write to us — we will detail how working hours are tracked and commitments are recorded.
Submit a request — our managers will analyze your project, select the optimal SLA support tier, and agree on a maintenance contract within 24 hours.
Order technical support