PrestaShop Technical Support & Maintenance
Ongoing technical care for PrestaShop
Your shop sells. We make sure technology does not get in the way.
Monitoring, safe updates and priority help from PrestaShop specialists — from 59.70 € net per month, with no annual contract.
- Month-to-month agreement
- No extra work without your approval
- 100% of the hours are yours: we do monitoring and reports in the background, they do not use your subscription
Do not wait for the first customer to report an outage
Online shops do not fail on schedule. A module update, a payment issue or a server error can stop orders at the worst moment. With ongoing care we know your environment early, monitor its health and prioritise critical tickets.
Early detection
We monitor shop availability and technical warning signals so we can act before a problem grows.
Defined response time
You know how quickly we start diagnosing a critical outage, a major bug or a standard request.
Safe changes
Before work we assess risk, check backup status and the agreed procedure. We take a copy when the environment allows it, and when the scope requires it we test the change outside production.
Visible value every month
You receive a report of incidents, work done, pool usage and the main risks.
Not sure a subscription makes sense? Start with Verdict 48 h
For 89.70 € net we review basic technical health, logs, environment, backups and the main checkout path. We change nothing on production. You get a short report with three priorities and an honest recommendation: one-off fix, Care, Growth or custom SLA.
If you start ongoing care within 14 days, we deduct 89.70 € from your first subscription invoice.
Order Verdict 48 hChoose the level of care that matches your risk
The subscription covers monitoring, care activities and reporting. The work pool is only for your fixes, updates, configuration and small changes.
Care
A technical safety net for a stable shop
Growth
Care, fixes and updates in one model
Stability
When downtime means immediate loss of sales
Need a dedicated team or full 24/7 on-call? We scope Enterprise terms after a technical workshop and environment review. We do not promise what we cannot safely deliver.
What does response time mean?
Response time is the time until we acknowledge the ticket and a specialist starts diagnosis. It is not a promise to fix every issue in that time — resolution depends on scope, access and third-party providers.
| Priority | When we use it | Care | Growth | Continuity |
|---|---|---|---|---|
| P1 — critical | The shop or checkout does not work for most customers, or orders cannot be placed or paid. | within 4 business h | within 2 business h | within 1 h in standard hours; within 2 h during P1 on-call |
| P2 — high | An important feature fails but sales are possible via a workaround. | within 8 business h | within 4 business h | within 2 business h |
| P3 — standard | Minor bug, update, change or consultation without stopping sales. | within 2 business days | within 1 business day | within 8 business h |
Standard service hours: weekdays 8:00–18:00. On Continuity, P1 on-call also covers weekdays 18:00–22:00 and weekends 9:00–17:00. For P1 the operational goal is to restore sales or apply a safe workaround within 4 hours of diagnosis starting, counted from the moment we have full access. Response time and this goal are two separate measures.
Clear rules. No surprise invoices.
- Monitoring and care do not use the pool. The pool is for fixes, updates, configuration, consulting and small changes.
- Unused hours do not roll to the next month. The pool applies to the current billing period.
- We bill in 15-minute increments. Before starting we share the estimated pool usage.
- When the pool is used up we stop the clock. Extra work only after your approval.
- The agreement is month to month. No 12-month lock-in.
- Missing response time has a consequence. For a confirmed breach on our side we credit 10% of the subscription per event, up to 50% of the subscription in a month.
What can you assign from the work pool?
Within care
- diagnosis and repair of PrestaShop errors;
- module configuration and updates;
- fixes to existing payment and shipping integrations;
- small PHP, JavaScript, Smarty and CSS changes;
- log analysis and performance issues;
- technical consulting and change planning.
Quoted as a separate project
- new integrations built from scratch;
- shop redesign and extensive design work;
- SEO campaigns, ads, content and translations;
- terms of service and legal advice;
- full penetration testing;
- projects estimated above 16 hours.
If the need does not fit the pool, we do not leave you with the problem. We clarify the right scope and quote separately before work starts.
How do we start working together?
- We learn the shop. We collect basic information, access and history of the main issues.
- We confirm scope. We suggest the right package or honestly recommend a one-off fix.
- We turn on protection. We set up monitoring, check backups and agree how you report issues.
- We work transparently. Before a change we estimate; after it we describe the outcome and pool usage.
Start with a decision, not a long contract
Describe your shop and your main technical concern. We will tell you whether you need ongoing care, a one-off fix or Verdict 48 h first.
Talk about your shopFrequently asked questions
No. They are part of ongoing care. The pool is for fixes, updates, configuration, consulting and small changes that you request.
We tell you and share an estimate. We do not start paid extra work without your explicit approval.
No. It is the time until we acknowledge the ticket and start diagnosis. For a P1 incident the goal is to restore sales or apply a safe workaround within 4 hours of diagnosis starting, counted from the moment we have full access. The outcome can depend on the payment provider, hosting, carrier or another supplier.
Yes. The agreement is billed month to month and does not require an annual contract. The notice period is stated in the agreement before we start.
We assess the shop and environment first. Because support for this version has ended, we may offer individual care terms, a migration plan or a one-off fix. We do not cover risks under the standard SLA when they cannot be controlled responsibly.
On standard packages we check the hosting backup status and agree the procedure before changes. We take a copy when the environment allows it. Storing backups depends on the client infrastructure. On Continuity we test restoring an agreed backup once a quarter.
Yes. You can carry up to 50% of the monthly pool into one next billing period. They do not stack further. Carried hours are used first.
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