Published SLA tiers, real response times, and patching that keeps your store from going down mid-sale. Adobe Commerce and Magento Open Source.
Base scope of work — applies to all tiers. See the tier comparison below for hours and SLA specifics.
Adobe security patches and quarterly releases applied on schedule, tested on staging before they touch production.
Core and extension updates are compatibility-checked and tested on a staging copy first, never blind on the live store.
Automated daily backups with tested restores, so a bad deploy or a hack is a rollback, not a disaster.
We watch uptime, error rates, and key transactions, so we usually know before you do.
On Growth and SLA, we track and tune speed as catalog and traffic grow, before it becomes a checkout problem.
A real way to reach us with a committed response time per tier, credited if we miss it on SLA.
Transparent process — you always know what stage we're at and what comes next.
We review your Magento version, patch level, extensions, backups, and performance baseline, then flag the urgent risks first.
Outstanding security patches, backup setup, and monitoring go in before anything else, so the store is safe while we settle in.
Based on the audit and how much downtime costs you, we recommend Essential, Growth, or SLA. You can change tiers later.
Scheduled patching and updates, monitoring, and your committed response time, with a monthly summary of what we did.
Pick the level that fits your size and required response time. You can switch tiers between months.
Security patches, core and extension updates on staging, daily backups, uptime monitoring, email support with next-business-day response. For stable stores that need to stay patched and backed up.
Everything in Essential plus same-day response, performance monitoring, a staging environment, and a monthly block of development hours for small fixes. For stores where a slow week costs revenue.
Everything in Growth plus 24/7 cover, one-hour response on critical issues, a dedicated engineer, and Adobe Commerce support. For stores where an hour of downtime is a serious number.
Scope transparency — no surprises in the monthly report.
Access we require — passed via secure channel (1Password / Bitwarden).
Our plans start at $149/month for Essential (patching, backups, monitoring, next-business-day response), $499/month for Growth (same-day response plus development hours), and from $1,500/month for an SLA tier with 24/7 cover and one-hour critical response. We publish the floor so you’re not negotiating blind.
Both, on Magento 2.4 and up. Adobe Commerce gets official platform support from Adobe, but that doesn’t cover your specific build or integrations, which is what our retainer handles. Magento Open Source has no vendor support, so a retainer is the whole safety net.
Magento 1 reached end of life in 2020 and no longer receives security patches, so it can’t be made safe with support alone. The right move is a migration to Magento 2, which we handle as a separate project.
Next business day on Essential, same day on Growth, and one hour for critical issues on the SLA tier with 24/7 cover. The SLA response is a written commitment, and we credit you if we miss it.
No long lock-in. Plans are billed monthly and you can change or cancel. The first month is a trial: if we don’t deliver what we promised, you don’t pay for it.
Security patching, core and extension updates tested on staging, daily backups, uptime and error monitoring, and a named channel with a committed response time. Growth and SLA add performance work and development hours.
Most Magento support pages say the same three things: 24/7, certified experts, fast response. Then they hide the price behind a “request a quote” form. We do it the other way around. Here are the tiers, the prices, and the response times we actually commit to, so you can decide before you talk to anyone.
We support both Magento Open Source and Adobe Commerce, on Magento 2.4 and up. If you’re still on Magento 1, that platform reached end of life in 2020 and no longer gets security patches, so the only real support is a migration, which we also do.
A Magento store is not a set-and-forget site. Adobe ships scheduled security patches and quarterly releases, extensions need compatibility checks, and a busy store will hit performance walls as the catalog and traffic grow. Support is the work that keeps all of that from turning into an outage during a sale.
Our retainers cover security patching, core and extension updates tested on staging first, daily backups, uptime and error monitoring, and a named channel to reach us when something breaks. Bigger tiers add performance work and development hours.
Three tiers, billed monthly, no long lock-in. Pick by how much downtime costs you, not by store size alone.
The response times are commitments, not aspirations. If we miss a critical-issue window on the SLA tier, that’s on us, and we credit it. That’s the difference between a published SLA and a marketing line.
The “request a quote” wall exists so the agency can size the number to how desperate you sound on the call. We’d rather you know the floor going in. A real store’s support cost depends on its complexity, so the SLA tier starts at $1,500 and scales with dedicated hours, but you won’t get a surprise five-figure proposal for basic patching and monitoring.
We support both. Adobe Commerce (the licensed version, with annual fees that start around $22,000) gets official Adobe support, but that covers the platform, not your specific build, integrations, or the extension that broke after the last update. That gap is what an agency retainer fills. Magento Open Source has no vendor support at all, so a retainer isn’t optional, it’s the whole safety net.
If you want a straight answer on which tier fits your store, we’ll look at it first. See the rest of our Magento development services, our Magento development work, or start at the Magento hub.
30-day trial month. If our work doesn’t meet what we promised in the first month, you don’t pay for it.
