How many hours are included in the retainer?

Three retainer tiers: 10, 20 or 40 hours of engineering work per month. Patch application, monitoring, incident response and reporting are included on top and do not consume retainer hours. Unused hours roll over up to one calendar quarter.

Who is the named engineer?

A senior Magento or Hyvä engineer assigned at onboarding. You meet them in week 1, they learn your codebase, they own your store relationship from then on. If they leave we transition the relationship with a four-week handover period.

What is the response SLA?

One business day for non-urgent issues. Same business day for issues marked urgent through the agreed channel. Production-down incidents get a target 2-hour response on weekday business hours; weekend cover is available as a premium add-on.

How do you handle security patches?

We monitor Adobe security bulletins and our own change feed. Patches are applied inside the disclosure window on a staging environment first, then production with your sign-off. Critical patches without time for sign-off get applied straight to production with same-day notification to your team.

What is the minimum retainer commitment?

Three months. Most stores keep the retainer indefinitely once onboarded; the value compounds because the engineer already knows the codebase. Three months is what we need to make onboarding economic for both sides.

Do you handle hosting and DevOps?

Yes, on stores hosted with mainstream Magento-friendly providers (Adobe Commerce Cloud, MGT, Hypernode, Webscale, AWS, Hetzner). We do not take over hosting accounts; we work alongside your hosting team or your in-house ops engineer.

Yes, on 30 days written notice after the initial three-month period. We hand back the runbook, the monitoring config, and a written transition document so your next engineer or agency picks up where we left off.

How does this compare to a marketplace support plan?

Marketplace support is pooled, scripted and asynchronous. Our retainer is named, custom and synchronous; the engineer who answers your message already knows your codebase. We win on serious stores; marketplace support is fine on hobby projects.

Magento Maintenance

دعم وصيانة Magento

عقد هندسي لـ Magento و Hyvä. مهندس محدد، SLA ليوم عمل واحد، تصحيحات أمنية، مراقبة، تقرير صحة شهري.

Response SLA: 1 business day
Engineer: Named, not pooled
Reporting: Monthly health
Patch window: Inside disclosure

Overview

What it is.

عقد هندسي للمتاجر التي ترغب في الوصول إلى مهندس حقيقي خلال يوم عمل واحد. ستحصل على جهة اتصال محددة تتعرف على قاعدة الشيفرة الخاصة بك، وكتاب تشغيل مكتوب يوضح ما نقوم بمراقبته وكيف نستجيب، وتقرير صحة شهري يُرسل إلى فريقك دون الحاجة إلى طلبه. العقد مبني حول الوقاية. نقوم بتطبيق تصحيحات أمان Magento داخل نافذة الإفصاح الخاصة بها، نراقب وقت التشغيل و Core Web Vitals من الخارج، ونقدم مجموعة صغيرة من تحسينات جودة الحياة كل شهر. عندما يحدث حادث، يكون المهندس المحدد هو نفس الشخص الذي يعرف متجرك بالفعل؛ لا حاجة لتصنيف التذاكر من الخط الأول، ولا مكالمة لإعادة بناء السياق.

What you get

Deliverables.

Named senior engineer who learns your codebase in week 1
Written incident runbook tailored to your stack and traffic profile
Magento security patches applied inside the disclosure window
Outside-in uptime and Core Web Vitals monitoring with alerting
Monthly health report (performance, security, infrastructure, incidents)
Quarterly product-roadmap call with the engineering team
Shared Slack or Teams channel with same-business-day response
Discounted hourly rate for ad-hoc work outside the retainer scope
Audit trail of every patch applied, every incident resolved

Honest limits

What it isn't.

Retainer is not 24/7 on-call without a separate premium tier
Custom feature development beyond the retainer hours is quoted separately
We do not take over a store mid-incident; onboarding always happens during steady state

Not sure if it's a fit? Email us. We'll tell you straight.

How it works

From inquiry to handover.

01
1. Onboarding (Week 1)
Codebase walkthrough, infrastructure access setup, monitoring stood up, runbook drafted. Named engineer assigned.
02
2. Steady state (ongoing)
Security patches applied inside the disclosure window. Monitoring alerts triaged. Tickets and Slack handled within one business day.
03
3. Monthly health report
First working day of every month. Performance, security, infrastructure, incident history, recommended next actions.
04
4. Quarterly review
60-minute call with your team and the named engineer. What worked, what failed, where to invest the next quarter of retainer hours.
05
5. Escalation path
If the named engineer is on holiday or sick, the backup engineer (briefed during onboarding) takes over. No silent failovers; you are told who is on point.

Frequently asked

Questions we get from people about to book.

How many hours are included in the retainer?: Three retainer tiers: 10, 20 or 40 hours of engineering work per month. Patch application, monitoring, incident response and reporting are included on top and do not consume retainer hours. Unused hours roll over up to one calendar quarter.
Who is the named engineer?: A senior Magento or Hyvä engineer assigned at onboarding. You meet them in week 1, they learn your codebase, they own your store relationship from then on. If they leave we transition the relationship with a four-week handover period.
What is the response SLA?: One business day for non-urgent issues. Same business day for issues marked urgent through the agreed channel. Production-down incidents get a target 2-hour response on weekday business hours; weekend cover is available as a premium add-on.
How do you handle security patches?: We monitor Adobe security bulletins and our own change feed. Patches are applied inside the disclosure window on a staging environment first, then production with your sign-off. Critical patches without time for sign-off get applied straight to production with same-day notification to your team.
What is the minimum retainer commitment?: Three months. Most stores keep the retainer indefinitely once onboarded; the value compounds because the engineer already knows the codebase. Three months is what we need to make onboarding economic for both sides.
Do you handle hosting and DevOps?: Yes, on stores hosted with mainstream Magento-friendly providers (Adobe Commerce Cloud, MGT, Hypernode, Webscale, AWS, Hetzner). We do not take over hosting accounts; we work alongside your hosting team or your in-house ops engineer.
Can we cancel?: Yes, on 30 days written notice after the initial three-month period. We hand back the runbook, the monitoring config, and a written transition document so your next engineer or agency picks up where we left off.
How does this compare to a marketplace support plan?: Marketplace support is pooled, scripted and asynchronous. Our retainer is named, custom and synchronous; the engineer who answers your message already knows your codebase. We win on serious stores; marketplace support is fine on hobby projects.

Ready to start?

Tell us about your project.

A member of our team reads every message. Replies within one business day. No sales call required.

See all services

Magento Maintenance

دعم وصيانة Magento

عقد هندسي لـ Magento و Hyvä. مهندس محدد، SLA ليوم عمل واحد، تصحيحات أمنية، مراقبة، تقرير صحة شهري.

Response SLA: 1 business day
Engineer: Named, not pooled
Reporting: Monthly health
Patch window: Inside disclosure

Overview

What it is.

What you get

Deliverables.

Named senior engineer who learns your codebase in week 1
Written incident runbook tailored to your stack and traffic profile
Magento security patches applied inside the disclosure window
Outside-in uptime and Core Web Vitals monitoring with alerting
Monthly health report (performance, security, infrastructure, incidents)
Quarterly product-roadmap call with the engineering team
Shared Slack or Teams channel with same-business-day response
Discounted hourly rate for ad-hoc work outside the retainer scope
Audit trail of every patch applied, every incident resolved

Honest limits

What it isn't.

Retainer is not 24/7 on-call without a separate premium tier
Custom feature development beyond the retainer hours is quoted separately
We do not take over a store mid-incident; onboarding always happens during steady state

Not sure if it's a fit? Email us. We'll tell you straight.

How it works

From inquiry to handover.

01
1. Onboarding (Week 1)
Codebase walkthrough, infrastructure access setup, monitoring stood up, runbook drafted. Named engineer assigned.
02
2. Steady state (ongoing)
Security patches applied inside the disclosure window. Monitoring alerts triaged. Tickets and Slack handled within one business day.
03
3. Monthly health report
First working day of every month. Performance, security, infrastructure, incident history, recommended next actions.
04
4. Quarterly review
60-minute call with your team and the named engineer. What worked, what failed, where to invest the next quarter of retainer hours.
05
5. Escalation path
If the named engineer is on holiday or sick, the backup engineer (briefed during onboarding) takes over. No silent failovers; you are told who is on point.

Frequently asked

Questions we get from people about to book.

How many hours are included in the retainer?: Three retainer tiers: 10, 20 or 40 hours of engineering work per month. Patch application, monitoring, incident response and reporting are included on top and do not consume retainer hours. Unused hours roll over up to one calendar quarter.
Who is the named engineer?: A senior Magento or Hyvä engineer assigned at onboarding. You meet them in week 1, they learn your codebase, they own your store relationship from then on. If they leave we transition the relationship with a four-week handover period.
What is the response SLA?: One business day for non-urgent issues. Same business day for issues marked urgent through the agreed channel. Production-down incidents get a target 2-hour response on weekday business hours; weekend cover is available as a premium add-on.
How do you handle security patches?: We monitor Adobe security bulletins and our own change feed. Patches are applied inside the disclosure window on a staging environment first, then production with your sign-off. Critical patches without time for sign-off get applied straight to production with same-day notification to your team.
What is the minimum retainer commitment?: Three months. Most stores keep the retainer indefinitely once onboarded; the value compounds because the engineer already knows the codebase. Three months is what we need to make onboarding economic for both sides.
Do you handle hosting and DevOps?: Yes, on stores hosted with mainstream Magento-friendly providers (Adobe Commerce Cloud, MGT, Hypernode, Webscale, AWS, Hetzner). We do not take over hosting accounts; we work alongside your hosting team or your in-house ops engineer.
Can we cancel?: Yes, on 30 days written notice after the initial three-month period. We hand back the runbook, the monitoring config, and a written transition document so your next engineer or agency picks up where we left off.
How does this compare to a marketplace support plan?: Marketplace support is pooled, scripted and asynchronous. Our retainer is named, custom and synchronous; the engineer who answers your message already knows your codebase. We win on serious stores; marketplace support is fine on hobby projects.

Ready to start?

Tell us about your project.

A member of our team reads every message. Replies within one business day. No sales call required.

See all services

دعم وصيانة Magento

What it is.

Deliverables.

What it isn't.

From inquiry to handover.

1. Onboarding (Week 1)

2. Steady state (ongoing)

3. Monthly health report

4. Quarterly review

5. Escalation path

Questions we get from people about to book.

Tell us about your project.

دعم وصيانة Magento

What it is.

Deliverables.

What it isn't.

From inquiry to handover.

1. Onboarding (Week 1)

2. Steady state (ongoing)

3. Monthly health report

4. Quarterly review

5. Escalation path

Questions we get from people about to book.

Tell us about your project.