Tiers and SLA
Support tier definitions, response-time targets, coverage windows, and what each tier includes.
StoreFrame has two support tiers: bundled platform support, which every paid customer gets automatically, and the paid SLA tier for stores that need contractual response targets and committed coverage windows.
Standard — bundled with every plan
Every paid Project includes basic platform support at no extra charge. This covers platform-level issues: provisioning, environment health, Hub access, billing questions, and anything that is StoreFrame's direct responsibility to fix.
| Channels | Email (support@storeframe.io), in-app chat in Hub |
| Coverage | Business hours, Monday–Friday, 09:00–18:00 CET |
| Response target | TBD — no contractual target at this tier; we aim to respond within one business day, but this is not a binding commitment |
| Scope | Platform issues: provisioning, billing, environment health, Hub access |
| Excluded | Magento customizations, third-party module support, custom theme development |
Standard tier is automatic — you do not need to sign anything or request it. It applies to all active Projects.
SLA tier — paid add-on
The SLA tier is a paid engagement that adds defined response targets, coverage windows, and an escalation path. It is quoted per engagement based on the coverage window you need. Contact support@storeframe.io or the sales team to get a quote.
Three coverage windows are available:
| Window | Hours |
|---|---|
| Business hours | Monday–Friday, 09:00–18:00 CET |
| Extended | TBD — contact us for specifics |
| 24/7 | Around-the-clock urgent-issue coverage for stores with global traffic |
TBD: Exact pricing for each window and the specific extended-hours definition are not published on the marketing site. Contact us for a quote. The information above reflects what is documented on the Services / SLA page as of writing.
Response targets by severity
These targets apply to customers on the SLA tier:
| Severity | Definition | First response | Mitigation target |
|---|---|---|---|
| Urgent — Critical | Production down; store unreachable or checkout broken | 1 business hour | 4 hours |
| High — Degraded | Significant performance issue; major feature broken | 4 business hours | Same business day |
| Medium — Minor | Non-critical issue; workaround available | Next business day | TBD — agreed per engagement |
"Business hours" in the table above refers to the coverage window you contracted. If you are on 24/7 coverage, the urgent-severity response target applies around the clock.
What the SLA tier covers beyond Standard
- Incident triage with logs and metrics already in hand (the engineer comes prepared)
- Performance investigation: cache, database, search, and queue-tier diagnostics
- Magento admin walkthroughs and configuration questions
- Quality patch tracking and security advisory rollouts with rollback plans
- Magento, PHP, MariaDB, Redis, and OpenSearch version tracking with end-of-life visibility
Escalation path
First-line engineer triages on intake. Unresolved cases escalate to a senior on-call engineer. The engagement lead is notified on any urgent SLA breach. For urgent issues you get direct contact — not a ticket portal.
Holidays
Holidays are declared at engagement start, not added retroactively. Business-hours coverage excludes declared holidays; 24/7 coverage does not.
What is not covered (all tiers)
- Custom Magento extension development
- Third-party module debugging not caused by platform behavior
- Custom theme or frontend development
- Issues arising from changes your team made outside of StoreFrame-managed processes
If you need help with Magento development or migration, see the Services section or reach out to discuss an engagement.