Service Level Agreement
Service Level Agreement
Defined response targets, coverage windows, and escalation paths for production Magento stores. Basic platform support is bundled — this SLA is the paid tier for stores that need committed uptime and time-bound mitigation.
What's Covered
What's Covered
What the SLA tier covers above and beyond the bundled platform support — incidents, performance degradations, and admin requests routed through the same engineer with contractual response targets.
Incident Response
Production issue triage with logs and metrics already in hand. Root-cause analysis and fix delivered through the same change-management process as project work, not via off-channel patches.
Performance Issues
Investigating slowdowns under traffic at production scale. Cache, database, search, and queue-tier diagnostics with measurable before/after baselines for every change made — improvements quantified, not assumed.
Admin & Content Help
Magento admin walkthroughs, configuration questions, attribute and category structure work, content publishing assistance for marketing and merchandising teams, and CSV import/export support for catalog updates.
Response Commitments
Response Commitments
How quickly we acknowledge and act on issues, by severity. Default targets — adjusted per engagement contract.
Severity Levels
Urgent — production down — responded within 1 business hour with a 4-hour mitigation target. High — degraded performance — responds within 4 business hours, same-day target. Medium — minor issue — next business day.
Coverage Windows
Default business-hours coverage Monday–Friday, 09:00–18:00 CET. 24/7 urgent-issue coverage available as a retainer upgrade for stores with global traffic. Holidays declared at engagement start, not added retroactively.
Escalation Path
First-line engineer triages on intake. Unresolved cases escalate to a senior on-call engineer. Engagement lead notified on any urgent SLA breach. Direct contact at start — no ticket portal for urgent issues.
Maintenance Cadence
Maintenance Cadence
Predictable, scheduled work that keeps the store current, patched, and secure across Magento, PHP, MariaDB, Redis, and the surrounding stack.
Quality Patches
Magento quality patch tracking applied across every supported store. Tested on staging before production, with patch notes documented per release window. Version drift kept visible to your team.
Security Updates
Magento and PHP security advisories monitored continuously. Time-bound rollout windows with rollback plans for every patch, never on the customer's discovery cycle. Critical advisories handled within agreed escalation windows.
Version Tracking
Magento, PHP, MariaDB, Redis, and Elasticsearch versions tracked per environment with end-of-life dates surfaced. Upgrade sequencing planned, not improvised under deadline pressure or vendor end-of-support announcements.
Channels & Intake
Channels & Intake
Three channels for SLA intake — email, WhatsApp, and Claude Code self-service. All routed to the same engineering team and tracked against the contracted response targets.
WhatsApp for fast intake — direct line to the support team for incidents, time-sensitive questions, or quick triage. Conversation history preserved alongside the ticket trail.
Email at support@storeframe.io for inbound support requests. Tracked against SLA, with the assigned engineer per ticket — no rotating queue, no handoff drift between shifts.
Claude Code in HUB
Claude Code pre-installed in the HUB console — query your store, triage issues, or run guided fixes without filing a ticket. Same AI assistant our engineers use, available to your team.
