SLA Help Desk for stores that need technology certainty.
Technical support and an availability guarantee for online stores, sold separately so you pay only for what you need. The help desk is a pool of hours for changes in your store. SLA is the watch over whether the store runs at all, with a guaranteed response as short as 30 minutes. We support WooCommerce, PrestaShop, Shopify, Shoper and Sylius; Gorilla Panel comes with every package.
Dedicated platform available to every SLA client.
Gorilla Panel is our strongest competitive differentiator. The client has constant visibility into hour consumption, task status, monthly reports, invoices and satisfaction surveys — without having to ask for anything by email.
Recording from a real SLA client account (data anonymised).
What you see in the panel 24/7
Current package hour usage with a forecast through the end of the month, plus a six-month history with trend indicators.
The status of every task currently in progress — who's handling it, how many hours are allocated, and the deadline.
A dedicated blog with the latest industry content on e-commerce, SEO, security, and platforms.
Full transparency, not marketing — a deciding factor for clients who've already lived through an agency burying invoices in unreadable PDF reports.
What you get concretely each month
Monthly report with the list of all completed tasks, hours worked and their business priority.
Posts on our industry blog covering new security threats, platform updates, and e-commerce trends.
A monthly invoice in the panel with a downloadable PDF — three years of history always at hand.
A quarterly satisfaction survey — not to pat ourselves on the back, but to know what to improve in how we serve you.
Three technical support packages, the difference is the number of hours.
How much does technical support for an online store cost? As much as the work it takes each month. You pick a package by the number of changes you plan, not by revenue: a store mid rebuild burns more hours than a bigger but stable one. In every package an hour costs $25, and $40 outside it. That is the whole difference from project billing.
Basic
- 10 h pool per month
- Response time up to 24 business hours
- Emergency hours outside the pool: 1 h
- Emergency window: Mon-Fri 8:00-18:00
- Tickets: Gorilla Panel, GP Connect, e-mail
- Monthly report: tickets and pool usage
Advanced
- 20 h pool per month
- Response time up to 8 business hours
- Emergency hours outside the pool: 2 h
- Emergency: Mon-Fri 7:00-20:00, Sat 9:00-15:00
- Tickets: as in Basic plus phone
- Report: performance and visibility review added
- Consulting outside the pool: 2 h per month
Premium
- 40 h pool per month
- Response time up to 4 business hours
- Emergency hours outside the pool: 4 h
- Emergency window: Mon-Fri 7:00-22:00, weekend 9:00-18:00
- Consulting outside the pool: 4 h per month
- Quarterly technical review: 8 h
- Dedicated project manager
Package and hour pool in detail
| Package scope | Basic | Advanced | Premium |
|---|---|---|---|
| Store profile | stable store | growing store | store in rebuild or with high traffic |
| Net monthly fee | $250 | $500 | $1,000 |
| Monthly hour pool | 10 h | 20 h | 40 h |
| In package hourly rate | $25 | $25 | $25 |
| Hourly rate above the pool | $40 | $40 | $40 |
| Response time | 24 business hours | 8 business hours | 4 business hours |
| Emergency hours outside the pool | 1 h | 2 h | 4 h |
| Emergency window | Mon-Fri 8:00-18:00 | Mon-Fri 7:00-20:00, Sat 9:00-15:00 | Mon-Fri 7:00-22:00, Sat and Sun 9:00-18:00 |
| Ticket channels | Gorilla Panel, GP Connect, e-mail | as in Basic plus phone | as in Basic plus phone |
| Availability monitoring | check every 5 minutes | check every 5 minutes | check every 5 minutes |
| Monthly report | tickets and pool usage | as in Basic plus performance and visibility review | as in Advanced |
| Consulting outside the pool | no | 2 h per month | 4 h per month |
| Quarterly technical review | no | no | 8 h once per quarter |
| Dedicated project manager | no | no | yes |
Your store runs even when nobody is watching it.
Support answers what you want to change in your store. If you need certainty that the store runs even when nobody is watching it, add SLA. If you are looking for a team that develops the store against a shared plan instead of waiting for tickets, that is the Growth Retainer.
Standard
- Service window
- Mon-Fri 8:00-18:00
- P1 response
- 4 business hours
- Interventions included
- 2 h per month
- Check frequency
- every 60 seconds
Extended
- Service window
- Mon-Sat 7:00-21:00
- P1 response
- 2 h
- Interventions included
- 4 h per month
- Check frequency
- every 60 seconds
Continuous 24/7
- Service window
- 24 hours a day, 7 days a week
- P1 response
- 30 minutes
- Interventions included
- as per Appendix No. 1
- Check frequency
- every 30 seconds
Monitoring scope in detail
| Monitoring item | Standard | Extended | Continuous 24/7 |
|---|---|---|---|
| Site availability and 5xx response codes | ✓ | ✓ | ✓ |
| Check frequency | 60 s | 60 s | 30 s |
| SSL certificate expiry and validity | ✓ | ✓ | ✓ |
| Key paths: cart, checkout, login | — | ✓ | ✓ |
| Performance and Core Web Vitals | — | ✓ | ✓ |
| Server resource usage and log rotation | — | ✓ | ✓ |
| Alert sent to the Client in parallel | — | ✓ | ✓ |
| Backup and restore test | every 7 days | every 7 days | every 24 h |
| Security updates | ✓ | ✓ | ✓ |
| Monthly availability report | ✓ | ✓ | ✓ |
SLA questions we hear most often.
How long is the SLA contract's notice period?
+What if we use up all our package hours halfway through the month?
+How does SLA differ from Growth Retainer?
+Do you support stores on platforms you didn't originally build?
+What exactly counts as an hour of work under the package?
+Choose the right SLA package for your store.
A free initial diagnosis is a one-hour conversation about your current store, where we assess its technical condition, recurring issues, and match you to the right SLA package. After the call, you'll get a package recommendation with clear reasoning behind it — no sales pressure.