SERVICE · ONGOING CARE

SLA Help Desk for stores that need technology certainty.

SLA Help Desk is for stores already running, where stability and speed of response to issues matter more than feature development. Three packages: Basic for stores with €250k–1M revenue, Advanced for €1–5M, Premium for €5M+. SLA from 4 to 24 hours depending on package.

Book a free SLA consultation → Compare packages →

4–24h

SLA response time

Packages to choose from

From €220

/month, Basic package

02 What is Gorilla Panel

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.

Gorilla Panel — 90 seconds

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.

03 SLA packages

Three packages for different business scales.

Choose a package based on the criticality of your store to your business. The higher the revenue depending on the store, the faster the SLA you need, the bigger the buffer of hours included in the package.

FOR SMALL STORES

Basic

950 PLN per month + VAT

5 hours of work per month included
SLA response 24 hours business
Email and ticket support
Basic uptime monitoring
Monthly status reports
Best fit: store €250k–1M revenue

Choose Basic →

Advanced

1,900 PLN per month + VAT

15 hours of work per month included
SLA response 8 hours business
Phone, email and ticket support
Full performance monitoring
Bi-weekly status reports
Quarterly strategy review
Best fit: store €1–5M revenue

Choose Advanced →

FOR DEMANDING CLIENTS

Premium

3,800 PLN per month + VAT

30 hours of work per month included
SLA response 4 hours 24/7
Dedicated account manager
Full 24/7 monitoring with alerts
Weekly status calls
Monthly strategy review with the board
Best fit: store €5M+ revenue
Disaster recovery plan included

Choose Premium →

03 SLA FAQ

SLA questions we hear most often.

How long is the SLA contract's notice period?

Standard notice is three months for Basic and Advanced, one month for Premium. After the first year of cooperation, every package moves to a one-month notice period. We don't lock anyone into long commitments — the relationship continues as long as it delivers value for both sides. The average length of our SLA client relationships is 3.4 years.

What if we use up all our package hours halfway through the month?

You can top up hours on the fly — the overage rate typically runs 180-260 PLN plus VAT per hour, depending on the package. Alternatively, you can upgrade your package mid-month, with the fee prorated accordingly. Gorilla Panel shows your usage forecast in advance, so the decision is made ahead of time, not after the fact.

How does SLA differ from Growth Retainer?

SLA packages are reactive — we wait for tickets and resolve them within a guaranteed time. Growth Retainer is proactive — a dedicated team works continuously on growing your store against a shared roadmap, without waiting for tickets to come in. SLA suits stores with annual revenue up to roughly 5 million PLN. Growth Retainer is for stores above 10 million PLN a year with an expansion plan.

Do you support stores on platforms you didn't originally build?

Yes, we take over projects from other agencies. The standard handover process is a two-week technical audit included in the package price, during which we assess code quality, technical debt, security risks, and any critical fixes needed. After the audit, we move into normal package operations.

What exactly counts as an hour of work under the package?

Every hour of work by a consultant, developer, designer, or DevOps engineer billed to your account. Full transparency in Gorilla Panel — you see who worked, when, how many hours, and on which task. We don't bill for "time spent on email" or "internal coordination" — only real work on your project.

FIRST STEP

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.

Book a free consultation → Compare packages →