Store support and maintenance that 15 stores rely on.
Technical support and an availability guarantee for online stores — separately, so you pay for what you really need. The help desk is an hour pool for changes in your store. SLA is monitoring that the store is running at all, with a guaranteed response time of as little as 30 minutes around the clock. We support WooCommerce, PrestaShop, Shopify, Shoper and Sylius, and you get Gorilla Panel 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 choose a package by the number of changes you plan, not by turnover: a store being rebuilt uses more hours than a larger but stabilised one. In every package an hour costs 95 PLN, outside the package 150 PLN, and that is the whole difference between a subscription and project-based billing.
Basic
- Pool of 10 h per month
- Response time up to 24 working hours
- Emergency hours outside the pool: 1 h
- Emergency window: business days 8:00–18:00
- Requests: Gorilla Panel, GP Connect, email
- Monthly report: requests and pool usage
Advanced
- Pool of 20 h per month
- Response time up to 8 working hours
- Emergency hours outside the pool: 2 h
- Emergency window: business days 7:00–20:00, Saturday 9:00–15:00
- Requests: as in Basic plus phone
- Report: as in Basic plus a performance and visibility review
- Consultations outside the pool: 2 h per month
Premium
- Pool of 40 h per month
- Response time up to 4 working hours
- Emergency hours outside the pool: 4 h
- Emergency window: business days 7:00–22:00, weekend 9:00–18:00
- Requests: Gorilla Panel, GP Connect, email, phone
- Monthly report: requests, pool usage, performance and visibility review
- Consultations outside the pool: 4 h per month
- Quarterly technical review: 8 h
- Dedicated project manager
Package and hour pool — details
| Package scope | Basic | Advanced | Premium |
|---|---|---|---|
| Store profile | stable store | store in development | store being rebuilt or with high traffic |
| Net monthly fee | 950 PLN | 1,900 PLN | 3,800 PLN |
| Hour pool per month | 10 h | 20 h | 40 h |
| Hourly rate within the package | 95 PLN | 95 PLN | 95 PLN |
| Hourly rate above the pool | 150 PLN | 150 PLN | 150 PLN |
| Response time | 24 working hours | 8 working hours | 4 working hours |
| Emergency hours outside the pool | 1 h | 2 h | 4 h |
| Emergency window | business days 8:00 to 18:00 | business days 7:00 to 20:00, Saturday 9:00 to 15:00 | business days 7:00 to 22:00, Saturday and Sunday 9:00 to 18:00 |
| Reporting channels | Gorilla Panel, GP Connect, email | as in Basic plus phone | as in Basic plus phone |
| Basic availability monitoring | checks every 5 minutes | checks every 5 minutes | checks every 5 minutes |
| Monthly report | requests and pool usage | as in Basic plus a performance and visibility review | as in Advanced |
| Consultations outside the pool | no | 2 h per month | 4 h per month |
| Quarterly technical review | no | no | 8 h once a quarter |
| Dedicated project manager | no | no | yes |
The 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 to a shared plan instead of waiting for requests, that is Growth Retainer.
Standard
- Service window
- business days 8:00 to 18:00
- P1 response
- 4 working hours
- Interventions included
- 2 h per month
- Check frequency
- every 60 seconds
Extended
- Service window
- Mon. to Sat. 7:00 to 21:00
- P1 response
- 2 clock hours within the service window
- 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
- per Annex 1
- Check frequency
- every 30 seconds
Monitoring scope — details
| Monitoring element | 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, payment, login | — | ✓ | ✓ |
| Performance and Core Web Vitals | — | ✓ | ✓ |
| Server resource usage and log rotation | — | ✓ | ✓ |
| Notification sent to the Client in parallel | — | ✓ | ✓ |
| Backup and restore test | every 7 days | every 7 days | every 24 h |
| Security updates | ✓ | ✓ | ✓ |
| Monthly availability report | ✓ | ✓ | ✓ |
Questions we hear most often.
How long is the 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.