WordPress / WooCommerce technical support
Post-Implementation Care
Service Level Agreement
What is SLA?
SLA (Service Level Agreement) is an agreement on the level of service provision – in our case, it means guaranteed post-implementation support for your website. We define in advance what the cooperation includes, how often we perform specific activities (such as updates, backups), how quickly we respond to requests, and how much time per month we can dedicate to individual development or graphic support
You can be sure that your website, store, or application is up-to-date and in good hands – without surprises and without the need to monitor every detail
What does the SLA include?
Scope of Support
WordPress update
Once a month, we check if your website is running on the latest version of WP – for security, performance, and compatibility with the rest of the system
Plugins
Once a month, we update all the plugins in use – ensuring they work correctly and do not pose a risk to your site
Backup
Once a month, we perform a full backup of your website and store it in an independent location. In case of a failure, we can restore the previous state
Support requests
Having a problem, a question, or something has “broken”? Simply send us an email – we’ll handle it within the agreed SLA level
Bug fixes
We respond to failures and website errors. The guaranteed response time is a maximum of 72 hours from the moment you report the issue by email
Specialist time
Each month includes 1 hour of specialist support (developer, graphic designer, or admin). Unused time does not roll over to the next month – make sure to use it
Correctness
After updates, we check if your website works properly – for example, whether forms, the cart, or the menu haven’t been affected by the changes
Additional hours
Need more work in a given month? You can purchase additional specialist hours at an attractive, fixed rate
Peace of mind
With us, you don’t have to worry about the technical side of your website – we maintain it regularly and give you complete peace of mind
Sounds interesting?
Check out our SLA Support Packages
EUR
PLN
WEBSITE
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Package for websites (including one-page sites) installed on WordPress
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You get 2 months free with an annual commitment and one-time payment: 700 EUR net
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Additional support hour: 45 EUR net
STORE OR APPLICATION
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Package WooCommerce stores and custom web applications
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You get 2 months free with an annual commitment and one-time payment: 950 EUR net
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Additional support hour: 45 EUR net
WEBSITE
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Package for websites (including one-page sites) installed on WordPress
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You get 2 months free with an annual commitment and one-time payment: 2 900 PLN net
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Additional support hour: 190 PLN net
STORE OR APPLICATION
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Package WooCommerce stores and custom web applications
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You get 2 months free with an annual commitment and one-time payment: 3 900 PLN net
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Additional support hour: 190 PLN net
Not everything is clear?
Frequently Asked Questions
Are updates really necessary?
Yes, updates are crucial for the proper functioning of a website in the WordPress environment. Failing to update regularly can lead to many issues, such as:
- Security vulnerabilities – older versions of WordPress and plugins may be susceptible to attacks,
- Performance issues – new features and fixes often improve the speed and efficiency of your site,
- Plugin incompatibility – not updating can cause conflicts between plugins or errors after updating WordPress itself,
- Lack of support – plugin developers often stop supporting outdated versions, which leads to functionality problems
How do we settle payments for the provided SLA?
Settlement depends on the selected model. In each case, you know exactly which period of support you are paying for, ensuring full transparency in billing:
- In the monthly model – we issue a VAT invoice on the 1st day of each month for the entire month of service (example: an invoice dated June 1 covers SLA support from June 1 to June 30),
- In the annual model – SLA is provided for the entire year based on a one-time payment at the beginning of the billing period
Can a website developed by a different provider be included in your SLA?
Absolutely. However, before we begin our cooperation, we will need access to the site’s admin panel in order to assess its technical condition. If it turns out that some fixes or clean-up tasks are necessary, we will provide an individual quote for those actions.
If everything works properly, we can include the website in the SLA right away – according to the offer presented above
What if I don't use the SLA? How can I maintain my website then?
If we are the ones building the site, we always provide full administrative access – the client can manage the installation independently and maintain full control. SLA is a convenient option for those who prefer to focus on their business and leave the technical matters to us. But the choice is always yours
Is server space included in the SLA?
No, server space (hosting) is not part of the SLA agreement. It is a separate annual fee, the amount of which depends on the type of digital product – different for a website, different for an online store or application. As a rule, we host our digital products on servers physically located in Poland.
The client may also have their own hosting – in such cases, we provide SLA support directly on the specified infrastructure.
Is the domain included in the SLA?
No, the cost of the domain is not included in the SLA. Within the SLA cooperation, the domain fee is the client’s responsibility and is paid directly to the chosen registrar
By doing so, you have full control over your domain and can manage it independently, with rights defined by your agreement with the registrar
Will I get an e-mail inbox as part of the SLA?
Depending on your needs, we’ll gladly advise you on choosing the right solution – both in terms of mail hosting and configuration. We can also host your mailbox on our CLOUD infrastructure for an additional fee
How do you convert prices from PLN to EUR?
We use a fixed exchange rate, according to which 1.00 EUR = 4.25 PLN. We want prices to be clear and easy to read - the adopted rate is close to the average market value and allows for simpler conversions.
We also prefer neat, easy-to-remember numbers. That’s why, after converting from PLN, the EUR price is always rounded up to the nearest full number ending with 0 or 5.