Operations & Service
SLA for shops and websites: agreed response times in operation
A service level agreement sets out in writing the response times, reporting channels and services for the operation of your shop or website.
- since 2012
- 200+ online shops
- 800+ websites
- Shopware Partner since 2014
Online shops
200+
delivered since 2012
Projects delivered
1000+
since 2012
Locations
Bargteheide and Göttingen
contacts close to you in Germany
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Shopware Partner since 2014 -
Mollie Partner since 2021 -
Trusted Shops Partner -
eRecht24 Partner -
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Base Partner since 2026 -
sync4 Partner since 2022 -
Pickware Partner since 2019 -
What remains unclear in an incident without an SLA
Without an agreement, it is unclear in the event of a fault who is responsible, how quickly they will respond and what it will cost. Especially at weekends or before public holidays, this quickly becomes a problem.
What an SLA for your shop and website gives you
- Response times are agreed in writing.
- You know which channel to use to report faults.
- Hosting, maintenance and monitoring are bundled in one contract.
- The costs of operation are predictable.
Scope of services
What an SLA with Web Labels covers
- Priorities and response times
Each fault level is given a response time agreed in writing.
- Reporting channels
You know how to reach us in the event of a fault.
- Monitoring
Our systems report many problems before you have to call.
- Updates and backups
Regular maintenance is part of the agreed scope.
- Reports
You receive clear reports on operations.
- On-call availability
We agree times outside office hours as required.
An SLA (service level agreement) sets out in writing how quickly we respond to faults, how you can reach us and which services are included in operation. This makes sense for shops and applications where downtime directly costs revenue. We agree response times and scope with you to suit your needs.
Priorities instead of flat rates
Not every fault is equally urgent. A broken checkout needs a different response from a misaligned image. In the SLA we define priority levels and assign a response time to each. The basis for fast responses is monitoring, which reports problems before you have to call.
Monitoring
Example- Home page reachableOK
- Basket and checkoutOK
- SSL certificateOK
- Updates and security gapsOK
- Last night’s backupOK
One contract for operations
Hosting, maintenance and monitoring can be combined in the SLA. This gives you one contact and one invoice for everything that comes up after go-live.
Tech stack
- ApplicationShopware, Laravel or WordPress with theme and plugins
- Cache and searchRedis and Elasticsearch configured to fit
- PHPcurrent version with OPcache
- Serverour own servers with NVMe storage
How we work
How we agree your SLA
- Understand
We look at your business, your systems and your figures before we suggest anything.
- Plan
You receive a concept and a quote with individual items and a realistic schedule.
- Build
We develop in stages. You see interim results on a test environment and approve them.
- Run
After go-live we take care of hosting, updates and monitoring if you want us to.
Your contacts
Your contacts for SLA and operations
Tell us where your project stands. Marco will listen, ask questions and tell you honestly what we recommend and roughly what it will cost.
Our team for your questions
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- Aleksej Werestschagin Web development
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- Security
Security updates, hardened servers, SSL, DDoS protection, daily backups and monitoring for anomalies, with a plan for emergencies.
- Monitoring
Monitoring of availability, servers, queues, error logs, load times and SEO metrics, with alerts by email, Slack or webhook.
- Maintenance & updates
Tested updates for system, plugins and themes, backups before every update and a functional check afterwards, for WordPress and Shopware.
- Hosting
Hosting on our own servers for WordPress, Shopware and Laravel, with NVMe storage, Redis, daily external backups and support from developers.
A few sentences are enough to start. We will get back to you with questions or a suggested date.