Ongoing Support & Maintenance
Not a helpdesk. A dedicated PrestaShop team that knows your store. Ticket-based, SLA-driven support that keeps your operation running — without the back-and-forth of explaining your setup from scratch every time.
Contractual on Pro & Enterprise plans.
Same engineers. Every ticket. No rotation.
We document your stack at onboarding. It stays documented.
Not a generalist agency handling PS on the side.
Typical Support Experience
Prestausa Support
Scope of Support
Support retainers cover the full operational surface of your store — not just bug fixes. Anything that keeps your store running well and your team unblocked is in scope.
Store-breaking issues, checkout failures, payment errors, display bugs, and module conflicts — diagnosed and resolved with priority handling based on business impact.
Checkout Errors Module Conflicts Data Issues
Minor additions and improvements that don’t warrant a standalone project — adding a field, adjusting a workflow, tweaking checkout logic. Handled from your retainer hours, no separate scoping process needed.
UI Tweaks Logic Changes Hook Adjustments
Third-party module updates tested on staging, validated for conflicts with your custom code, then deployed. No live-site surprises from a changelog you didn’t read in time.
Staging Tests Regression Checks Rollback Ready
Product additions, bulk imports, category restructuring, CMS page updates, and banner changes — handled without pulling your team off higher-value work.
Bulk Imports CMS Pages Catalog Structure
Monthly performance checks against baselines. If response times drift, we investigate and fix — proactively, not because a customer complained first.
Core Web Vitals DB Queries Cache Health
PrestaShop security releases applied promptly. PCI-DSS surface reviewed quarterly. Vulnerability scans after any significant update. You get a report, not just a commit.
Security Releases PCI Surface Vuln Scanning
Engagement Model
Projects are scoped and priced per deliverable — not sold by the hour. Fixed scope means fixed budget. Changes are quoted separately before they begin.
STARTER
For stable stores that need a reliable safety net and a team on call.
hours / month
• Next-day response SLA
Growth
For active stores where downtime and slow fixes have a direct
revenue cost.
hours / month
• 2h critical · 8h high priority SLA
Most Popular
Scale
For high-volume or complex operations that need near-continuous coverage and strategic input.
hours / month
• 1h critical · 4h high priority SLA
Ticket Workflow
Every ticket follows the same structured process. No informal Slack threads that get lost. No verbal commitments. A traceable record from submission to sign-off — every time.
✓
Via portal, email, or Slack channel. Describe the issue — no template required.
+
Priority assigned within SLA window. Engineer with your store context picks it up.
≤ 2h critical
03
Root cause identified and communicated. No guesswork billed as hours.
04
Resolution built and validated on staging before touching production.
05
Production deployment with your sign-off. Hours logged, ticket documented.
Scope Clarity
Support retainers are not open-ended consulting agreements.
Clear boundaries protect your hours and our ability to meet SLAs.
Large projects are scoped and priced separately — not absorbed silently.
Get Started
Onboarding is fast. We document your store, meet your team, and set up the ticket channel — then you’re live. No lengthy contracts before your first issue is handled.
We’ll confirm scope and onboarding timeline within 24h.
Response within 24h · No commitment until plan confirmed · 30-day cancellation notice
