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Service · Retainer & SLA

If we miss the SLA — we pay, not you

An hour of store downtime in peak season costs thousands of dollars. Most agencies write SLA clauses where the downtime penalty is "we sincerely apologize". Ours is calculated in dollars and credited to your next invoice automatically. No tickets to raise, no negotiation, no approval chain. We work with Next.js and 1С‑Bitrix projects.

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  • 99.9% SLA
  • 2–24 hour response
  • 20–40 hrs/month
  • Penalty in the contract
Web storefront
iOS + Android
PWA

Frontbox · core

Next.js + Elasticsearch

SSR · ISR · edge cache · facets · synonyms · auth

~120msTTFB
1.9sLCP
88mssearch
1C‑Bitrix
1C
CRM / ERP

What makes this different

Four things most support contracts never mention

  • Financial penalty — not a promise

    Every minute beyond the SLA window is a percentage of the monthly retainer, deducted from the next invoice automatically. The formula is in the contract on page one.

    No negotiation, no "we apologize"

  • Proactive monitoring

    Alerts on uptime, error rate, Core Web Vitals and queue depths go to Slack/Telegram before your users notice any issue.

    We learn about incidents first

  • KPI-tied contract

    For growth-stage products — an optional bonus/penalty layer: if CR or NPS target is not hit by the quarter checkpoint, we refund a share of the monthly fee.

    Bonus/penalty mechanics, optional

  • Zero vendor lock-in

    Documentation, runbooks and CI/CD pipelines are yours from day one. If you move to another team — no three-month ramp-up, no ransom for the codebase.

    Switch teams without pain

Live projects

What clients on retainer say

A retainer is a long-term relationship. Here is what it looks like in practice.

How we work

From kickoff to monthly rhythm — four steps

A retainer is a product with a predictable cycle. No "drop us a message".

  1. 011–2 weeks

    Onboarding and risk map

    If the project is already in production — we start with a technical audit: document the architecture, identify critical zones (infrastructure, queues, integrations, monitoring). Fixed price.

  2. 021–3 days

    SLA setup and communication channels

    We agree on severity levels, response windows, escalation channels and the penalty formula. Everything is written into the contract. No changes after kickoff.

  3. 03Monthly

    Retainer cycle: incidents and backlog

    Incidents — handled per SLA. Improvements — from a prioritised backlog within monthly scope. The team knows what is in the current month, what is deferred and why.

  4. 04Monthly

    Report and plan adjustment

    Report on hours, incidents, releases and metrics. Based on it we update priorities and workload for the next month. No surprises in the invoice.

Why this is safe

Transparency at every stage

A retainer is a product with contractual guarantees. Not a service on a whim.

  • Penalty on page one of the contract

    No fine print. The penalty formula, response windows and severity levels are visible before signing — not buried in an appendix.

  • Documentation and runbook from day one

    Full architecture documentation from the start of the retainer. Not after the contract ends, not on request, not for extra charge.

  • Alert at 80% of hours

    When you approach 80% of the hour bucket — we notify you in advance. Extra hours are added only after agreement. No surprise invoices.

  • Zero vendor lock-in

    Source code, CI/CD and Elasticsearch indexes are yours. If you switch teams — the new agency ramps up without a three-month onboarding.

  • Onboarding third-party projects at a fixed price

    We take over projects built by other teams: we start with a technical audit at a fixed cost. SLA commitments only after we know the codebase.

Comparison

WebGoodPeople retainer vs. the typical agency

A financial penalty written into the contract is something most agencies on the market simply do not offer.

What matters
WebGoodPeople
Typical agency
  • Financial accountability
    Monetary penalty in contract, auto-applied
    Verbal apologies
  • Response window
    2–24 h depending on tier, contractual
    "As soon as possible"
  • Monitoring
    Proactive: alerts before user complaints
    Reactive: by tickets
  • KPI contract
    Available: bonus/penalty by quarterly metrics
    Not offered
  • Documentation handover
    From day one, included in retainer
    On request, often paid
  • Switching vendors
    No ransom: runbook, CI/CD and code are yours
    Dependency on the agency

Three support tiers

Choose your SLA level and hours

All three tiers include a financial penalty for missed SLA written into the contract. The difference is the response window, hours included and team dedication.

Basic Retainer

Business hours, 24h SLA

For projects with standard availability requirements. Monitoring and incident resolution during business hours.

on request/month

10 hours per month included

Billing
Monthly
Infrastructure
Your server
Code ownership
Code is yours
  • Monitoring and alerts during business hours (9–18 UTC+3)
  • 24h SLA with financial penalty in contract
  • Bug fixes, hotfixes, security patches
  • Monthly report on incidents and hours
  • 10 hrs/month included
Request Basic

Professional Retainer

Extended hours, 8h SLA

For high-load e-commerce projects. Priority incident response, bi-weekly sync, Core Web Vitals monitoring.

$4,000/month

20–40 hours per month included

Billing
Monthly
Infrastructure
Your server
Code ownership
Code is yours
  • Support 8–22 UTC+3 every day
  • 8h SLA with financial penalty in contract
  • Priority bug fixes and hotfixes
  • Core Web Vitals and performance monitoring
  • Bi-weekly progress and roadmap call
  • 20–40 hrs/month included
Request Professional
Enterprise

Enterprise Retainer

24/7, 2h SLA, dedicated team

For mission-critical projects. Round-the-clock coverage, dedicated team, weekly session with your CTO.

Custom

Custom hours, custom SLA

Billing
Monthly
Infrastructure
Your server
Code ownership
Code is yours
  • 24/7 support, 2h SLA with financial penalty
  • 99.9% uptime guarantee in contract
  • Dedicated team for your project
  • Weekly session with your CTO
  • Load testing and DR planning
  • Custom hours allocation
Discuss Enterprise

KPI-tied contract is available on Professional and Enterprise tiers: if the target metric (CR, NPS, LCP) is not reached — we refund a portion of the fee. Mechanics are defined in the contract before kickoff.

FAQ

Guarantees, SLA mechanics and edge cases

  • Exactly how does the financial SLA penalty work?

    Each tier has a defined response window. Every minute we miss it, a specific percentage of the monthly retainer is automatically deducted from the next invoice. The formula is in the contract on page one — no negotiation required.

  • What is a KPI-tied retainer?

    An optional contract layer available on Professional and Enterprise tiers. We fix a target metric (CR, NPS, LCP or another). If the target is not reached by the agreed checkpoint — we refund a portion of the fee. The mechanics and refund percentage are defined in the contract before kickoff.

  • Can you support a project built by another team?

    Yes. We start with an onboarding audit at a fixed price (typically 2 weeks): we document the architecture, identify risks, describe integrations and critical zones. After that we take on SLA commitments.

  • What happens if we exceed the hour bucket?

    We notify you when you approach 80% of the bucket. Extra hours are added only after agreement — no surprise invoices at the end of the month.

  • What does the monthly report include?

    Hours breakdown, closed incidents, released improvements, key metrics (Core Web Vitals, error rate, uptime) and priorities for the next month. One document — the full picture.

  • How do I submit support requests?

    Via email, Telegram, Slack or a dedicated task board — whatever your team already uses. We adapt to your channels, not the other way around.

  • How does handoff work if we decide to leave?

    No ransom. All documentation, runbooks, CI/CD pipelines and source code are yours from day one of the retainer. A new team ramps up without a three-month onboarding.

  • Is the retainer only for bugs or development too?

    Both. The retainer covers incidents, hotfixes, performance tasks and a portion of roadmap improvements within the monthly scope. The incident/development ratio is agreed at kickoff.

Set up a retainer with a financial penalty

Tell us what needs to be covered — we will scope the SLA level and price. If the project was built by another team, we will start with an onboarding audit.

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