Support that spots the problem before you do
Support and evolution of a site or app on a retainer: 24/7 monitoring, hours of changes per month and a clear report. Response times are agreed in the contract. Next.js, 1C‑Bitrix, integrations.
- 24/7 monitoring
- 2–24 h response target
- 10–40 h/mo
- Response times in the contract
Frontbox clients already have support in the subscription: programmer hours are included, the amount depends on the plan. The retainer is for sites and systems outside Frontbox.
Four things we put in the support contract
Response times on paper
The response window for each tier is agreed and written into the contract, not promised verbally.
Proactive monitoring
We learn about a problem before you do: uptime, errors, speed, integration queues — 24/7.
Hours for growth, not just firefighting
Every tier includes hours of changes from a prioritised backlog. What made it into the month and what moved is visible.
Zero lock‑in
Source code, access and documentation are yours. Leave any month.
What is included
Incidents
Response and recovery within the agreed tier window. Root cause and a fix, not “we rebooted it”.
- 2–24 h response
- post‑mortem
24/7 monitoring
Uptime, errors, speed, integrations, certificates, backups — alerts to us, a report to you.
- uptime
- errors
- backups
Backlog changes
Tier hours go to priority tasks: new blocks, integrations, optimisation.
- 10–40 h/mo
- backlog
Updates and security
Platform and dependency updates, security patches, access audit.
- updates
- security
Speed and SEO hygiene
Core Web Vitals, broken links, redirects, sitemap — kept in order.
- CWV
- sitemap
- redirects
Monthly report
What happened, what we did, what is next — on one page.
- report
- plan
From start to a monthly rhythm — four steps
- 01
Onboarding and risk map
Access, infrastructure, weak spots, a list of “what can break”.
- 02
Response times and channels
Tier and response windows — in the contract. Incident channel — Telegram.
- 03
Monthly cycle
Incidents within the agreed window, improvements from the backlog within the month’s hours.
- 04
Report and adjustment
Once a month — a report and a plan. The tier can change as needed.
Pick a response window and hours
Response times are agreed in the contract. Tiers differ in the response window, hours and team dedication.
Business hours · 24 h response
For sites where overnight downtime is not critical.
10 hours of changes per month
- response in business hours
- 24 h response target
- 24/7 monitoring
- 10 h/mo of changes
Extended hours · 8 h response
For stores that sell around the clock.
20–40 hours of changes per month
- 8 h response, weekends included
- response times in the contract
- prioritised backlog
- 20–40 h/mo of changes
Critical · 2 h response
For projects where every hour of downtime costs money.
dedicated team
- 2 h response, 24/7
- dedicated engineer
- response times in the contract
- hours by agreement
Frequently asked
How are response times fixed?
The response window for your tier is agreed and written into the contract. Response time and what was done for each incident are visible in the monthly report.
What if the month’s hours are not enough?
Requests beyond the hours are estimated separately or you move to the next tier. Unused hours partially roll over — the rules are in the contract.
Do you support sites you did not build?
Yes. We start with onboarding and a risk map: we review the code, infrastructure and integrations and say honestly what needs fixing first.
Can we leave?
Any month. Source code, access and documentation are yours from day one.
How is this different from Frontbox support?
In Frontbox, support is part of the platform subscription. The retainer is for any other site or system: Bitrix, Next.js, integrations, apps.
Send a link — we propose a tier and a price
Leave a link to the site and a contact — we clarify the stack and what hurts right now, then come back with a risk map and a tier proposal.