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Service · Retainer & SLA - We pay when we miss — not the other way around

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 monitor 24/7, catch incidents before your users do, and keep your store running at a guaranteed level — or we pay.

99.9%

SLA with financial penalty in the contract

2-hour

max incident response on Enterprise tier

20–40 hrs

monthly hour bucket included in retainer

What makes this different - A retainer with a real financial SLA — not a goodwill gesture

When we miss the SLA, a penalty is automatically deducted from your next invoice. The formula is written into the contract. No ambiguity, no escalation chain, no "let's discuss it" email threads.

  • Financial penalty, automatically applied. Each minute beyond the SLA window is a defined percentage of the monthly retainer, credited automatically. It's in the contract on page one — not buried in an appendix.
  • KPI-tied retainer option. For growth-stage products we offer a KPI bonus/penalty layer on top of the retainer: if a CR or NPS target isn't hit over the quarter, we refund a share of the fee.
  • Proactive observability — not reactive ticketing. Our monitoring stack (uptime, error rate, Core Web Vitals, queue depths, memory) fires into Slack/Telegram on early warning signals — not after users start submitting support requests.
  • No vendor lock-in on handoff. Documentation, runbooks, CI/CD pipelines and Elasticsearch indexes are yours from day one. If you move to another team — no three-month ramp-up, no ransom for the codebase.

What is included - Support services in every tier

  • 24/7 monitoring. Uptime, response time, error rate and resource usage with automated alerts. We detect and respond to incidents before your users notice them.
  • Bug fixes and hotfixes. Rapid diagnosis and resolution of production issues. Critical bugs addressed within the SLA window, with root cause analysis and preventive measures delivered in the same report.
  • Security updates. Regular dependency updates, security patches, and vulnerability scanning. Your stack stays current and protected against known threats without you managing changelogs.
  • Performance optimization. Ongoing Core Web Vitals monitoring, database query optimization, caching improvements and load testing. Fast on launch day, fast on peak day.
  • Feature development. Evolutionary development in sprint cycles. New features, UI improvements, integration updates and A/B experiments delivered from your monthly hour bucket.
  • Quarterly roadmap sessions. Technical architecture reviews, scaling strategies and technology decisions — with your CTO and product lead every quarter. We keep your roadmap honest.

SLA tiers - Choose your support level

All tiers include the financial SLA penalty in the contract. The difference is the response window, hours included and whether you get a dedicated team. Starting from $4,000 / month.

Basic

For projects with standard availability requirements.

  • Business hours support (9–18 UTC+3)
  • 24-hour SLA · financial penalty for breach
  • Monthly status reports
  • Security patches and updates
  • Up to 10 hours/month included
Recommended

Professional

For business-critical e-commerce needing faster incident response.

  • Extended hours support (8–22 UTC+3)
  • 8-hour SLA · financial penalty for breach
  • Priority bug fixes
  • Bi-weekly progress calls
  • Performance monitoring + Core Web Vitals
  • Up to 20 hours/month included

Enterprise

For mission-critical systems requiring round-the-clock coverage.

  • 24/7 support
  • 2-hour SLA · 99.9% uptime guarantee · financial penalty
  • Dedicated support team
  • Weekly planning sessions with your CTO
  • Load testing and DR planning
  • Custom hours allocation
Get a retainer quote

Why us - What we bring that most support shops don't

  • Deep project knowledge from day one. We support projects we built, so there is no ramp-up time. Our team already knows the codebase, integrations, architecture and business logic — no three-week discovery sprint before we can fix a bug.
  • Transparent reporting. Monthly reports with hours breakdown, completed tasks, performance metrics and recommendations for next steps. You always know where your budget goes.
  • Co-delivery — your team grows with the project. We transfer knowledge and context proactively. When you build an internal team, there is no black box to reverse-engineer. Documentation is a deliverable, not an afterthought.
  • Flexible scaling. Adjust your tier as your needs change. Scale up before a peak season or product launch, scale down during quiet periods. No long-term lock-in required.

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 that window, a specific percentage of the monthly retainer is credited to your next invoice. The formula is written into the contract on page one — no ambiguity, no negotiation required.
  • What happens if the agreed KPI isn't hit?. On KPI-tied retainers, the penalty share is defined in the contract. If the target metric (CR, NPS, LCP threshold) isn't reached by the agreed checkpoint, we refund a portion of that month's fee automatically.
  • Can you support a project built by another team?. Yes. We start with a technical audit to understand the codebase, document the architecture and identify risks. Typical onboarding takes two weeks at a fixed price, after which we take over the SLA commitment.
  • What happens if I exceed my monthly hours?. Additional hours are billed at the agreed hourly rate. We notify you proactively when you approach 80% of the bucket — no surprise invoices at the end of the month.
  • How do I submit support requests?. Via email, Telegram, Slack or a dedicated project board — whatever your team already uses. We adapt to your communication stack, not the other way around.

What's nearby - Related services and reading

Tell us about your project

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Our offices

  • Russia
    Saint Petersburg, Rizhskaya st. 5, bldg. 1, office 402
    +7 (967) 555-90-32
  • Kazakhstan
    Almaty
    +7 (707) 340-29-12
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