If we miss the SLA — we pay, not you
Support and evolution of a site or app on a retainer: 24/7 monitoring, SLA response, hours of changes per month and a monetary penalty for delays written into the contract. Next.js, 1C‑Bitrix, integrations.
- 99.9% SLA
- 2–24 hour response
- 10–40 h/mo
- Penalty in the contract
Frontbox clients already have support in the subscription (5 hours in Standard, priority and SLA in Premium). The retainer is for sites and systems outside Frontbox.
Four things support contracts usually leave out
A penalty, not a promise
Every hour beyond the SLA window is a percentage of the retainer deducted from the next invoice. The formula is on page one of the contract.
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 under SLA
Response and recovery within the tier’s window. Root cause and a fix, not “we rebooted it”.
- SLA 2–24 h
- 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
SLA and channels
Tier, response windows, penalty — in the contract. Incident channel — Telegram.
- 03
Monthly cycle
Incidents under SLA, 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 an SLA level and hours
In every tier the penalty for a missed SLA is fixed in the contract. The difference is the response window, hours and team dedication.
Business hours · SLA 24 h
For sites where overnight downtime is not critical.
10 hours of changes per month
- response in business hours
- SLA 24 h with a penalty
- 24/7 monitoring
- 10 h/mo of changes
Extended hours · SLA 8 h
For stores that sell around the clock.
20–40 hours of changes per month
- 8 h response, weekends included
- SLA with a penalty
- prioritised backlog
- 20–40 h/mo of changes
Critical · SLA 2 h
For projects where every hour of downtime costs money.
dedicated team
- 2 h response, 24/7
- dedicated engineer
- KPI‑linked contract
- hours by agreement
Frequently asked
How does the SLA penalty work?
A formula in the contract: every hour beyond the response or recovery window is a percentage of the monthly retainer, deducted from the next invoice automatically. No claims, no negotiations.
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
A link to the site, the stack and what hurts right now. We come back with a risk map and an SLA proposal.