Keep your Shopware store secure, fast, and selling every day.
Running a Shopware store in a slow economy is hard enough. Your shop can’t afford downtime, broken checkouts, slow pages, or update chaos.
BrandCrock Support & Maintenance gives you a reliable team, clear SLAs, and monthly hours for fixes + improvements so your store stays stable and keeps converting
The Pain Shop Owners Feel (And
What We Remove)
Common issues that silently kill revenue
Conversion & checkout
- Abandoned carts due to checkout friction, slow checkout, payment errors
- PSP failures (PayPal, Klarna, Stripe) and payment plugin conflicts
- Broken shipping rules / wrong costs / missing delivery options
Operations & stock
- Stock inconsistencies across ERP/Wawi, marketplaces, Pickware, warehouses
- Wrong prices, wrong VAT rules, broken promotions & vouchers
- Manual processes that cost hours every week (no automation)
Performance & SEO
- Slow pages (Core Web Vitals), low mobile conversion
- Indexing issues, duplicate content, broken redirects after changes
- Tracking chaos (GA4, GTM, consent, conversion tracking mismatch)
Updates & security
- Shopware core updates break plugins/themes
- Theme breakage after updates, broken UI on mobile
- Security patches delayed due to “fear of breaking something”
Stability & trust
- Random errors, 500s, emails not sending, cronjobs failing
- Downtime during peak campaigns
- No clear owner, no clear SLA, no transparent hours
What you get instead
- Predictable monthly support hours
- Stable update routines + backups + test orders
- Faster fixes + continuous improvements that increase conversion
How our retainers work
A simple subscription model that fits KMU budgets
Included Hours
Monthly retainer includes a fixed number of hours
Scope of Work
We use those hours for: fixes, updates, small development, optimization
Time Transparency
Transparent tracking: tickets + time logs + monthly summary
Overage Policy
If you need more than the included hours → overage rate applies
German communication,
global delivery
Muhammad Oweis
You work with a German-speaking Project Manager / Lead in Germany, while implementation is handled by our experienced international Shopware team.
Packages (Shopware 5 & 6)
Care (Updates & Stability)
€249 / month
includes ( ) hours
Best for shops that want safe updates + basic monitoring, without a big dev budget.
Includes
- Monthly update check (Shopware core + plugin/theme update plan)
- Backups before every update (files + DB)
- Safe update execution (staging or defined maintenance window)
- Basic post-update test: test order + checkout smoke test
- Basic uptime monitoring (alerts)
SLA
- Response time: within 2 business days
- Support hours: Mon–Fri, business hours (CET)
Not included
- Development / feature work (available as overage)
Care+ (Support Retainer)
€490 / month
includes 8 hours
Best for small teams who need a reliable “Shopware partner” for fixes + small improvements.
Includes
- Bug fixes & troubleshooting
- Plugin/theme conflicts after updates
- Checkout & payment troubleshooting
- Speed quick wins (cache, images, critical issues)
- Tracking fixes (GTM/GA4 basics, event issues)
- Content support (small layout adjustments, banners, blocks)
SLA
- Response time: within 24 hours
- Support hours: Mon–Fri, business hours (CET)
Always Include
- Backups before changes
- Monthly mini-report: what was done, what’s next
Growth (Conversion & Performance)
€990 / month
includes 16 hours
Best for growing shops that want continuous improvements that increase revenue.
Includes (Everything in Care & plus:)
- Monthly conversion & UX checks (cart, checkout, mobile)
- Performance improvements (Core Web Vitals focus)
- SEO hygiene: redirects, indexing checks, structured data basics
- Ongoing automation improvements (time-saving workflows)
- Priority handling for sales-critical issues
SLA
- Response time: same business day
- Optional emergency hotline add-on
Scale (High-touch, reliable delivery)
€1,790 / month
includes 32 hours
Best for shops with frequent campaigns, multiple integrations, or complex B2B setups.
Includes (Everything in Growth plus:)
- Weekly planning call (15–30 min)
- Release management (staging → production)
- Proactive monitoring (errors, cronjobs, key processes)
- Priority support during campaign windows
SLA
- Response time: within 24 hours
- Support hours: Mon–Fri, business hours (CET)
Overage rate (extra hours
beyond the package)
We keep pricing simple and KMU-friendly.
- Standard overage (Mon–Fri, business hours): €75 / hour
- Urgent / outside business hours (evenings/weekends): €95 / hour
- Minimum booking unit: 15 minutes
- Approval rule: if a task is expected to exceed remaining hours, we’ll notify you first (by ticket/email).
Emergency Support (even
without a package)
Your shop is down? Checkout broken?
Payment fails?
We can help even if you don’t have a retainer.
Emergency service
- Rapid triage
- Restore access / rollback / hotfix
- Stabilize checkout & key revenue paths
- Root-cause analysis (RCA) after recovery
Emergency rate
- €95 / hour (minimum 2 hours)
What’s included vs. what’s not
Included
(within package hours)
- Shopware core / plugin update support
- Bug fixing & troubleshooting
- Theme adjustments & compatibility fixes
- Checkout/payment/shipping rule fixes
- Performance optimization tasks
- Integration troubleshooting (ERP/Wawi/marketplace interfaces)
- Tracking basics (GTM/GA4 debugging)
- Advisory + roadmap suggestions
Not included
(quoted separately or billed as overage)
- Major redesigns / full theme rebuild
- Large new features or custom plugins beyond retainer scope
- Full SEO strategy campaigns / content production
- Hosting costs, plugin license fees, paid tools
- Third-party vendor costs (e.g., paid marketing agencies)
Contract details
(clear and KMU-friendly)
- Minimum term: 3 months (recommended for stability + measurable results)
- Billing: monthly in advance
- Cancellation: 30 days notice to month-end (after minimum term)
- Rollover hours: up to 20% of unused hours can roll to next month (optional; recommended for trust)
- Work tracking: ticket-based + time logs + monthly summary
- Priority: package tier defines response time and queue priority
Why BrandCrock
A partner built for stable long-term support
We combine German-market project leadership with a proven international delivery team. That means: reliable communication, predictable budgets, and fast implementation without the cost structure of a purely local agency.
Frequently Asked Questions
Do you work with Shopware 5 and Shopware 6?
Yes, and we can also support migration planning if needed.
Do you offer support without a retainer?
Yes, emergency support is available anytime (higher hourly rate applies).
Will updates break my theme or plugins?
Updates can cause conflicts, that’s exactly why our process includes backups, staging/maintenance windows, and post-update tests.
Can you guarantee “no downtime”?
No agency can promise that. What we do promise: fast reaction, safe processes, and clear SLAs.
Do you provide German communication?
Yes. You’ll have a German-speaking PM/Lead as your main contact. (LinkedIn)
Want stability + progress every month?
Get a free Shopware health check and we’ll recommend the right package for your shop size and complexity.
