Shopware Support and Maintenance for Existing Shops
Technical support for live Shopware shops: updates, bug fixes, monitoring, and structured operational assistance.
An existing Shopware shop requires more than occasional bug fixing. With every update, every plugin, and every additional integration, the technical effort required for ongoing operation increases.
When updates are postponed, plugin conflicts recur, checkout issues impact revenue, or internal capacity for maintenance and troubleshooting is limited, clear responsibilities and reliable technical support become essential.
BrandCrock supports existing Shopware shops with maintenance, updates, bug fixing, and continuous technical stabilization – with defined response times, fixed monthly hour allocations, and transparent task handling.
Typical problems in ongoing Shopware operations
These issues usually do not impact stability, efficiency, and revenue all at once, but gradually over time during ongoing operations.
Checkout and conversion
- Drop-offs in the checkout process
- Payment errors with PayPal, Klarna, or Stripe
- Shipping rules, delivery options, or shipping cost logic not functioning reliably
Operations and inventory
- Inventory not synchronizing correctly between shop, ERP, or inventory systems
- Pricing, tax, or discount logic prone to errors
- Manual processes consuming unnecessary internal time
Performance and SEO
- Slow pages and weak Core Web Vitals
- Poor mobile user experience
- Indexing issues, redirect errors, or duplicate content
Tracking and data quality
- GA4 and GTM setups not implemented correctly from a technical perspective
- Consent logic distorting measurement and attribution
- Conversion data not reliable for operational decision-making
Updates and security
- Updates causing conflicts between plugins or themes
- Frontend errors occurring after releases
- Security updates being delayed for too long
Stability and response times
- Sporadic errors in live operation
- Cronjobs, emails, or background processes failing
- Responsibilities and response times not clearly defined
How ongoing support works
Clear services, fixed hourly allocations, and transparent execution instead of an undefined support structure.
Fixed monthly hours
Each package includes a clearly defined number of hours per month. This ensures predictable effort and a transparent service scope from the beginning.
Defined service scope
The included hours are used for maintenance, bug fixing, updates, smaller technical adjustments, and ongoing optimizations within the shop.
Transparent execution
All tasks are documented through ticketing, time tracking, and a monthly summary, ensuring full traceability.
Additional hours upon approval
If it becomes clear that the included hours are not sufficient, we inform you in advance. Additional hours are only billed after explicit approval.
German-speaking project management, proven technical execution
Muhammad Oweis
You’ll work with a German-speaking contact based in Germany. Technical implementation is carried out by our experienced international Shopware team. This combination ensures clear communication, reliable coordination, and economically sustainable execution in ongoing operations.
Shopware support packages for Shopware 5 and Shopware 6
Plannable support for existing shops, structured based on operational complexity, response requirements, and technical scope.
Care
For updates and basic technical stability
€249 / month
including defined hours
Suitable for shops that primarily require a structured framework for updates, backups, and basic operational stability.
Services
- Monthly review of planned Shopware core, plugin, and theme updates
- Backups before each update, including files and database
- Secure update execution in staging or defined maintenance windows
- Basic post-update testing, including test order and checkout check
- Basic uptime monitoring with alert notifications
SLA
- Response time within 2 working days
- Support hours: Monday to Friday, business hours (CET)
Not included
- Ongoing development or larger feature topics
- Additional work can be commissioned separately if required
Care+
For ongoing support and smaller technical improvements
€490 / month
including 8 hours
Suitable for smaller teams that require a reliable partner for troubleshooting, updates, and operational improvements.
Services
- Bug fixing and technical issue resolution
- Support for plugin and theme conflicts after updates
- Assistance with checkout and payment issues
- Small technical optimizations (e.g., caching, images, critical page elements)
- Basic corrections in GTM and GA4 setups
- Minor content and visual adjustments (e.g., banners, blocks, layout fixes)
SLA
- Response time within 24 hours
- Support hours: Monday to Friday, business hours (CET)
Additional included
- Backups before changes
- Monthly summary report with completed tasks and recommended next steps
Growth
For continuous optimization of performance, UX, and conversion
€990 / month
including 16 hours
Suitable for growing shops that want to improve performance, user experience, and technical efficiency in addition to standard support.
Services (includes all Care+ services)
- Prioritized handling of revenue-critical issues
- Monthly review of conversion-relevant areas such as cart, checkout, and mobile usage
- Performance optimizations with a focus on Core Web Vitals
- Technical SEO baseline improvements (e.g., redirect checks, indexing reviews, structured data basics)
- Continuous improvements to recurring processes and automation
SLA
- Same-day response time
- Optional emergency hotline as an add-on
Scale
For shops with higher complexity and continuous support needs
€1,790 / month
includes 32 hours
Suitable for shops with multiple integrations, frequent campaigns, more complex operations, or higher coordination requirements.
Services (includes all Growth services)
- Weekly planning call (15–30 minutes)
- Structured release management from staging to production
- Proactive monitoring for errors, cronjobs, and critical processes
- Prioritized support during campaign-relevant periods
SLA
- Response time within 24 hours
- Support hours: Monday to Friday, business hours (CET)
Additional hours outside the package
Standard overtime
- Monday to Friday, business hours: €75 / hour
- Urgent cases outside business hours (evenings or weekends): €95 / hour
- Minimum booking unit: 15 minutes
- Approval rule: If a task is expected to exceed the included hours, we inform you in advance. Additional hours are only billed after approval.
Information security in ongoing support and operations
Ongoing support often includes access to live systems, operational responsibility, and work on running environments. In that context, information security is part of reliable delivery rather than a separate topic. BrandCrock is certified according to ISO/IEC 27001:2022 and follows a structured framework for handling responsibilities, processes, and security-related risks in day-to-day operations.
More detail is available on our Security & Compliance page.
What Our Clients Say
Patrick Meier
Toller Support diesen Anbieters! Extrem schnelles Feedback!
Anonymus
Objektiv Verleih.
Schnelle Kommunikation und Umsetzung mit einem super Preis-/Leistungsverhältnis.
Christian Vollmer
Super service – competent advice – 100% satisfaction. I can only recommend the company … Will certainly use the services of BrandCrock again
Anonymus
We would like to thank BrandCrock GmbH and the entire team for the fast, professional and always friendly support! For us BrandCrock is an absolute stroke of…
Tasawar Khan
Anonymus
Sehr schnelle und professionelle Arbeit. Das Ergebnis war sehr zufriedenstellend. Probleme wurden schnell gelöst. Hat alles prima funktioniert
Hans Dieter F.
Sehr Professionell, gute Arbeit, versteht sein Handwerk, auf Grund das wir Deutsch gesprochen haben fand ich es sehr angenehm, er konnte meine Wünsche…
Chris
Für Artikel mit mehreren Varianten ist dies wirklich perfekt. Zudem reagiert der Support umgehend auf ein paar Feinheiten und setzt diese um. Besser geht es nicht!
Emergency support without an ongoing retainer
If your shop is down, payments fail, or the checkout is disrupted in live operation, we also provide support without an active support package.
Critical issues in live operation cannot always wait for the next maintenance window. If your Shopware shop is unavailable, a release has caused critical errors, or revenue-critical processes are disrupted, we provide initial technical stabilization and targeted issue resolution.
Scope of services
- Shop or checkout is unavailable, payments fail, or updates/releases cause critical errors
- Plugin or theme conflicts impacting live operation, requiring rollback or hotfix
- Stabilization of revenue-critical processes and root cause analysis after recovery
- Rapid initial technical assessment and restoration via rollback, hotfix, or targeted fixes
Emergency rate
- €95 / hour
- Minimum effort: 2 hours
What is included in support and what is not
Included (within package hours)
- Support for Shopware core, plugin, and theme updates
- Bug fixing and technical issue resolution
- Theme corrections and compatibility adjustments
- Fixes in checkout, payment, and shipping logic
- Support for integration issues (ERP, inventory systems, marketplaces)
- Basic troubleshooting in GTM and GA4
- Technical consulting and prioritization of next steps
- Small technical optimizations in ongoing operation
Not included (or billed separately)
- Full redesigns or large-scale theme redevelopment
- Major new features or custom plugin development outside the retainer
- Comprehensive SEO strategies or content creation
- Hosting costs, plugin licenses, or paid tools
- External third-party services
Contract details Clear framework for collaboration:
- Minimum term: 3 months
- Billing: monthly in advance
- Cancellation: 30 days to the end of the month after minimum term
- Transferable hours: optional up to 20% unused hours carried over to the next month
- Work documentation: ticket-based, with time tracking and monthly summaries
- Prioritization: depends on package level, response time, and queue priority
Why BrandCrock GmbH
Technical support for existing Shopware shops requires clear responsibilities, structured processes, and reliable communication.
We combine German-speaking project management with an experienced international execution team. For you, this means reliable communication, predictable budgets, and economically sustainable implementation.
Frequently asked questions about Shopware support and maintenance
Do you work with Shopware 5 and Shopware 6?
Yes. We support existing shops on both Shopware 5 and Shopware 6, including maintenance, updates, troubleshooting, and ongoing technical support. If migration to Shopware 6 is beneficial, we can also support preparation and planning.
Is support available without a retainer?
Yes. For urgent technical issues in live operation, we also provide support without an ongoing package. However, structured maintenance and predictable support are usually better covered through a support plan.
Can updates affect themes or plugins?
Yes. In complex Shopware environments, updates frequently cause conflicts between core, plugins, and themes. That is why we work with backups, defined maintenance windows, testing, and structured update validation before applying changes live.
Do you provide help with critical live issues?
Yes. If checkout, payments, or other revenue-critical processes are disrupted, we provide initial assessment, stabilization, and targeted issue resolution. Whether this is handled via a support package or emergency support depends on the situation.
Is communication in German with a dedicated contact available?
Yes. You work with a German-speaking contact based in Germany, while implementation is handled by our international Shopware team. This ensures clear communication, structured project management, and efficient execution. (LinkedIn)
What happens if Shopware becomes unstable after migration?
After migration, many issues only appear during live operation. These include plugin conflicts, performance issues, faulty integrations, redirect errors, or unstable checkout processes. In such cases, we support stabilization, technical cleanup, and structured prioritization of next steps.
More details are available in our guide “Shopware 6 after migration”.
When is ongoing support useful, and when is an audit more appropriate?
Ongoing support is useful when a shop requires regular maintenance, updates, bug fixing, or smaller technical improvements. An audit is often the better starting point when the root causes of performance issues, checkout friction, unstable processes, or technical debt need to be clearly evaluated first.
Learn more about our Shopware Performance & UX Audit.
Structured Shopware Support and Maintenance
Have your existing Shopware shop briefly assessed. We evaluate your current setup and recommend the right support package based on operational effort, shop structure, and technical complexity.
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Customer Support
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Feedback & Suggestions
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