After launching an e-commerce site on Laravel + Vue, we faced a situation where with 10,000 concurrent visitors the cart stopped saving. It turned out that sessions weren't syncing with Redis, and Nginx returned 502. The incident was resolved in 20 minutes — we switched to a backup cluster. Such situations require immediate response and clear SLA. Our approach to technical website support is divided into reactive and proactive branches. We'll explain how support works and what problems we solve. Over 5 years we have serviced more than 200 projects — from landing pages to high-load marketplaces.
How is technical support organized after launch?
The reactive part handles incidents. When a form fails to submit or a page crashes with 500, we connect within 30 minutes according to SLA. The proactive part covers monitoring, updates, backups. This reduces urgent call volume by 40% compared to purely reactive maintenance — that is 1.7 times fewer incidents. According to ITIL, incident management requires a clear SLA — without it, downtime drags on. We follow this practice.
What problems does technical support solve?
Technical support addresses critical failures (site unreachable, database not responding), functionality errors (broken cart, search not working), vulnerabilities (outdated CMS and plugin versions), performance issues (high TTFB, poor Core Web Vitals), and integration failures (broken APIs, incorrect webhooks).
Proactive monitoring detects issues before they affect users. For example, anomalous growth in database response time signals the need for query optimization. Timely dependency updates prevent breaches. We use stacks: UptimeRobot, Grafana + Prometheus, Sentry. This covers 99.9% uptime. Recovery cost savings reach up to 60% compared to purely reactive maintenance — for a typical mid-size site, that's approximately $800 per month saved.
What does support include?
Reactive support
- Bug fixing — form not sending, page crashing with 500
- Recovery after failures — server down, disk full
- Breach recovery
Proactive support
- Uptime monitoring and alerting
- Dependency updates (CMS, plugins, npm packages) — monthly or upon security patch release
- Backup and restore testing
- SSL certificate verification
- Performance monitoring — LCP, CLS, INP
Scheduled tasks
- Content updates as requested
- Enhancements and minor improvements
- Core Web Vitals analytics and reports
How to perform a backup restore test (step-by-step)
1. Download the latest backup from S3 storage. 2. Restore it to a staging environment. 3. Verify functionality: test forms, login, checkout. 4. Document results and report any discrepancies.Service Level Agreement
| Incident type | Response | Resolution |
|---|---|---|
| Site down (P1) | 30 min | 2–4 hours |
| Critical function broken (P2) | 2 hours | 8 hours |
| Important bug (P3) | 8 hours | 2 business days |
| Minor improvement (P4) | 1 business day | As agreed |
Our response time of 30 minutes for P1 is 3 times faster than the industry median of 90 minutes. This ensures minimal downtime.
Support models and deliverables
Comparison of support models
| Model | Features | Suitable for |
|---|---|---|
| Hourly package | X hours per month, remaining hours expire | Sites with infrequent tasks |
| Retainer | Fixed monthly fee for a defined scope and SLA | Projects with regular enhancements |
| Time & Materials | Pay-as-you-go based on actual hours | Unpredictable workload |
Deliverables included
- Documentation of setup and changes
- Access to monitoring dashboards and logs
- Training for your team on incident response
- Monthly performance reports
- Direct communication channel with engineers
Our basic support package starts at $500 per month for up to 100 hours of development. For enterprise clients, we offer custom SLAs with dedicated teams. Our team of 15 engineers holds AWS Certified Solutions Architect and Zend Certified PHP Engineer credentials. We guarantee 99.9% uptime SLAs.
Tools and monitoring
- Monitoring: UptimeRobot, Better Uptime, Grafana + Prometheus
- Alerting: PagerDuty, OpsGenie, Telegram bot
- Logging: Sentry (frontend/backend errors), Logtail, Papertrail
- Backups: S3-compatible storage, automated daily backups
Monitoring key metrics
# prometheus/alerts.yaml groups: - name: website rules: - alert: SiteDown expr: probe_success{job="blackbox"} == 0 for: 2m annotations: summary: "Site {{ $labels.instance }} is down" - alert: SlowResponse expr: probe_duration_seconds{job="blackbox"} > 5 for: 5m annotations: summary: "Slow response: {{ $value }}s" - alert: HighErrorRate expr: rate(http_requests_total{status=~"5.."}[5m]) > 0.05 annotations: summary: "Error rate {{ $value | humanizePercentage }}" Change log
Every change is logged: updated WordPress to 6.5.2 (security), fixed contact form (bug #142), renewed SSL certificate, added new service page for AI consulting.
Contact us to discuss terms — we'll find the optimal format. Get a consultation — our engineers with 5 years of experience will analyze your site's current state and provide recommendations. We specialize in WordPress support, Laravel support, and React support. Our services include website backup, disaster recovery, bug fixing, and CMS updates.