Support and service level agreement plans for Adobe
Commerce 2.4.x
Magento support pricing with service level agreements you can show your chief financial officer
Reserved hours, response time per severity, the escalation path, and the on-call rota are all on this page. Pick the tier that matches your store, see exactly what is covered, and get a scoped quote in 3 days.
Submit your brief → call within 48 hours → scoped proposal in 3 days → onboarding inside 1 week of sign-off
120+
Magento stores supported
99.97%
Rolling 12-month uptime
10min
Fastest P1 response
The retainer trap
Most Magento support plans are sold blind
The default retainer hides hours, response times, and escalation. You sign, then learn what you actually bought when the storefront goes down. Here is the difference, side by side.
The default partner
Block-hours retainer
Hours bucket with no service level agreement
Best effort response. No contractual time per severity.
Ticket goes into a queue
You wait for whoever is free. No named tech lead, no escalation path.
No monitoring you can see
You learn about outages from customers, not the partner.
Out-of-scope billed without warning
Hours quietly burn on the wrong things. You find out at month-end.
The Redefine retainer
Service level agreement-led support plan
Contractual service level agreement per severity
P1 to P4 response times on the contract. Penalties if we miss.
Named tech lead and on-call rota
You know who is paged, who escalates, and who signs off on releases.
Monitoring you can read
Shared dashboard. Synthetic checkout probes. Alert thresholds you sign off on.
Out-of-scope flagged before work starts
Hours burn the way you scoped them. No surprise invoices.
2:14 AM · checkout failure detected across 3 nodes · $420 / minute revenue at risk
Block-hours retainer
2:14Checkout probe failed, retry 1/3
2:15Checkout probe failed, retry 3/3, escalating
2:16Email sent to [email protected]
2:22no response
2:38no response
3:01Customer complaint received via contact form
3:18Customer complaint 7 received, cart abandon spike
4:02Partner engineer responds: looking into it
4:55Site restored, 2h 41m downtime
Downtime
2h 41m
Estimated lost
$67K
Service level agreement penalty
none
Service level agreement-led retainer
2:14Checkout probe failed, PagerDuty trigger fired
2:16On-call engineer acknowledged, P1 bridge opened
2:17Ops lead and chief technology officer notified, status
page updated
2:19Root cause: Redis session eviction under peak load
2:24Hotfix deployed to staging, probe green
2:28Deployed to production, checkout restored
2:29Post-incident report drafted, review scheduled
2:30P1 resolved in 16 minutes, within service level agreement
of 30 minutes
Downtime
16 min
Estimated lost
$6.7K
Service level agreement met
Yes
Onboarding process
From signed retainer to first ticket resolved in 7 days
Onboarding is the moment most support plans go wrong. Here is the actual sequence: who does what, what you receive, and when the service level agreement clock starts running.
1
Day 0
Retainer signed and access provisioned
Repository access, secure shell keys, cloud roles, password vault, observability hooks.
2
Day 1 to 2
Platform onboarding and runbook capture
Infrastructure walkthrough, integration map, on-call rota assignment, escalation tree.
3
Day 3 to 4
Baseline audit and service level agreement setup
Performance, security posture, integration health. Synthetic checkout probes go live.
4
Day 5 to 6
Tooling live and alerts wired
Shared dashboard, ticketing portal, paging tree. Alert thresholds signed off by your ops lead.
5
Day 7
First ticket resolved, cadence locked
Service level agreement clock running. Monthly review cadence and quarterly roadmap on the calendar.
$ retainer init --client=acme-magento
→ Provisioning access vault...
[OK]
→ Generating secure shell keys for 4 engineers...
[OK]
→ Adding to AWS identity and access management role:
redefine-magento-ops
→ Connecting Datadog, New Relic, Sentry...
[OK]
→ Joining #acme-magento-incidents Slack...
[OK]
→ Service level agreement clock paused until baseline
complete
4 engineers ready · 0 escalations open · 0 incidents
Access liveVault syncedBaseline pending
Storefront
Magento 2.4.7 on AWS, 4 web nodes
Integrations
NetSuite, Klaviyo, Avalara, Algolia, ShipStation
On-call rota
3 engineers: primary, secondary, tech lead
Escalation tree
P1 paging targets confirmed with your team
Product page time to first byte
412 ms
Above 300 ms target
Checkout p95
2.8 s
Within target
Security patches
3 missing
1 critical vulnerability
Scheduled task health
97%
Stable
Top 3 actions this sprint
Patch security vulnerability, tune Varnish time-to-live on product pages, throttle enterprise resource planning polling under peak load
Storefront
99.99%
Checkout
99.97%
Scheduled tasks
3 queued
Synthetic checkout probe, 12 seconds ago
2.1sProduct page probe, 47 seconds ago
0.4sEnterprise resource planning sync delay, 2
minutes ago
acknowledgedFirst ticket
Configurable swatch image missing on product page for SKU range
Severity
P3
Service level agreement
4 hours
Actual
2h 12m
Monthly cadence locked
Sprint review every Friday. Quarterly roadmap workshop. Executive read-out the first Tuesday of every month.
Magento support plans
Four tiers, every line item on the page
Reserved hours, response service level agreements, in-scope work, the on-call rota, and the escalation path are all published. Pick the tier that matches your platform footprint, monthly revenue, and operations team size.
Essential
$1,950/month
12 hours per month
For stores doing $5,000 to $30,000 per month on Magento Open Source 2.4.x.
- P1 in 1 hour
- Business hours coverage
- Patching and minor fixes
- No dedicated tech lead
Standard
$4,500/month
30 hours per month
For stores doing $30,000 to $150,000 per month, often Adobe Commerce on cloud.
- P1 in 30 minutes
- Extended hours coverage
- Named tech lead
- Monthly executive read-out
Most chosen
Advanced
$9,500/month
70 hours per month
For stores doing $150,000 to $750,000 per month with complex integrations.
- P1 in 15 minutes
- 24-hour, 7-day on-call rota
- Quarterly roadmap workshop
- Synthetic checkout probes
Enterprise
from $18,000/month
150 or more hours per month, scoped
For Adobe Commerce stores doing $750,000 or more per month with regulated workloads.
- P1 in 10 minutes
- Dedicated pod of 3 engineers
- Payment Card Industry and SOC 2 ready playbook
- Peak-season war-room support
Pricing is the published indicative rate for North America and EMEA. Final fee depends on platform edition (Open Source versus Adobe Commerce versus Adobe Commerce Cloud), integration count, peak event coverage, and regulatory scope.
Service level agreement response matrix
Live plan comparison
Service level agreement at a glance
This panel auto-cycles through tiers so your team can compare urgency coverage without manual clicks.
Active tier
Standard
Balanced 24/7 support for growing Adobe Commerce teams.
P1 response
30 min
Monthly hours
40
Coverage depth
53%
Severity
Definition
Response
Resolution
P1
Site down, checkout broken, data exposure
30 min
4 hours
P2
Degraded performance, partial feature outage
2 hours
1 business day
P3
Bug with a workaround, cosmetic issue
4 hours
3 business days
P4
Enhancement request, question
1 business day
Scoped per backlog
Looking for ongoing optimization instead of break-fix? See the Performance optimization retainer. Need 24-hour, 7-day incident response only? See Adobe Commerce emergency support.
Escalation and monitoring
The escalation tree is on the page, not buried in the contract
Click a severity to see who gets paged, when, and what the bridge looks like. The live response monitor underneath shows the same dashboard your team gets on day 1.
T+0
Alert fires · synthetic probe or your team
Checkout probe fails for 90 seconds across 2 regions. PagerDuty triggers.
T+2 min
Primary on-call paged
Engineer acknowledges, joins incident channel, opens incident bridge.
T+5 min
Tech lead and your ops lead looped in
Named tech lead joins. Your ops lead and chief technology officer get the bridge link. Status page updated.
T+30 min
Resolution and incident report
Service restored. Post-incident review scheduled within 24 hours. Customer-facing summary drafted.
Open P1
0
Last 24 hours
Median response
8min
P1 rolling average
Stores green
118/120
2 in maintenance
On-call engineers
7
UTC, US Eastern time bands
Live event stream
last 5 minutes14:32:14Synthetic checkout probe passed
· acme-magento · 2.1s
14:31:47Ticket ACM-0419 closed
· P3 · 1h 12m
14:30:08Alert: enterprise resource planning poll lag 14s
· acknowledged by tech lead
14:28:33Patch deployed
· orsmart-magento
Audit and optimization modules
Hours that move the store forward, not just keep it alive
The retainer is not just break-fix. Reserved hours are split between maintenance and named optimization modules you pick each quarter. Click a module to see what is in it.
Module 1
Performance baseline and tune
Core Web Vitals, product page time to first byte, checkout p95, Varnish hit rate.
- Full-page cache strategy review and Varnish configuration tuning
- Index, scheduled task, and queue health analysis
- Product page and checkout waterfall optimization
- Synthetic probe thresholds signed off with your ops lead
Typical: 18 to 24 hours per quarter
Module 2
Security posture and patching
Adobe Commerce common vulnerabilities and exposures, third-party extension audit, secrets hygiene.
- Adobe Commerce security patch cadence and emergency vulnerability response
- Third-party module vulnerability scan and remediation
- Admin user audit, multi-factor authentication, IP allowlist review
- Payment Card Industry Data Security Standard readiness review for stored cardholder data scope
Typical: 10 to 16 hours per quarter
Module 3
Integration health
Enterprise resource planning, order management system, tax, search, marketing automation, shipping.
- Queue and webhook reliability monitoring
- Stock and price sync drift detection
- Tax and tax engine fallback tested under peak load
- Retry and dead-letter queue policy review
Typical: 12 to 20 hours per quarter
Module 4
Conversion optimization
Product page, cart, checkout. Test backlog from the data, shipped each sprint.
- Conversion funnel diagnostic from GA4 and session recordings
- Test backlog scored on confidence, effort, and revenue impact
- Test build, instrumentation, and statistical readout
- Wins shipped to production; losses documented in the runbook
Typical: 16 to 28 hours per quarter
Module 5
Peak event readiness
Load testing, code freeze, war-room rota for Black Friday and Cyber Monday, product drops.
- Load testing to 4x average peak using k6 or Gatling
- Pre-peak code freeze window agreed with merchandising
- Live war-room coverage during the peak window
- Post-peak read-out with revenue and stability metrics
Typical: 20 to 40 hours, scoped per peak
Module 6
Code quality and technical debt
Custom module review, upgrade path, dependency hygiene.
- Custom module review against Magento coding standards
- Composer dependency audit and end-of-life detection
- Adobe Commerce upgrade path planning and dry-run
- Static analysis via PHPStan and Magento MEQP rules
Typical: 14 to 22 hours per quarter
Not sure where to start? Run a one-time Magento site audit and we will credit the cost against your first month of retainer.
Proof
What a 4-year retainer looks like in revenue
Why this retainer is different
Six things typical partners will not put on paper
We publish the things other implementation partners hide so procurement can read them, push back, and sign. Each row links to a clause in the support agreement.
Published
Response service level agreement penalty schedule
If we miss a P1 response, the next month is credited at 25 percent of the retainer fee. The default partner contract says "best effort" with no remedy.
Published
Named tech lead and on-call rota
The contract lists the engineers on your account with their seniority and time zones. You always know who picks up.
Published
Code ownership belongs to you
Every commit lives in your repository. Composer modules carry your namespace. Walking away after the contract ends costs you nothing extra.
Published
Out-of-scope work flagged before billing
If a ticket falls outside the retainer scope, you get a one-line note and a scoped estimate before the engineer starts. No silent hour burn.
Published
Hour rollover and quarterly true-up
Up to 25 percent of monthly hours roll into the next quarter on Standard and above. Use them or rebalance the band at the quarterly review.
Published
Off-boarding window of 60 days
If you switch providers, we run a 60-day handover with runbook transfer, observability access, and a final post-mortem report. No lock-in tax.
Already covered for build but missing the support layer? Move to a hybrid where you keep your development team and we cover the service level agreement. Start with the Magento support and maintenance services overview or explore Adobe Commerce managed services for a fully outsourced pod. Replatforming first? See replatforming services for the bundle.
Frequently asked questions
The questions procurement actually asks
Support pricing is tiered by reserved hours per month and the service level agreement response time you need. Essential starts at 12 hours and a 1-hour P1 response. Enterprise reserves 150 or more hours and a 10-minute P1 response with a dedicated tech lead. Every tier publishes hours, response service level agreements, in-scope work, and the escalation path on this page so procurement can self-qualify.
A maintenance plan covers patching, monitoring, and minor fixes on a best effort basis. A service level agreement retainer adds a contractual response time per severity (P1 to P4), an on-call rota, a named tech lead, and a defined escalation path. Stores doing more than $50,000 per month in revenue almost always need the service level agreement retainer.
P1 is anything that blocks checkout for all customers, takes the storefront offline, exposes data, or breaks order capture for more than five minutes. We respond within the service level agreement window for your tier, page the on-call engineer, and open an incident bridge until resolution.
Yes. A scoped Magento site audit covers performance, security posture, integration health, and code quality. The findings either feed into a one-time fix engagement or roll directly into a service level agreement retainer with the audit cost credited against the first month.
Up to 25 percent of your monthly hours roll over for one quarter on Standard, Advanced, and Enterprise tiers. The Essential tier does not roll hours, since the band is sized for steady monthly maintenance.
Yes. The retainer scope adjusts to the edition. Adobe Commerce Cloud retainers include Fastly and Magento Cloud Tools playbook ownership. On-prem includes infrastructure runbook ownership. Open Source includes self-hosted observability setup. The service level agreement response times are identical across editions.
Peak event coverage is a separate scoped module. We load test to 4x average peak, agree a code freeze window, and staff a live war-room across the sale window. Pre-scope this 6 weeks before the peak so the tier and rota match the load.
Fit check
Honest about who we are not the right partner for
Right fit if
- You run Magento 2.4.x or Adobe Commerce, on cloud, on-prem, or headless.
- Monthly revenue is above $30,000 and downtime has a real cost.
- You have enterprise resource planning, order management system, or third-party logistics integrations that need monitoring.
- Your team wants weekly cadence, not surprise invoices.
- You expect a peak season that needs a war-room.
Not a fit if
- You need a one-time fix and no ongoing relationship. A scoped audit is better.
- You are pre-launch and have not picked a platform yet. Replatforming first.
- Total platform spend under $1,500 per month. The service level agreement structure will not pay for itself.
- You want a single offshore staffing pod with no service level agreement. Hire developers instead.
- You need same-day emergency response without onboarding. See emergency support.
Not sure which side you sit on? Tell us your situation in the form below and we will be straight with you. If it should not be a retainer, we will point you at the right scoped engagement instead.
Start the scope
Get a scoped Magento support quote in 3 days
Tell us your platform footprint and what your team is doing manually that a retainer should handle. We will reply within 48 hours and send a line-by-line quote within 3 business days.
Your team's time investment during onboarding is 3 to 4 hours per week for the first 2 weeks: one runbook walkthrough, async feedback on the audit baseline, and service level agreement sign-off. We handle everything else.
Submit your brief → call within 48 hours → scoped proposal in 3 days → onboarding inside 1 week of sign-off
No commitment. No pitch.
Support quote brief
Tell us your platform, traffic band, and what is breaking. We will reply within 48 hours.
P1 incident coverMaintenance and patchingPerformance tuningIntegration healthA/B test buildPeak event war-roomAudit first
Call within 48 hours · scoped proposal in 3 days · onboarding inside 1 week of sign-off
Brief received
We will review your situation and send a scoped quote within 3 business days. Expect a call within 48 hours to confirm the priorities.
48-hour reply
From any time zone
3-day proposal
Line by line, no surprises
120+ stores
Under retainer today
Code in your repository
You own every commit
Replatforming first? See Magento replatforming services. Budgeting a build alongside support? Adobe Commerce development cost covers ranges and what drives them.