AURORA CARE – Magento 2 maintenance and support
AURORA CARE is ongoing technical care for a live Magento 2 store. It covers monitoring, security, updates and incident response under the SLA package you choose.
You pay a fixed monthly fee and you know who will deal with the problem when the store stops working properly.
- Fixed monthly fee
- Magento 2 monitoring
- SLA and incident handling
- 3 availability levels
Magento 2 maintenance with monitoring and incident response
The cart suddenly stops working. Payments fail. The ERP integration returns errors, and customers report a problem completing their order.
At a moment like that there is no time to look for a provider, establish who is available and negotiate the cost of starting work all over again.
AURORA CARE settles responsibility before the outage happens. You know upfront who responds, during which hours and on what terms.
What ongoing maintenance of a Magento 2 store covers
AURORA CARE secures the areas needed to keep a live store stable and safe. Larger rebuilds and new features are delivered separately under AURORA EVOLUTION.
Magento 2 store monitoring
We monitor how the store runs and the most important technical areas, so problems that affect sales are detected sooner.
SLA and incident response
The team's availability and the response time follow the AURORA CARE package you choose.
Handling critical problems
We analyse and remove outages affecting order placement, payments and the correct operation of the store.
Security and updates
We deploy security updates and respond to vulnerabilities in Magento and the extensions in use.
Technical work on legal changes
We support adapting the store to legal changes that require intervention in how the platform works.
Care for Magento stability
We diagnose technical problems and control the impact of the changes we make on how the store runs.
Magento 2 maintenance packages — prices and SLA
Magento 2 maintenance starts at PLN 2,500 net a month. Every package contains the same basic scope, and the price follows from the hours during which the store needs cover and from how important a sales channel Magento is.
- 1
We establish how much the store matters
We check when Magento generates sales and which outages have the biggest impact on the business.
- 2
We match the team's availability
You choose cover on business days, extended hours or 24/7 availability.
- 3
We set the monthly cost
The price of the chosen package is known before the collaboration starts.
- 4
We switch on monitoring and the SLA
The store is covered by the response rules of the variant you chose.
BASIC
For Magento stores that need basic technical care, monitoring and cover for the most important areas.
Discuss the BASIC packagePLN 2,500net / month
Team availability
Immediate response to an outage between 8:00 and 16:00 on business days.
- Response time: up to 2 h
- Fix time: up to 4 h
MEDIUM
For stores where Magento is a significant sales channel and a higher level of response and technical security is needed.
Discuss the MEDIUM packagePLN 4,000net / month
Team availability
Immediate response to an outage between 8:00 and 24:00 on business days, weekends and public holidays.
- Response time: up to 2 h
- Fix time: up to 4 h
PRIORITY
For Magento stores that require the highest level of care, a faster response and more responsibility on the technical team's side.
Discuss the PRIORITY packagePLN 5,500net / month
Team availability
Immediate response to an outage 24 hours a day, on business days, weekends and public holidays.
- Response time: up to 2 h
- Fix time: up to 4 h
The only difference between the packages is our availability, which follows the scale your e‑commerce runs at.
Taking over Magento 2 maintenance from another agency
A handover starts with an entry audit. Before a store comes under ongoing care we need to learn its current state, code, environments, modules, integrations and history of problems.
The audit establishes whether the store can be placed under an SLA straight away, or whether critical bugs have to be removed first.
On that basis we recommend the package matching how much Magento matters to sales.
How the handover runs
- 1
Access and business context
We learn how the store operates, what it means for sales and how it has been maintained so far.
- 2
Technical audit of Magento
We check the code, environments, modules, integrations and hosting, and uncover potential risks.
- 3
SLA readiness assessment
We establish whether the store's current state allows us to take responsibility on AURORA CARE terms.
- 4
Package choice and start of care
We agree availability, how problems are reported, priorities and the people responsible, and then take over care of your Magento.
- Access
- Repository
- Environments
- Hosting
- Integrations
- Module list
- Outage history
- Magento updates
- Responsible people
Handover condition
The store may first need its critical problems sorted out
If the audit shows bugs that make a safe handover impossible, we will present the scope of work needed before the subscription starts.
We do not take responsibility for a system whose state we do not know and whose most important risks have not been verified beforehand.
When an outage happens, it is clear what comes next
Priority, availability and response time follow the package you chose. The person responsible for e‑commerce is informed about the status, while technical matters are handled directly with the person responsible for IT.
- 01
Alert or report
The problem is detected by monitoring or reported by the client's team.
- 02
Assigning a priority
We assess the problem's impact on sales and assign the right level of urgency.
- 03
Response under the SLA
The team starts work within the time resulting from the chosen package.
- 04
Diagnosis and technical work
We establish the cause of the outage and take the steps needed to restore correct operation.
- 05
Testing and restoring operation
We verify the result and check the process the problem concerned.
- 06
Post-incident information
We pass on the cause of the problem, the work done and the information needed for further maintenance.
Paxit: a more stable store and a more comfortable team
Maintenance work should be judged by how it changes the team's everyday work and the health of the platform.
See the Paxit case study“Thanks to their commitment and technical knowledge, the store now runs without disruption.”
FAQ — Magento 2 maintenance and SLA
The scope of collaboration depends on the state of the project, the integrations and the store's role in sales. The answers below explain the rules that stay common.
Talk to the AURORA CARE teamThe service covers ongoing maintenance of a live Magento 2 store: monitoring, handling critical outages, security updates, technical adjustments to legal changes and basic care for Magento stability, all run under the SLA of the package you choose.
Yes. The collaboration starts with an entry audit: collecting access, checking the code, environments, hosting and integrations, and identifying areas that need a fast response.
AURORA CARE starts at PLN 2,500 net a month for BASIC, with availability from 8:00 to 16:00 on business days. MEDIUM costs PLN 4,000 net a month and extends availability to 8:00–24:00, weekends and public holidays included, while PRIORITY costs PLN 5,500 net a month with round-the-clock availability. You pay a fixed fee that does not depend on the number of requests in a given month.
An SLA is a contractual answer to three questions: during which hours the team is available, how quickly it picks a request up and how quickly it restores the store. Without them, “we respond fast” stays a claim nobody can hold you to.
In every package the response time is up to 2 hours and the fix time up to 4 hours. What differs is the window in which those times apply — it follows from the package you choose and is written into the contract or an SLA annex.
Yes, in the PRIORITY package. It covers an immediate response to an outage around the clock, on business days, weekends and public holidays. BASIC runs from 8:00 to 16:00 on business days, and MEDIUM from 8:00 to 24:00, weekends and public holidays included.
Yes, in every package. We deploy security updates and respond to vulnerabilities in Magento and the extensions in use. Upgrading the platform version, which needs broader work and regression testing, is a separate task — we run those under AURORA EVOLUTION.
The request receives a priority and the team starts work within the time resulting from the package. The exact availability hours and the response and fix times are written into the contract or an SLA annex.
The maintenance scope is the same in each of them. The difference is the team's availability: business days from 8:00 to 16:00, extended hours from 8:00 to 24:00 on business days, weekends and public holidays, or availability around the clock.
AURORA CARE covers the changes needed to maintain the current platform. Larger features, new channels, rebuilds and a planned development backlog are run under AURORA EVOLUTION.
Server administration, backups and infrastructure are covered by the separate Magento 2 Hosting service. The scope can be combined, but it should be clearly described.
With an entry audit. After it we know whether the store can be placed under an SLA straight away, and we recommend the package matching how much Magento matters to sales.
Let's start with the current state of the store and the three most urgent problems
In the first conversation we will establish what needs attention today, which systems are connected to Magento and what scope of handover will be needed. After the conversation you receive a proposal for the next step.
For an initial assessment we don't need full documentation. The store address, a short description of the current situation and a list of the problems with the biggest impact on sales or the team's work are enough.
