Managed Commerce Platform Support with SLA

Managed Commerce Platform Support with SLA is an AWS-based operational support service designed to help organizations maintain the stability, availability, and security of business-critical commerce platforms. Combining proactive monitoring, incident handling, recurring maintenance, and close collaboration with development teams, it delivers a practical support model tailored to your platform’s maturity and business importance.

This service covers a wide range of digital commerce solutions, including B2C and B2B eCommerce platforms, integration components, product management applications, and CMS-based commerce services. Additionally, it can extend to supporting digital delivery environments such as data-processing services, analytics-related components, and AI-enabled engineering platforms.

Our solution provides structured operational support for AWS-hosted commerce platforms, catering to both planned maintenance and day-to-day operational continuity. Customers can choose the support model that best fits their operational needs:

• Task-based Model: A flexible support option for ad hoc requests and planned operational work. Best suited for development-stage platforms, lower-criticality systems, or teams that do not require formal SLA-backed response times or 24/7 monitoring.
• SLA Business Hours Model: A managed operational support model delivered during business hours. Includes active monitoring, incident response with defined reaction times, and agreed recurring maintenance. Recommended for production commerce platforms needing predictable operational care.

Depending on the selected scope, the service includes:

• Monitoring and alert-based operational supervision during agreed service hours.
• Incident triage and structured operational response.
• Recurring maintenance activities, hygiene reviews, and security checks.
• Commerce-platform issue resolution during business hours.
• Seamless cooperation between DevOps engineers and application development teams.
• Specialized support for platforms including Magento, Pimcore, Spryker, CMS-based commerce services, and custom e-commerce solutions maintained by Univio.

Our team leverages key AWS native services to manage, monitor, and maintain your commerce environment, including:

• Compute & Database: Amazon EC2 and Amazon RDS.
• Storage & Backup: Amazon EBS, Amazon S3, and AWS Backup.
• Networking & Delivery: Elastic Load Balancing and Amazon Route 53.
• Monitoring & Operations: Amazon CloudWatch and AWS Systems Manager.

• Enhanced Platform Stability: Improve operational continuity and reduce the risk of unresolved incidents or overlooked system issues.
• Tailored Operational Care: Access a flexible support model aligned with your business criticality and budget.
• Operational Visibility: Gain clearer insights into system health, performance metrics, and platform status.
• No Vendor Lock-In: Establish a dependable operational mechanism that supports internal capability building and evolves as your platform grows.