Pimcore Maintenance Service
Keep your Pimcore system stable, secure, and available when your business depends on it. We provide continuous supervision and SLA-defined incident response to reduce downtime and operational risk.
Recognised by Pimcore for advanced expertise and proven delivery experience.
Hands-on Pimcore experience across implementations that support daily business operations.
Experience built through years of advising, building, and improving complex digital systems.
PROTECT BUSINESS-CRITICAL PIMCORE ENVIRONMENTS
If Pimcore distributes key data in real time, supports internal teams, or drives digital processes across departments, downtime becomes a direct financial risk. Pimcore Maintenance extends development into a structured long-term responsibility model. It protects uptime, enforces accountability, and reduces the cost of unexpected failures.
PREVENT ISSUES BEFORE USERS EXPERIENCE THEM
Proactive maintenance focuses on prevention. We monitor the full Pimcore environment, including infrastructure, database performance, storage capacity, logs, and application behavior. If the system goes down or behaves unexpectedly, alerts trigger a defined escalation process. The goal is stable day-to-day operation and controlled availability for business-critical systems.
ENSURE DEFINED RESPONSE WHEN INCIDENTS OCCUR
Even in stable environments, incidents happen. Without a defined support model, resolution depends on development availability and scheduling, and that delay is often the real risk. With our reactive support model, all reported incidents enter a structured SLA process. Reaction times are contractually defined and if response targets are missed, financial penalties apply.
LIMIT BUSINESS IMPACT IN WORST-CASE SCENARIOS
Not all failures are minor. Infrastructure issues or system corruption can affect the entire Pimcore environment, and without tested recovery procedures, restoration can take days. Our maintenance model includes structured backup management and regularly tested disaster recovery to restore the system within defined recovery targets and minimize operational disruption.
PROTECT YOUR SYSTEM FROM AVOIDABLE VULNERABILITIES
Maintenance keeps your current Pimcore version secure. If a security patch is released for Pimcore LTS or related components such as PHP or system libraries, it is applied within the maintenance scope. Functional upgrades or major version changes are not part of maintenance and are handled separately through upgrade services.
MAINTENANCE SCOPE
- Continuous availability monitoring within contractually defined coverage hours
- Infrastructure supervision, including server-level operating system and supported libraries
- Application and database performance monitoring
- Log review and anomaly detection
- Security patch management within the current supported version scope
- Daily, weekly, and monthly backups
- Quarterly disaster recovery testing
- SLA-based incident handling with predefined severity levels
- Structured escalation process
- Real-time incident communication
- Regular analysis of application-level performance with improvement proposals
- Monthly reporting including performed activities and SLA response metrics
- Major Pimcore version upgrades
- Functional expansion or new feature development
- Architectural redesign
- Infrastructure hosting services
- Change requests initiated by the client
- Training sessions, workshops, or user enablement programs
Make Sure Your Pimcore System Stays Available When It Matters
Structured maintenance reduces operational exposure by defining response time, verifying recovery capability, and maintaining system integrity over time.
COMMON QUESTIONS ABOUT PIMCORE MAINTENANCE
Is Pimcore Maintenance mandatory after implementation?
No. Maintenance is not mandatory. However, it is strongly recommended when Pimcore supports business-critical processes. If downtime directly impacts productivity, revenue, or compliance processes, structured maintenance reduces operational risk and defines response responsibility.
Can you take over maintenance of an existing Pimcore project built by another agency?
Yes. Before entering maintenance mode, we perform an initial review of the existing environment to understand architecture, code structure, integrations, and infrastructure setup. In some cases, stabilization work may be required before full SLA coverage begins. Once the system is validated, it can enter the standard maintenance model.
What is the difference between maintenance and upgrade?
Maintenance protects the stability of your current Pimcore version. It includes monitoring, security patching within the supported version, incident handling, backups, and disaster recovery readiness. Upgrades involve moving to newer Pimcore versions or introducing new functionality. These are handled through a separate upgrade or development service to ensure controlled change management.
What response times are defined in the SLA?
Response times depend on the agreed SLA level. For critical incidents, reaction time is contractually defined (for example, one hour). Resolution targets are aligned with severity levels and business impact. If response targets are not met, financial penalties apply. This ensures accountability and measurable commitment.
What happens if the infrastructure provider fails (e.g. cloud outage)?
If the failure is external (for example, a cloud provider outage), we monitor the situation and act within the limits of the infrastructure provider. Where possible, we implement failover strategies or restore services according to disaster recovery procedures. Recovery time depends on the infrastructure architecture and agreed setup. Maintenance ensures readiness and structured recovery, but it does not replace infrastructure hosting responsibility.
How often are backups performed?
Backups are performed daily, weekly, and monthly. The exact backup strategy depends on the environment and business requirements. Disaster recovery procedures are tested quarterly to validate that restoration can be executed within defined recovery targets.
What is the minimum contract duration?
Maintenance agreements are concluded for a minimum period of twelve months. This allows full setup of monitoring infrastructure, alerting mechanisms, and recovery procedures, and ensures that the service operates effectively from the beginning.
Is maintenance suitable for smaller or non-critical Pimcore installations?
Maintenance is most valuable when Pimcore functions as a core operational system. For smaller or non-critical environments, a lighter support model may be sufficient. We can evaluate your setup and recommend the appropriate level of service.