What is included in subscription support, and what is billed separately?

The plan includes specialist hours spent on any tasks: updates, customizations, content, incidents. Billed separately are Bitrix licenses, hosting and large projects that do not fit the monthly volume — we estimate those in advance, and you decide whether to launch them.

Will you support a site you did not build?

Yes — we have many such projects. We start with a technical audit: platform condition, customizations and integrations. The outcome is an honest picture and a plan to get things in order. We suggest a full rebuild only when it is truly cheaper than fixing.

What if we do not use all hours in a month?

It is agreed in the contract: some hours can roll over to the next month or go toward planned improvements — for example speeding up the site or cleaning up the catalog. We want paid time to deliver value, not burn unused.

How quickly do you respond to incidents?

Response time is fixed in the contract and depends on the plan. Critical issues — site down, checkout broken — go to the front of the queue. Thanks to monitoring we often start investigating before you even notice the problem.

Do you make backups, and where are they stored?

Yes. We set up automatic site and database backups stored off the main server — a copy on the same server will not help if it fails. We periodically verify restorability: a practice restore is part of the routine.

Won’t Bitrix updates break the site?

That is why updates should be applied by specialists: major versions are tested on a site copy first, then rolled to production with a rollback point. Ignoring updates is not an option — they close vulnerabilities; applying them blind is not either. Our job is the safe middle ground.

Can we submit customization tasks within support?

Yes — that is the normal mode: new pages, design fixes, forms, feature work — all within plan hours. Tasks are logged, prioritized and appear in the monthly report. Large tasks are planned separately so they do not consume the entire monthly volume.

Do you work only with Bitrix?

Our main specialization is 1C-Bitrix: we know the platform deeply, including updates, security and exchanges with 1C. Projects on other platforms we take after an audit — we will honestly say whether our support will be effective for your stack.

How do you report on the work?

A monthly report: completed tasks, hours used, risks spotted and recommendations. For any task you can pull the history — who did what and when. Transparency keeps both sides disciplined.

Can we terminate the contract — will the site stay with us?

Of course. The site, access and all deliverables belong to you from day one: we work on your servers and in your infrastructure. When cooperation ends we hand over current access and documentation — no hostages.

Bitrix24 support: CRM and portal

We keep the site running, fast, and secure: monitoring, backups, updates, custom work, and content — in one agreement with a clear hour allowance and a monthly report. You run the business; we run the site.

Discuss support Plans and terms

Why a site needs ongoing support

A site isn’t a business card printed once — it’s a working machine: server, platform, database, integrations, payment services. Every part needs attention over time: security updates ship, the database grows, browsers and search engines change requirements, new attack methods appear. While everything works, support feels like an optional cost. The problem is sites always break unexpectedly — and, by Murphy’s law, during an ad campaign or seasonal peak.

Downtime cost adds up fast: missed orders, lost search rankings, reputation with clients who hit a “500 error.” Recovery after a hack or outage without a fresh backup costs many times more than years of regular maintenance. Support is insurance that also drives growth: the same specialists who watch the site make improvements and update content.

We support 1C-Bitrix sites we built ourselves and projects that came from other studios. The format is the same: a fixed monthly hour allowance, a response SLA, a monthly report of work done. No “pay and forget” — you always see where the budget goes.

Three support layers

Support has three independent layers. The base is technical — every site needs it; growth and content are added as needed.

The foundation: the site is available, fast, and secure.

Monitoring — 24/7 uptime and key-scenario checks: if the site goes down or the cart stops working, we learn from monitoring systems — not from your call.
Backups — regular automatic copies of the site and database, stored off the main server, with periodic restore tests. A backup you can’t restore from isn’t a backup.
Updates — timely Bitrix core and module updates with pre-checks: an update mustn’t break the site, so major versions are verified on a copy first.
Security — configuring Bitrix’s built-in protection (proactive filter, security scanner, integrity control); if infected — cleanup, closing the entry vulnerability, and restore from backups.
Speed — watching load time, optimizing cache, images, and DB queries. Speed affects both conversion and search rankings.
Hosting — dealing with the host on your behalf, environment setup, and moving to another server when the current one isn’t enough.

A site that doesn’t change grows outdated. Within plan hours we handle ongoing custom work without a separate contract per task:

new pages, sections, and landings for ads and SEO;
feature work: forms, filters, calculators, customer accounts;
design and layout fixes, mobile adaptation;
installing and configuring modules, disabling unused ones;
watching integrations — 1C exchange, CRM, payments, delivery — and improving them;
implementing technical fixes from SEO specialists’ tickets.

Large tasks that don’t fit the monthly allowance are estimated separately and planned in stages — you decide whether to do them under support or as a separate project.

Content is why visitors come to the site — and what search engines evaluate first. We take on regular content work:

publishing news, promotions, and articles on an agreed schedule;
copywriting: sales pages and informational materials for search demand;
catalog updates: cards, descriptions, photos, prices;
graphics: banners, infographics, promo design;
layout of promo pages and campaign landings.

A regularly updated site earns more trust from visitors and search engines — fresh content works directly for visibility in the SERPs.

How contract work is organized

Hours, not abstractions

The plan includes a fixed monthly allowance of specialist hours. Every task is tracked: you see how long each took and how many hours remain. Time not spent on routine goes into growing the site.

Response SLA

The agreement fixes response times by task type: an outage is one speed, planned custom work another. Critical issues jump the queue — we don’t wait for “Monday standup.”

One channel for all tasks

You submit tasks the convenient way — email, messenger, tracker. Each is logged, prioritized, and assigned. Nothing gets lost in chat; history can be pulled up anytime.

Monthly report

Once a month — a clear report: which tasks were done, how many hours were used, what we noticed and recommend next. You pay for concrete work and see the list — not a “peace of mind subscription.”

How support starts

Request and project intro

You tell us about the site and tasks: what’s worrying you now, what growth plans you have. We review the site from the outside and clarify which access we need for the audit.

Technical audit

We check project health: Bitrix version and license, installed updates, log errors, speed, backup and security settings, integration status. The audit shows the real picture — to you and to us.

Plan and pricing

After the audit we propose a plan and a starting roadmap: what to fix first, what to put under monitoring, which work is scheduled. Estimate and SLA go into the agreement.

Project intake

We take access, set up monitoring and backups, and fix critical audit findings. From that moment the site is under watch.

Regular cycle

We run planned work and your tasks within plan hours: updates, custom work, content. Priorities are aligned with you — sales impact first.

Report and recommendations

Monthly we send a report of completed tasks and hours used. Separately — recommendations: what to improve next month and why.

Incidents: what we do when everything breaks

The real test of support isn’t scheduled work — it’s behavior in an outage. Our playbook for typical incidents.

Support or one-off custom work?

One-off custom work

They fit when tasks are occasional: fix or add something once a quarter. Each task is estimated and done separately; there are no ongoing commitments. The downside — nobody watches the site between tasks: updates, backups, and security stay on you.

Subscription support

It pays when tasks come in a stream or the site is business-critical: an online store, lead flow, ad traffic. An hour in the plan is cheaper than one-off rates, response is faster, and most importantly the site is under constant watch: problems find you less often because we find them earlier.

Simple rule: if the site makes money or you have more than two or three tasks a month — support pays for itself. If a brochure site is updated twice a year — one-off work is enough, and we’ll say so honestly after the audit rather than sell a subscription for its own sake.

Frequently asked questions

Want to stop worrying about the site?

We’ll put the site under monitoring, get it in order, and keep developing it — with fixed hours, a response SLA, and a report every month.

Discuss support View pricing