Support that
keeps you selling.
When checkout breaks on a Friday night, you need a team that answers. We monitor uptime, patch security issues, and escalate clearly.
When something breaks
How we handle incidents
Detect
Automated monitors and client reports triaged within minutes during business hours, faster for Enterprise.
Stabilize
Rollback or hotfix on staging, then production — with a short status note to your team.
Follow up
Root-cause summary and preventive change so the same issue does not repeat.
What is covered
Included with active maintenance.
Exact response targets depend on your plan — outlined in your statement of work.
UPTIME
24/7 monitoring
Alerts on checkout, API, and hosting health before customers notice.
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SECURITY
Patches & upgrades
Platform and dependency updates tested on staging before production.
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INCIDENTS
On-call response
Named contacts for sev-1 issues — payment down, site unreachable, data concerns.
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CHANGES
Small fixes
Content, styling, and config tweaks without a new project every time.
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FAQ
Common questions
Primary support is for Infuro-managed stores. Takeover projects require an audit and onboarding sprint first.
Email, WhatsApp, and your agreed channel (Slack/Teams on Enterprise). Emergency paths are documented in your onboarding pack.
Need a support SLA in writing?
We align response times to your traffic and risk — ask on a call and we will include them in the quote.