Pimcore Support & Maintenance
Pimcore support and maintenance, monthly
Pimcore Care is ongoing maintenance for an instance in production: defined response times, a fixed monthly hour budget, planned upgrades, and integrations somebody watches.
At a glance
- Model
- Monthly retainer, €800 to €2,500
- Term
- Monthly after the first three months
- Included
- Hour budget, response times, upgrades, monitoring
- Best for
- Instances in production, including ones we did not build
- Area
- Austria, Germany, and the wider DACH region
We take on instances we did not build. That is the normal case rather than the exception: our founder spent two years maintaining a production Pimcore instance at a medical device manufacturer that somebody else had implemented.
Where teams get stuck
Why nobody owns your instance four years after go-live
This is not a complaint about any particular agency. It follows from the business model. Implementation agencies live on new projects, and a client four years past launch with a half-day change request is structurally unattractive in that arrangement.
Small changes take weeks
An extra field, a new language, an adjusted export. Half a day of work that sits three weeks deep in the queue of an agency whose capacity is committed to live implementation projects.
The upgrade is deferred every year
Nobody owns the upgrade path, so it does not happen. Every deferred year makes it more expensive, until eventually it appears in the budget as a project rather than as maintenance.
Integrations fail silently
The nightly import hits an error and nobody finds out, because the alert goes to a mailbox that nobody has read since the project ended.
The knowledge sits with one person
Somebody internal knew what the data model was meant to do. That person has moved on, and every change since then has been a small excavation.
What works better
What the retainer covers
The scope is written down. Anything beyond it is quoted as a project rather than quietly absorbed.
Response times and an hour budget
Defined response times for production incidents, plus a fixed monthly allowance of hours for change requests. Unused hours carry over for one month rather than expiring the moment the month ends.
Upgrades and security patches
The upgrade path gets planned instead of postponed: security patches promptly, minor versions on a rolling basis, major upgrades as an announced piece of work with a test phase and a window.
Integration monitoring
Imports, exports, and the connections to ERP, shop, DAM, and translation are monitored, and a failure produces an alert that actually reaches somebody.
Scope and boundaries
What the retainer looks like day to day
Two scopes, one model
The retainer runs between €800 and €2,500 a month. Three things decide where you land in that band: the size of the hour budget, how fast we commit to responding to incidents, and how many integrations are monitored.
The smaller scope suits instances that run steadily and need a few changes a month. The larger one suits a catalogue that is still being actively developed, with several systems attached, where a production incident costs revenue.
What it does not cover
Larger pieces of work are not maintenance: restructuring the data model, adding an integration, a major upgrade after several skipped versions. Those are scoped separately and quoted at a fixed price.
We say so plainly, because the alternative, a retainer that supposedly covers everything, tends in practice to mean the big work never gets started.
How it starts
For an instance we have not seen before, the retainer starts with the Pimcore Health Check at a fixed €2,500. After that both sides know what they are agreeing to, and the monthly figure is set against evidence rather than a guess.
Instances we built ourselves move straight into maintenance.
Taking over from another agency
Switching supplier is normal and we treat it as its own piece of work: a review of the codebase, documentation of what exists, and an orderly transfer of access. The switching page covers how that runs and the questions that usually come up.
Common questions
Frequently asked questions
Do you take on instances another agency built?
What does the retainer cost?
How long are we tied in?
What happens during a production incident?
Can we bring maintenance back in-house later?
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Ready to talk
Who maintains your Pimcore instance today?
If the honest answer is nobody in particular, that is a good reason for a conversation. Thirty minutes is enough to work out whether a retainer makes sense for you.