Support Plans
Choose a plan that fits your needs:
from free support to full assistance
Guaranteed Plan
- Online support via consultant request *
- Ability to send requests to support@solomono.net 24/7
- Access to SoloMono guides and knowledge base
- 12 months of free platform bug fixes
Basic
Includes all features of the Guaranteed plan, expanded with additional services:
- Dedicated account manager
- Response to request within 4 hours **
- 4 hours of communication with the team (technical questions, task analysis, consultations)
- 1 online meeting
- Monthly report on completed work
- Regular backups and test restores
Standard
Includes all features of the Basic plan, with an enhanced level of support:
Maximum
Includes all features of the Standard plan, complemented by premium services:
- Response within 1 hour **
- 20 hours of communication + voice support
- 8 online meetings
- 70% discount on visual work ***
- 2 hours of content updates
- Regular plugin and module updates
- Speed optimization (Core Web Vitals, PageSpeed)
- 24/7 site monitoring, WAF, and DDoS protection
- Technical report on site condition
- Lifetime bug fixing
- Individual development discounts
Premium
Includes all features of the Maximum plan, with full personalization:
Comparison of All Plans
| Service / Plan |
Guaranteed$0/mo
|
Basic$99/mo
|
Standard$399/mo
|
Maximum$900/mo
|
Premium$1400/mo
|
|---|---|---|---|---|---|
| Online support via request form (weekdays 10:00–18:00) | |||||
| Requests via support@solomono.net (24/7) | |||||
| Response time to a request | up to 4 hours | up to 2 hours | up to 1 hour | up to 30 minutes | |
| Full access to SoloMono instructions and knowledge base | |||||
| Dedicated personal manager | |||||
| Dedicated personal account manager (24/7) | |||||
| Communication with the SoloMono team | 4 hours | 8 hours | 20 hours | 30 hours | |
| Discussion of technical issues of the SoloMono platform | |||||
| Discussion, assessment, and analysis of tasks and bugs | |||||
| Consultation and help with the admin panel | |||||
| Recording video instructions | |||||
| Writing step-by-step instructions | |||||
| Calls and voice support | |||||
| Dedicated board in the task tracker | |||||
| Online meetings | 1 (up to 1 hour) | 4 (up to 1 hour each) | 8 (up to 1 hour each) | 10 (up to 2 hours each) | |
| Discount on visual content for the website | -50% | -70% | -90% | ||
| Content updates (images, texts, products) | 1 hour | 2 hours | -90% | ||
| Priority bug fixing |
(up to 2 hours)
|
(up to 1 hour)
|
(up to 30 minutes)
|
||
| Security analysis (site security check and vulnerabilities) | 1 time/mo | 1 time/mo | 1 time/mo | ||
| Regular backups (daily/weekly) + test restore | |||||
| Monthly work report | |||||
| Technical report (security, speed, backups) | |||||
| Plugin and module updates | |||||
| Website speed support (Core Web Vitals, Google PageSpeed) |
(90+ points)
|
||||
| 24/7 website monitoring (graphs, triggers, WAF, DDoS protection) | |||||
| Platform usage master class | |||||
| 12 months of free SoloMono platform bug fixes | |||||
| Free bug fixes after 12 months | |||||
| Individual discount for development outside the plan | |||||
| Dedicated direct contact with SoloMono company director |
- * Support hours:Online consultant available on weekdays from 10:00 to 18:00.
- ** Response time:Indicates the maximum time within which the SoloMono team starts processing your request after receiving it.
- *** Visual website updates:Includes banners, color changes, fonts, pop-up elements, and other graphic modifications. Covers image, text, and product replacements or creation of new catalog items.
Frequently asked questions
One package lasts 1 month. After the services or hours allocated within the package are exhausted, additional hours and services are billed separately at a rate of $40/hour.
You can send a request to support@solomono.net anytime (24/7) and it will be processed according to your tariff priority after business hours.
To order a support package, please contact our support team by sending a request to support@solomono.net. We will check the possibility of connecting the package for your project, advise on the available options and provide further instructions.
Performance reports are sent at the end of the month for plans from Basic and above; technical reports on security, speed, and backup status are also available for higher plans.
Escalation is done through a dedicated manager or direct contact with a technical lead; in the Premium plan, direct contact with the company director is available.
Regular backups with test restores are included in plans from Basic and above; the frequency (daily/weekly) is determined by the package.
Prices in the price list are in USD; possible variations in exchange rate conversions, taxes or local payments are negotiated additionally.
After the allocated hours are exhausted, additional hours are provided at a rate of $40/hour and are issued by separate agreement.
Errors caused by custom modifications or external modules are assessed separately and corrected for an additional fee according to the rate or according to an individual assessment.
The support rates do NOT include:
- development of new functionality,
- integration with payment and logistics services,
- significant changes in design,
- comprehensive SEO work,
- fixing problems that arose due to incorrect operation of the hosting environment.
Such work is estimated and performed separately.
Hours of communication with the SoloMono team include the work of a dedicated personal manager and the involvement of technical specialists for analysis, consultation and support in accordance with the client's requests.
The 12-month warranty does not cover any work, errors or changes that do not belong to the standard core of the SoloMono platform or that arose through no fault of the platform.
The warranty does not include, in particular, but not limited to:
- any custom modifications, individual changes to logic or functionality;
- third-party modules, plugins, libraries and integrations (payment systems, CRM, ERP, delivery services, third-party APIs, etc.);
Errors or unstable operation caused by:
- hosting limitations, settings or failures;
- changes to the server environment;
- updates or actions of third-party services;
- changes to design, layout or UI/UX edits;
- development of new functionality, expansion of platform capabilities or changes to business logic;
Errors resulting from:
- independent intervention by the client or third parties in the code, database or configuration;
- use of the platform in violation of SoloMono technical recommendations.
All work not included in the warranty is performed on a paid basis and is previously agreed with the client.
The 12-month warranty provides for free correction of errors (bugs) in the standard SoloMono platform core, provided that the platform usage rules are followed.
The warranty applies exclusively to:
- the functionality of the standard SoloMono platform core in the version that was installed and transferred to the client;
- errors that are reproduced in the unchanged core code and arose due to the platform's fault.
The warranty is valid only if all of the following conditions are simultaneously met:
- the site was installed and launched by SoloMono specialists;
- the client, third parties or the client's contractors did not make any changes to the platform code, files, database or configuration;
- the standard platform core is used without third-party modules, integrations or uncoordinated custom modifications;
- the platform's technical requirements for the server environment and hosting are met.
The warranty period is 12 months from the date of installation and launch of the working website by the SoloMono team.
More info
Ensure your online business operates flawlessly 24/7 with SoloMono's comprehensive technical support and maintenance services.
We go far beyond simple bug fixing by providing proactive server monitoring, regular security patching, and continuous performance optimization. With our strict SLA guarantees and dedicated technical team, you can eliminate costly downtime and focus entirely on revenue growth while we keep your e-commerce infrastructure secure, fast, and updated.