TYPO3 Service Contract (SLA)

General Information

Our TYPO3 service contracts (Service Level Agreements, SLAs) give you the ideal conditions to focus exclusively on your website's content. This saves you a great deal of time, nerves, and money. Alongside various included services, the service contract also brings concrete financial benefits.

All prices are subject to statutory VAT.

Why Sign a Service Contract?

Whether non-profit organization or business: with our modular TYPO3 service contract (SLA), we offer you reliable support tailored to your needs.

Service Description for All Service Models

Availability

Phone support available from 8:00 am to 5:00 pm.

You'll always speak with qualified WACON staff. We don't put external call centers in front of our team, saving you valuable time (e.g. having to repeat your contact details). If you can't reach us, we'll simply call you back.

Discounted Hourly Rate & Billing in 15-Minute Increments

The discounted hourly rate of €89 applies. Billing is done in 15-minute increments. Customers receive a detailed statement of work with every invoice, including:

• The date the task was carried out
• A description of the task
• The initials of the team member who worked on it
• The time spent in minutes

Professional Source Code Management

WACON manages all relevant source code files in a protected GitHub repository. This covers all files developed on behalf of service customers (various configuration files, extensions, sitepackages, etc.).

The database and personal data are not version-controlled.

Short Response Times and Ticket System Access

Requests from service customers are handled with priority. Our ticket system ensures fast processing of change requests.

Service Description (Premium / Premium+)

The following services apply to the Premium and Premium+ service models.

Personal Point of Contact

The customer is assigned a personal point of contact with at least 5 years of experience in TYPO3 website development.

Priority Ticket Handling

Tickets from Premium and Premium+ customers are always handled with priority.

Direct Contact with the Developer

The customer gets direct contact (phone/Teams) with the developer. This can significantly speed up coordination and save costs.

TYPO3/PHP Security Monitoring

If security updates are available for the TYPO3 installation (core system and extensions), the customer is informed and given a recommendation. The same applies to PHP, the scripting language used by TYPO3.

Proactive Security Update Installation

Under this service model, security updates are installed shortly after release at no extra cost.

Especially for open source software, which TYPO3 is part of, installing security updates promptly is important. Published security updates can allow attackers to identify and exploit vulnerabilities in older versions.

That's why you should always keep an eye on running a current TYPO3 version. As of now, these are:

• TYPO3 14.3.6 (free LTS version until 06/30/2029)
• TYPO3 13.4.34 LTS (free until 10/31/2027)
• TYPO3 12.4.48 only available as paid ELTS
• TYPO3 11.5.53 only available as paid ELTS

Server Monitoring

Our server monitoring checks the web server's availability every 5 minutes and reports outages to the registered email address. With access, you can also review availability & response time (latency) data over different time periods.

Service Description (Premium+)

The following services apply only to the Premium+ service model.

Data Protection Audits

Monthly data protection audits are carried out and sent to the customer by email.

The audit checks whether the website meets data protection requirements – particularly with regard to the GDPR. This includes checking which personal data is collected (e.g. via contact forms or cookies), whether a valid legal basis exists, and whether visitors are properly informed and their consent obtained. Technical aspects such as Content Security Policy and the validity of the SSL certificate are also reviewed. The goal is to identify risks, avoid legal violations, and keep the website compliant with data protection law.

Accessibility Audits

An accessibility audit is also carried out monthly and sent as a report to the customer.

This checks the website (up to 500 pages) for accessibility to people with disabilities, based on applicable standards such as the WCAG (Web Content Accessibility Guidelines) and legal requirements (e.g. Germany's Accessibility Strengthening Act – BFSG).