Maintaining a store on Magento 2
Magento 2 implementation is the beginning, not the end, of a partnership. A B2B and B2C eCommerce platform requires constant maintenance: updates, monitoring, error response, and proactively thinking about what's next. At Cognize, maintenance is part of a consulting process that begins at the implementation stage and continues for years.
How is the maintenance package structured?
Magento 2 maintenance at Cognize isn't a single, rigid package. It consists of mandatory components and elements that the client selects based on their needs.
License
This is a mandatory element that gives access to the Sellina accelerator and its continuous development.
SLA (Service Level Agreement)
The service may include elements such as: time-sensitive error correction, monitoring, backup, ensuring system availability and a warranty for Sellina.
Consultant Support
An optional 2-hour monthly package with access to eCommerce consulting. Beyond the repairs themselves, it also includes a development roadmap, optimizations, and recommendations.
Development and maintenance work
The budget for new functionalities and changes is determined individually.
Thanks to the modular structure, the customer pays only for what they actually need and can expand the scope as the platform grows.
integrations
Integration with applications.
We have implemented online stores based on Magento 2 , which we integrated with, among others, Comarch Optima, Comarch XL, SAP, Streamsoft Prestiż, Subiekt GT, Subiekt Nexo, WF–Mag, Symfonia, Akeneo, iMoje, Credit Agricole installments, ING leasing, Klarna, Przelewy24, PayNow, PayPal, Stripe.
Have any questions?
Let's talk about cooperation.
Why Cognize eCommerce B2B agency?
We specialize in digitizing B2B sales for medium-sized and large companies – manufacturers and distributors. Our offering is distinguished by three substantive pillars:
A consultant who cares about the quality of your project
Each project is led by an experienced consultant – a former e-commerce manager from the B2B industry. This ensures that the implementation is led by someone who understands the day-to-day operations, challenges, and needs of your company.
“Flexible Accelerators” that reduce implementation costs and time
When implementing systems, we use ready-made "accelerators." These are systems and modules we've developed ourselves, based on open technologies. They reduce costs and shorten implementation time while remaining fully configurable to your unique needs.
Narrow specialization = we have already completed a project similar to your needs
Over 100 completed projects have allowed us to understand the specifics of companies operating in the B2B (often combined with B2C) sector. As a result, we have reference implementations and customer reviews for 92% of our inquiries.
What are the SLA parameters for different types of errors?
For us, a critical error is a situation that disrupts a client's key revenue stream. We treat it as a top priority, halting other work to address it immediately.
Response time
Up to 2 hours from notification.
Time to fix or workaround a critical error
Up to 6 hours.
Guaranteed uptime
Above 99% – exact parameters are specified in the contract.
Monitoring
Uptime Robot with automatic alerts within the company. Monitoring reports are directly integrated with the Cognize team's notification system.
If we exceed the guaranteed repair time, the customer is entitled to contractual penalties – this is stipulated in the contract. Historically, we have never had a situation where this time was exceeded.
The Consultant's Role in Maintaining
In maintenance, the Consultant doesn't limit themselves to handling requests. Each client has someone on hand who thinks about their store without waiting for the client's initiative.
Development Roadmap
Each client has an internally developed roadmap with ideas for new functionalities, architectural optimizations, and development directions. The consultant shares this with the client and proposes next steps.
Business Needs Translator
When a client has a need, the Consultant helps translate it into optimal functionality in Magento – so that it not only “works”, but also achieves the goal.
Continuity of contact
This is the same person who guided the client through implementation. They know the history of decisions, why something was done this way, and understand the specifics of the client's business.
Have any questions?
Want to see the full list of features?
Taking over care from another agency
We maintain stores that weren't implemented by Cognize. We have such clients – they come to us for various reasons: chronic security issues, a lack of responsiveness from their previous agency, or a desire for growth that their previous provider couldn't support.
What does the takeover look like?
We start with a technical audit to know what we are taking over and what needs repair.
We provide a general estimate for the client's planned list of changes – a detailed estimate can only be made after we have become better acquainted with the system, often by completing the first smaller task.
We make sure the code is updated – if there is technical debt, we establish a plan to fix it.
What else can we do for your company?
Cognize B2B eCommerce Agency - What do we do?
We offer services aimed at increasing revenue, optimizing processes and improving profitability.
Investment
Implementation and maintenance
integrations
Technology
B2B consulting
Not sure what system you need yet?
Before you decide on a specific technology, it's worth exploring which solution truly fits your sales model. Our experienced B2B eCommerce Manager consultants help companies choose the right direction—without predetermined answers. If you feel it's a good time for a consultation, learn what such a collaboration looks like.
Experience
Experience in your industry
The electrical, heating, lighting, cosmetics, medical, motorcycle, automotive, FMCG, clothing, and sports industries are just some of the industries we have implemented. Ask about our experience in your industry.
What do our clients say about us?
Punctuality, flexibility, availability, professionalism (...)
In 2017, we began working with Cognize (KMK Group) on the BAST system. Since then, the project has been developed and managed with exemplary skill. Cognize's (KMK Group) work is characterized by timeliness, flexibility, availability, professionalism, and, most importantly, the ability to present complex programming solutions in an accessible format.
This cooperation has resulted in our development and stability.
This cooperation has resulted in our development and stability, and the form of business contacts based on mutual trust is increasingly rare today, yet extremely effective.
(…) we can now easily and effectively manage our product catalog (…)
Cognize provided us with two services: Digital Sales Transformation Consulting and PIM Implementation. They provided the necessary know-how and demonstrated methods for various business process integrations with PIM systems. Thanks to their expertise, we can now easily and effectively manage our product catalog while minimizing implementation costs.
They helped us understand our needs and proposed the best solution based on the analysis results.
Our collaboration with Cognize began with a consultation. At this stage, they helped us understand our needs and proposed the best solution based on the analysis results. Cognize then began implementing the final system. The project was conducted with a high level of communication, on time, and, most importantly, with the Cognize team's ongoing initiative.
Immediately after opening the new store, we saw an immediate increase in sales.
After launching the new online store, sales immediately increased. The Cognize team (formerly KMK Group) was able to manage the project independently, working with minimal involvement from the snowboard brand. Their independence and communication skills were also impressive.
(...) we recorded a dynamic increase in our company's turnover
(...) The e-commerce platform they created not only meets all our expectations but also provides enormous opportunities for future technological development. Thanks to the solid technical architecture and innovative features, we have seen dynamic growth in our company's turnover, which we attribute directly to the functionality of the new website. Excellent communication and high availability of the team ensured we could count on support at every stage of the project. (...)
FAQ
Frequently asked questions about maintaining a Magento store
What is included in the subscription and what is paid separately?
The only permanent item is the Sellina license – the rest depends on what you need.
You can tailor your SLA to your business: you choose which elements are included – timelines for error recovery, monitoring, backups, and ensuring system availability. Each of these is optional.
You can add Consultant support separately (2-hour package per month) – if you want regular advisory contact, not just technical.
Development and maintenance work, i.e. new functionalities and changes to the system, is priced separately – depending on the scope.
What are the SLA parameters for a critical error?
Response time: up to 2 hours. Critical error fix or workaround: up to 6 hours. Critical errors are considered the highest priority and halt work on other projects. Historically, we have never had this time exceeded.
What happens if Cognize exceeds the repair time?
The contract includes contractual penalties. This compensation mechanism demonstrates that we take SLAs seriously, not just as a matter of declarativeness.
How does system monitoring work?
We use Uptime Robot. Reports from the tool are automatically integrated with the company's internal notification system and generate tasks for the team—no manual intervention required. Access to the dashboard or report is determined per client.
What do Magento updates look like and who initiates them?
Cognize continuously monitors the Magento release cycle. Before sending a recommendation to the client, we implement the update internally at our own expense. We then provide the client with a recommendation and a time estimate. The client decides on the update implementation schedule.
What happens to dedicated functionalities when updating?
Every client has specific features in their store, and these are the most common source of problems after an update. Therefore, each update is inherently individual: when performing it, we test the entire system for stability and correct operation, not just the core Magento itself.
What exactly does a Consultant do as part of maintenance?
Each client receives an internally developed roadmap with proposals for new features, optimizations, and development directions. The consultant also helps translate business needs into optimal functionality in Magento. They consider how the client can increase revenue, profit, and optimize costs—not just how to maintain the status quo.
Is the Consultant the same person throughout the entire project lifecycle?
Yes. A consultant is assigned to the client from the technical meeting at the sales stage, through implementation, and into years of maintenance. During the implementation phase, they ensure that the functionality meets a real business need—not just works technically. During the maintenance phase, they focus on development and growth.
Can Cognize take over a store implemented by another agency?
Yes. We begin with a technical audit that assesses the system's status and identifies issues. We then provide a general estimate for the client's planned changes, and then finalize the detailed estimate after gaining a better understanding of the system—often during the first smaller task. We always add consulting support to the team: how to develop the platform and optimize operations.
What do backups look like?
The database is backed up twice daily. A full backup of the entire system is performed once a day. These backups are encrypted and stored on Dropbox for at least a year.
Where is the store hosted?
Standard on OVH servers (Advanced-2). If the client has their own infrastructure with comparable parameters, we can host the system on their servers.
Do you have an idea, a ready specification or a business need?
Write to us. We will contact you within 24 hours.