Support is the difference between a system that “somehow works” and a system you can rely on. Instead of looking for help when it’s urgent, you have a team that knows your systems and takes care of them proactively.
What we support
- Websites and online stores – core, theme and plugin updates, backups, uptime and speed monitoring, small content changes.
- Business systems – CRM, ERP and custom systems: fixes, optimisation, new features, user support.
- Servers – operating system, security, updates, performance, backups.
- Networks and office IT – computers, printers, network, Wi-Fi, Microsoft 365, users and passwords.
- Video surveillance and security systems – maintenance, updates, replacement of faulty devices.
Support levels
| Level | Best for | Includes |
|---|---|---|
| Basic | Corporate websites | Updates, backups, monitoring, troubleshooting |
| Business | Online stores and systems | + development hours, priority response, monthly report |
| Premium | Critical systems | + 24/7 response, guaranteed SLA response time, on-duty specialist |
The exact terms, response times and included hours are agreed according to your needs and set out in the contract.
Proactive, not reactive
The best incident is the one that never happened. We monitor disk space, certificates, domain expiry, load, log errors and software vulnerabilities – and act before they become a problem.
Helpdesk
One phone number and one email for everything – support@lod.bg. Every call gets a ticket number and you can see its status. We work remotely and on site when needed.
Monthly report
Every month you receive a short report: what was done, which problems were found and solved, what the risks are and what we recommend for the next period.
What the service includes
Updates
Core, plugins, OS – tested and on time.
Backups
Automatic, off-server, with tested restores.
24/7 monitoring
Uptime, speed, certificates, resources.
Security
Scanning, WAF, fixing vulnerabilities.
Helpdesk
One contact for everything, with a ticket number.
SLA
Guaranteed response time under contract.
How the work is done
- 1
Audit
We get to know the systems and document them.
- 2
Support plan
Level, response time, included activities.
- 3
Takeover
Monitoring, backups and access.
- 4
Monthly care
Proactive activities and a report.
Technologies and tools
- Zabbix
- Uptime Kuma
- Grafana
- Prometheus
- HestiaCP
- WP-CLI
- Ansible
- Restic
- Veeam
- osTicket
Frequently asked questions
Do you support websites you didn’t build?
Yes. We start with a technical review to assess the current state and tell you honestly what needs to be improved.
What happens to unused hours?
The rules for carrying hours over are agreed in the plan. With many plans, some of them can be carried over to the next month.