1C-Bitrix Technical Support Services

Technical Support for 1C-Bitrix Websites

The 1C data exchange via \Bitrix\Sale\Exchange went down on Friday evening. The inventory on the website is a day old, customers are ordering products that are out of stock. The manager writes in the chat "1C won't load," but the actual problem is a PHP process that crashed due to memory_limit while importing 40,000 SKUs. Diagnosing and fixing this takes 20 minutes — if you know where to look. Without support, the site keeps selling thin air until Monday. We handle Bitrix project support with a fixed SLA and transparent tracking of every hour.

What Breaks Without Support — Real-World Scenarios

• Security updates. Bitrix released a patch for the vote module (CVE-2022-XXXXX). Without support, the patch gets applied "when someone gets around to it" — 3 months later. In the meantime, the site can be compromised. We roll out critical patches within 48 hours — but only after testing on staging, because updating main to 24.x broke CIBlockElement::GetList with custom properties on a couple of projects
• Bitrix license — expired, and with it access to updates and the marketplace. We track expiration dates and send reminders at 60/30/14 days
• Monitoring — not just "the site responds to pings." We check key scenarios: adding to cart (sale.basket.add), placing an order, 1C data exchange, search functionality. If the 1C API returns a 500 while the page serves a 200 — ping monitoring won't catch that
• Backups — created automatically, but who verifies that a backup can actually be restored? We do. Once a quarter, we deploy to a test server and run smoke tests

Plans: Choose Based on Your Workload

Hourly bank (prepaid hours). You purchase a pool of hours for the month. Unused hours roll over within the quarter. Ideal for projects with unpredictable workloads: one month — zero tasks, the next — a homepage redesign and a new payment gateway integration.

Subscription support (fixed fee). A fixed amount = a fixed set of services: monitoring, backups, core updates, emergency fixes. Work beyond the included scope draws from the hourly bank or is quoted separately.

On demand (pay-as-you-go). No subscription fee. You submit a task — we estimate — we deliver — we invoice. For stable projects that need intervention once a quarter.

SLA — In Numbers

What's Included — Regular vs. On-Demand Work

Regular work (included in subscription):

• Monitoring: uptime + key scenarios (cart, order, 1C exchange)
• Backups: pg_dump / mysqldump + rsync of files → isolated storage. Restore verification
• Bitrix core updates: \Bitrix\Main\ModuleManager::isModuleInstalled() — check dependencies, roll out to staging, test, deploy
• PHP and server software — updates on dedicated servers. Migration from PHP 8.0 to 8.2 — with a check for deprecated calls in custom code
• Analysis of /bitrix/admin/event_log.php and server logs — proactive error resolution before issues become critical
• SSL, domain — certificate reissue and renewal
• Monthly report: what was done, what was found, what we recommend

On-demand work (from hourly bank):

• Bugs: "product page won't open on Safari 17" — diagnosis, fix, deploy
• Content: banners, pages, categories, products
• Integrations: new payment gateway, new shipping provider, new marketplace (Wildberries API, Ozon Seller API)
• Optimization: CIBlockElement::GetList with 20 JOINs is slow → refactoring to D7 ORM with faceted index
• SEO improvements: meta tags, Schema.org, sitemap
• Consulting: "Which Bitrix module should we use for installment payments?"

Emergency Support — When It's Critical

Site is down, payments aren't processing, a breach is detected:

• Hotline — Telegram + phone. For "Premium" clients — a dedicated on-call engineer number
• Response from 15 minutes for premium clients on critical incidents
• Priority queue — critical incidents are handled before current tasks, regardless of remaining hours
• Postmortem — after resolution: what broke, why, how to prevent it. Documented in the project knowledge base

Workflow

1. Task — Telegram, email, ticket system (Kaiten / YouTrack / Jira — we work with any). Description + screenshot/URL
2. Estimation — tasks over 2 hours are estimated before starting. Minor bugs and content — we take them right away
3. Development — staging environment, git branch, code review for tasks over 4 hours
4. Acceptance — you review on staging, give the "OK"
5. Deploy — rollout + 30 minutes of post-release monitoring. If something goes wrong — rollback in 5 minutes
6. Report — monthly breakdown: task, hours, status, remaining bank balance

Project Handover from Another Team

We take over projects from any developers. We start with an audit — because there are always "landmines":

• Code: grep for mysql_query (yes, still found in 2026), unauthorized eval(), SQL without ForSql(), hardcoded passwords in init.php
• Infrastructure: file permissions, Nginx/Apache configuration, PHP settings, deployment scheme
• Documentation: we map out the project architecture, non-standard solutions, integrations. So that knowledge doesn't depend on a single person
• Access: server, hosting, domain, DNS, payment systems, 1C — we compile a full registry

Handover takes 3–5 business days. After that — full-scale support.

Typical Tasks — From Our Practice

Content. Black Friday banners — delivered in a day, because the marketer remembered on Thursday. A new category with filters via catalog.smart.filter. A landing page for an ad campaign — built from ready-made components, no designer needed, in 4–6 hours.

Functionality. An "attach file" field in form.result.new — 2 hours. A consultation booking form with AmoCRM integration via webhook — 4–6 hours. Connecting JivoSite / Carrot Quest — 1–2 hours.

Layout. A block "broke" on iPhone 14 Pro Max with Dynamic Island — Safari renders env(safe-area-inset-top) differently. Updated the Bitrix core — the product card CSS broke because the catalog.element component updated its HTML structure. We fix it.

Integrations. 1C exchange: the CAgent task for catalog.import.1c timed out with 50,000 products → we split the import into batches via STEP in the exchange settings. The CDEK API updated from v1.1 to v2 → we rewrite the sale.delivery.handler processor. New Tinkoff payment gateway → we configure the sale.paysystem.handler.

Server. PHP 7.4 → 8.2: grep for deprecated calls (each(), create_function(), {$var} string access), fix, test. SSL: certbot didn't renew — the cron job failed due to a changed Python path. DKIM/SPF/DMARC for the mail domain — so that order notifications don't land in spam.

Pricing

Non-standard requirements — we create a custom package. Hours beyond the package: from 2,500 ₽/hour.

FAQ

Critical issue — how fast? "Pro" — 1 hour, 24/7, including weekends. "Business" — 4 business hours. Critical incidents (site is down, payments aren't working, breach detected) are handled as a priority, even if package hours have been exhausted.

Hours ran out, but there are still tasks? Additional hours at the contractual rate. We notify you in advance when you're approaching the limit and get approval before starting work.

Can I change my plan? Upgrade — at any time. Downgrade — effective from the start of the next month.

Project from another team? We take them. A 3–5 day audit, then full-scale support. The audit reveals the true state of the project — sometimes it differs significantly from what the previous team claims.

Does content count toward hours? Yes. Text, images, banners, products — from the same hours as technical tasks.

How do I submit tasks? Telegram, email, ticket system. Each task has a description, priority, estimate, and status. You can see the remaining hours and progress on each task in real time.

What happens upon termination? All credentials, documentation, and source code of customizations are yours. No "golden locks" and no vendor lock-in.