Bitrix24 support is the ongoing maintenance of your portal after go live: fixing errors, adjusting business processes, training staff, and advising on settings. You need it once the portal is running and your sales depend on it, while keeping a dedicated administrator on payroll is too expensive. Support is usually billed in hour packages rather than per separate task.
What support covers
Maintenance takes care of everything that keeps the team from working calmly in the CRM:
- finding and fixing errors in pipelines, automation rules, and business processes;
- changes for new needs: fields, deal stages, reports, access rights;
- setting up and checking integrations (telephony, email, website, 1C);
- onboarding new employees and answering day to day questions;
- reviewing the portal after Bitrix24 updates.
The initial setup happens during Bitrix24 implementation, and the ongoing formats are described on the Bitrix24 support page.
How hour packages work
Support is normally arranged as a monthly pool of hours. The MakeBiz rate is 3,900 RUB per hour, and a starter support package begins at 19,500 RUB, which is five hours. Hours are spent as tasks arrive: a small question takes minutes, reworking a process takes an hour or two. Response priority and the rules for unused hours depend on the specific package, so it is easier to match the volume to your real workload than to buy a large buffer blindly.
The rule is simple: if the portal affects revenue, you need support from month one. A stalled pipeline or a broken automation rule costs more than a package of hours.
How to choose the package size
The reference point is simple: count how many CRM tasks piled up over the last month and how much time they actually took. Companies at the start usually fit into five to ten hours, while active sales teams with integrations and regular changes need more. The volume is easy to revisit after a month, once the real usage is clear, so it is wiser to begin with a small package and adjust it to the load. That way you do not overpay for unused hours and are not left without help at peak times.
When support matters most
- right after go live, while the team adjusts and small issues surface;
- as the company grows and new departments, roles, and rules appear;
- after Bitrix24 updates, when familiar features start to behave differently;
- when no one is watching the integrations and the data exchange with 1C.
In these cases what matters is not a one off repair but a predictable reaction: a task is solved in hours instead of piling up for weeks and slowing the sales team down.