Magento Support & Security

Rest easy knowing your site it safe and secure Support Packages

Magento is a powerful and effective eCommerce system. However, to get the most out of the platform it’s essential you have the right Magento support team working for you.

Our professional team of Magento specialists are on hand with 24 hour response times to fix problems you might have. This will reduces downtime on your website and ensures it is consistent in performance.

Support4

Friendly accessible support for your Magento store

Technology projects such as websites and apps are never finished. They are like owning a home where things break, other people break things, things go out of fashion or the rules change about how things must be.

But downtime and technical difficulties mean loss of revenue or data. Maintaining uptime is as much about being proactive as is it is reactive. We’ll help you find a balance to getting the right size support agreement to suit your needs.

On a monthly basis our team monitor your Magento website and undertake security patches and updates as required. If a major version change or large feature request is on the horizon you can also use your support time to help plan the development work.

Support when you need it

We’re on hand when you need us. With 24/7 Uptime Monitoring, a support portal packed full of knowledge and an “on call” team. We’ll be there to help.

That "little bit extra"

Rule based catalogue and shopping cart promotions allow us to offer a wide variety of promotional offers to your customers, based on a multitude of product subsets.

Silent Heros

As well as being there when you know you need us we work in the background to keep your store running. Patches and updates as well as proactive advice and reporting keeps you running at your best.

Need Support Now?

Call us on +44 (0)117 2077504

Magento Support Packages

Frequently Asked Questions

What happens if I use more hours than in my support agreement?

We track our time using Toggl (a great app) and measure support time use to the second. If you run over your hours in a month we’ll send you an invoice at the end of the month for the pro-rata amount.

Payments are collected via Direct Debit using GoCardless which is safe and secure. You are protected by the Direct Debit Guarantee for paying in this way.

Can I have a custom package?

Paying for recurring services is best via Direct Debit. In fact we offer a small discount for doing so. 

If you are choosing an annual agreement you may choose to pay annually or monthly.

Will you support my hosting?

We can offer hosting for your website that we will support. It is designed by us and connected directly to our development system. In this way we can offer the best levels of service and take ownership of the hosting configuration.

We do not support 3rd party hosting but that doesn't mean we won't support your website on a hosting service from another provider. You'll just need to be away that is can make things a little more difficult and take a little longer to resolve bugs and conflicts when the services are seperated.

Can I carry over time not used?

For our support agreement time does not carry over. This enables us to properly plan our resources to accommodate your requirements.

We want to make sure you are on the perfect sized support package at all times so will provide you with detailed time tracking reports and your account manager will advice on more appropriate sized packages based on your usage.

 

Can I use support to make changes to my site?

Support is there to keep you running, fix bugs, and ensure you can maintain operation. We can also help put things back if you make a mistake.

Significant changes that will have knock-on effects and may need more testing and will also be best deployed to a staging environment where it should be properly tested before going live.

This type of work is not included in smaller support agreements.

We are able to assist with small changes taking less than 40 minutes if accessible and without the need for a controlled deployment. These are typically technical changes using the content management system.  

We'd much prefer to show you how though, so next time you can do it yourself.

Do I have to commit to a big contract?

Of course not. Our support agreements work on a 3 month rolling basis. 

We do offer discounts for an annual agreement if would prefer such an option.

How do I pay for a support agreement?

Paying for recurring services is best via Direct Debit. In fact we offer a small discount for doing so. 

If you are choosing an annual agreement you may choose to pay annually or monthly.

Would you like to learn more?

Call us on 0117 2077504 or complete the form below to discuss your project or requirements.


Our Magento Services