Magento Support

Our Levels of Support

Our Magento support contracts provide peace of mind for our clients. We offer a series of structured support plans and bespoke on request. The SLA is there to provide support be that proactive or reactive;

Reactive – Our in house certified Magento dev team is there for you when you need us, 24×7 if required.

Pro-active – We are always pushing out new ideas, new solutions and initiatives to our clients. Rather than just wait for you to come to us with an issue we push proactive ideas to you.

Our aim is to become and extension of your company, the SLA is desinged to allow you to tap into any of the skills we have in house e.g.
– If you have a Magento store that has been built and needs supporting we can carry out an audit on the site and pick up reigns.

Essential
  • 8hrs+ Support Time
  • 24hrs Response Time
  • 6hrs Emergency Response Time
  • Ticket system SLA
Business
  • 16hrs+ Support Time
  • 6hrs Response Time
  • 4hrs Emergency Response Time
  • Ticket system SLA
  • Email Support
Business +
  • 32hrs+ Support Time
  • 4hrs Response Time
  • 2hrs Emergency Response Time
  • Ticket system SLA
  • Email Support
  • Phone Support
Enterprise
  • 80hrs+ Support Time
  • 2hrs Response Time
  • 1hr Emergency Response Time
  • Ticket system SLA
  • Email Support
  • Phone Support
Enterprise +
  • 160hrs+ Support Time
  • 1hr Response Time
  • 1hr Emergency Response Time
  • Ticket system SLA
  • Email Support
  • Phone Support

Key points

Our SLA is designed to benefit Magento merchants

All of our packages have been designed to allow for flexibility and to ensure we are there for you when you need us.

– Every package is available as a 3 month trial.
– The hours can be rolled over for two calendar months e.g April, May, no hours used. You can use all your hours for April in June.
– You can move up or down to any package with a month notice.

Bespoke

Bespoke Packages

If you are a Magento Commerce customer looking for a specific support package that does not appear to be covered by a standard package please get in touch.