Clients Supported
Security patches
implemented 2016
Magento Experts
AVG Emergency
Response Time


Our Magento support contracts provide peace of mind for clients, knowing that our Magento certified team are there when they need us most. From consultation with a Magento Solution Specialist, to a bespoke ERP integration built by a Magento Certified Developer Plus, we have the right people in the right place to help your business grow.

Magento Certified Solution Specialist Magento Certified Developer
Magento certified


Magento Certified Frontend Developer Magento Certified Developer Plus

24 Hour Support

We know better than anyone that the world of eCommerce never sleeps. Although infrequent, we deal with emergency requests 24/7. Using Jira and service desk, we'll action any emergency requests within your agreed SLA time, every time. With an average response time of 1 hour, we're here for you any time of day or night.

Jira 24 Hour support

24 Hour emergency support via Jira. Actioned within times set by your SLA

Phone Support

During business hours 9am-6pm phone support readily available

Dedicated Account Manager

Access to your account manager during business hours via email, JIRA and phone

Value Added

What differentiates a Magento service level agreement? For us its where we add value to your business beyond charging an hourly rate and writing lines of code. We have invested in our team and are proud to have our developers under one roof; all our team work from our HQ in Leeds. We go beyond development by acting as your Magento business consultants that immerse themselves in your store and vision for success.

Service Level Agreements

Our Service Level Agreements outline what services to expect from the package you choose. You will have vision of response times, points of contact, and value added extras such as; version checking scripts, priority security patches and updates.


We have multiple support packages to choose from ranging from 4 hours per month to 240+


The more hours you want, the less you pay


Dedicated account and project managers that you can actually get hold of when you need them

Bespoke Integrations

We know the Magento platform inside and out. We often get tasked to integrate complex systems with Magento.


Khaos Control, Options, Sandersons, Retail Systems

Payment Integrations

V12 finance, Sagepay, Worldpay, Paypal, Amazon, Boku, Sofort, Bespoke - Customer credit etc

Feature Rich Extensions

Cart-2-quote, Ebay, Amazon, Sage 200, Pennies, Infogenesis, Google Shopping


Cyber security will continue to be a huge challenge for eCommerce stores around the world. We take the safety of your data and information extremely seriously. As such all our stores are constantly monitored for weaknesses and potential points of failure. We patch Magento stores the day that security updates are released.

Automatic Patch updates

Our SLA clients are patched before any other requests are actioned on the day of a patch

Extension Monitoring

We run custom scripts to check plugin and extension numbers on behalf of all our SLA clients to make sure that any potential vulnerabilities are addressed


We offer a series of structured support plans and bespoke on request.

Copper Bronze Silver Gold Platinum
Support Hours 4hrs+ 8hrs+ 16hrs+ 32hrs+ 80hrs+  
Response Time 24hrs 6hrs 4hrs 2hrs 1hr  
24hr Emergency
Response Time
6hrs 4hrs 2hrs 1hr 1hr  
Support Desk  
Email Support  
Phone Support  
enquire now


Don’t struggle any longer – get in touch with us today.

The team at Vortex not only have superb technical skill, but more importantly have ideas and imagination. The measure of any software company is the ability to apply technology in a creative and innovative way in order to deliver outstanding solutions. James, Bruce and the rest of the team certainly know how to do that. It has been a pleasure to work with Vortex and we hope to continue working with them for many years to come.

- Director of Operations & Software Development


Adobe to Acquire MagentoAdobe to Acquire Magento

2 days ago READ

Vortex are Magento Business Solution Partners!Vortex are Magento Business Solution Partners!

1 month ago READ

Vortex are on the #RoadToImagine!Vortex are on the #RoadToImagine!

2 months ago READ

Top 5 eCommerce Trends of 2018Top 5 eCommerce Trends of 2018

2 months ago READ
all posts