Magento support and maintenance

Complex services for your e-commerce

Invest in solid Magento support
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Magento Support and Maintenance Services

Works on the e-commerce platform continue beyond the development and deployment stage. What matters is a day-to-day platform’s maintenance in the fields such as efficiency or security. That is the only way to provide a shop’s right functionality and as a result – sales and profitability increase. Thus, every business that thinks about its Magento shop perspectively should invest in complex support and maintenance of the platform.

In Smartbees, we have been working with Magento for over five years. We provide comprehensive Magento services from graphical projects up to deployment and support phases for small, medium, and large platforms. Our services cover support and maintenance for various Magento-based solutions – online shops, PIM systems, B2B, and B2C sales platforms.

+9 years experience in Magento

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Projects based on both – Magento 1 and Magento 2

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Structured Magento support model

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Magento consulting services

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The years of experience helped us better recognise businesses from different industries, and as a result – to create support solutions for small, medium, and large projects. Our offer covers four Magento support and maintenance plans – Standard, Plus, Business, and Enterprise. Each of them has a different scope of available services.

Standard

For small websites and online shops which set up the business. Best choice for first support.

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Plus

For medium-sized projects that grow rapidly and continuously expand the offer.

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Business

For medium and large shops and websites with significant support needs.

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Enterprise

For highly extended projects which demand advanced 24/7 support.

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Communication channels
Communication channels
Communication channels
Communication channels
Service Desk Jira
Service Desk Jira
Service Desk Jira
Service Desk Jira
E-mail support
E-mail support
E-mail support
E-mail support
Phone support
Phone support
Infrastructure
Infrastructure
Infrastructure
Infrastructure
Testing environment maintenance
Testing environment maintenance
Testing environment maintenance
Testing environment maintenance
GIT repository
GIT repository
GIT repository
GIT repository
Database backup
Database backup
Database backup
Database backup
Customer service
Customer service
Customer service
Customer service
Dedicated Customer Care Manager
Dedicated Customer Care Manager
Dedicated Customer Care Manager
Dedicated Customer Care Manager
Monday – Friday 8 am – 4 pm support
Monday – Friday 8 am – 4 pm support
Monday – Friday 8 am – 4 pm support
24/7 h support during working days and weekends
Onboarding
Onboarding
Onboarding
Onboarding
Solutions consulting
Solutions consulting
Solutions consulting
Solutions consulting
1 site support
1 site support
2 site support
Number of supported sites set individually
Technical issues
Technical issues
Technical issues
Technical issues
1 website update per month
1 website update per month
2 website updates per month
2 website updates per month
Critical updates
Critical updates
Website audit
Website audit
Bugfix works settled on hourly rate
Bugfix works settled on hourly rate
Complex platform updates
Complex platform updates
6-hour reaction time for fatal errors
6-hour reaction time for fatal errors
Bugfix works settled on hourly rate
Bugfix included
24-hour reaction time for non-critical notifications
24-hour reaction time for non-critical notifications
2-hour reaction time for fatal errors
1-hour reaction time for fatal errors
Uptime monitoring
Website supervision
24-hour reaction time for non-critical notifications
24-hour reaction time for non-critical notifications
10-hour of development work included
Website supervision
Website supervision
Uptime monitoring
20 hours of development work included
Development works plan set individually
Uptime monitoring
Uptime monitoring

What Do Our Magento Support Plans Cover?

Communication

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Communication

No matter what plan you choose, each of them provides email communication and Jira reports. Such a solution offers high transparency and constant overlooks to support work progress. Moreover, two of our plans cover phone consultations, which are particularly useful in case of more complicated projects.

Customer service

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Customer service

Mutual satisfaction is core. That is why premium customer service is our priority. In the case of every plan, we provide a dedicated Customer Care Manager who will be responsible for the onboarding process and further consultation during our cooperation. By default, our support and maintenance services are available during all working days from 8 am to 4 pm. However, if you want to extend the support availability – we created the Enterprise plan for you.

Infrastructure

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Infrastructure

To provide high-quality Magento support services, a well-prepared infrastructure is needed. It is especially useful for the new solutions implementation and testing, so as database backups storage. For this reason, we take care of proper infrastructure maintenance in the case of all the plans.

Technical issues

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Technical issues

Depending on the platform’s needs, we offer diversified support options that have different reaction times for critical and non-critical bugs or work payment methods. No matter which plan you choose, we provide complex uptime–downtime monitoring of your platform to maintain its constant accessibility for the users.

Contact us to find out the price for your project
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Magento support FAQ

If you are not sure which plan will be the most suitable for your business – contact us. We are here to advise you and figure out the best solution.

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Can I change the scope of the support plan?

Presented plans are the fruits of our cooperation with companies from different industries. We put them all together and grouped into four diversified plans that will suit the expectations of various projects. However, we know that each business may have specific Magento support needs. For this reason, we are open to any changes, proposals, enhancements, or customized support solutions.

Can I change the plan during our cooperation?

Of course, you can – the first months of cooperation will verify if the previously defined needs were right or maybe should be reviewed and changed. At that moment, you can decide to change the plan to more complex or less advanced.

What are the Magento support payment methods?

Our plans work in the subscription model – most payments are made monthly. Fees for the services marked as “Hourly settlement’’ are set individually.

If you are not sure which plan will be the most suitable for your business – contact us. We are here to advise you and figure out the best solution.

Stop with uncertainty. Invest in professional Magento support

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