Magento support and maintenance

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.

Magento Support in Smartbees – Why Should You Choose Us?

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

Projects based on both – Magento 1 and Magento 2

Structured Magento support model

Magento consulting services

Our Competencies in Magento Support and Maintenance

Software updates

Magento updates are not a piece of cake, but we know how to conduct them without obstacles, and thus provide the top security for your platform.

Support 24/7

For the platforms that demand constant maintenance and monitoring, we can offer extended 24-hour support. Therefore, you do not have to worry about the platform’s availability.

Speed optimization

Short loading time is core. For this reason, we focus on optimizing your page’s speed and performance.

Integrations

Along with the platform’s growth, it requires more integrations with internal and external tools. We conduct integrations using either Open Source modules or customized solutions.

Platform audit

We handle complex code, functionalities, and efficiency reviews to determine which areas need our support.

Platform monitoring

We take care of Magento and oversee processes. Thus we rapidly react to any bugs and implement necessary amendments.

SEO support

Your website’s visibility is of huge importance. That is why our activities focus also on SEO aspects.

Consulting

We always suggest the best solutions and help our clients choose what’s best for them.

Programming duties

We are at your disposal 24 hours a day, 7 days a week. When you buy the right package, our developers will always be ready and respond if necessary.

Magento Support and Maintenance Plans – What Do We Offer?

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.

Plus

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

Business

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

Enterprise

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

Communication channels

Service Desk Jira

E-mail support

Phone support

Infrastructure

Testing environment maintenance

GIT repository

Database backup

Customer service

Dedicated Customer Care Manager

Monday – Friday 8 am – 4 pm support

24/7 h support during working days and weekends

Onboarding

Solutions consulting

1 site support

2 site support

Number of supported sites set individually

Technical issues

1 website update per month

2 website updates per month

Critical updates

Website audit

Bugfix works settled on hourly rate

Complex platform updates

6-hour reaction time for fatal errors

Bugfix works settled on hourly rate

Bugfix included

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

10-hour of development work included

Website supervision

Uptime monitoring

20 hours of development work included

Development works plan set individually

Uptime monitoring

What Do Our Magento Support Plans Cover?

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

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

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

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.

Let's talk

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.

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.

Małgorzata Hulisz

Head of Marketing / Sanplast

“We are pleased to recommend Smartbees as a trustworthy and reliable business partner”
When performing the assigned tasks, the team demonstrates professional knowledge about Magento’s technical support, experience, commitment, individual approach, and understanding of issues related to the business. All agreed and accepted tasks are carried out on time and in accordance with previous arrangements.

Tomasz Zbierski

IT Director / TAI

"Smartbees helped us greatly in modernizing our tender website”
Smartbees showed extensive experience in Drupal and helped us modernize our tender website.

Artur Myśliński

Senior e-commerce manager / Foksal

"The team knows the specifics of Magento perfectly and understands our business needs”
We have been cooperating with Smartbees since 2022, mainly on maintaining and developing our Magento-based website – gwfoksal.pl. The cooperation runs smoothly, and Smartbees provides comprehensive support at every project’s stage. Their commitment and flexibility allow them to respond to changing requirements and solve any challenges quickly.