Magento support and maintenance

Complex services for your e-commerce

We provide high-quality support for Magento 1 and 2 platforms.

Magento support and maintenance services

why is it worth to invest in them?

Works on the e-commerce platform do not end on 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 more than 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.

Why Smartbees?

+5 years experience in Magento

Projects based on both – Magento 1 and Magento 2

Structured Magento support model

Magento consulting services

Our competences in Magento support and maintenance

what distinguishes us?

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.

Premium Support 24/7

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

Speed optimization

Short loading time is core. For this reason, our services cover works on your platform’s speed up.

Integrations

Along with the platform’s growth, it demands 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 figure out which areas need our support.

Platform monitoring

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

Magento support and maintenance packages

what do we offer?

The years of experience helped us in better needs recognition of 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 packages – Standard, Plus, Business, and Premium. Each of them has a different scope of available services.

Our Magento Support and Maintenance packages

choose an ideal plan for your business

Standard

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

Communication channels

Service Desk Jira
E-mail support

Infrastructure

Testing environment maintenance
GIT repository
Database backup

Customer service

Dedicated Customer Care Manager
Monday – Friday 8 am – 4 pm support
Onboarding
Solutions consulting
1 shop support

Technical issues

Updates settled on hourly rate
Bugfix works settled on hourly rate
6 h reaction time for fatal errors
24 h reaction time for non-critical notifications
Uptime monitoring

Plus

For medium – size projects that grow rapidly and continuously expand the offer.

Communication channels

Service Desk Jira
E-mail support

Infrastructure

Testing environment maintenance
GIT repository
Database backup

Customer service

Dedicated Customer Care Manager
Monday – Friday 8 am – 4 pm support
Onboarding
Solutions consulting
1 shop support

Technical issues

Updates settled on hourly rate
Bugfix works settled on hourly rate
4 h reaction time for fatal errors
24 h reaction time for non-critical notifications
Platform supervision
10 h of development works included
Uptime monitoring

Business

For medium and large platforms and services with significant support needs.

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
Onboarding
Solutions consulting
2 shops support

Technical issues

Updates settled on hourly rate
Platform audit
Bugfix works settled on hourly rate
2 h reaction time for fatal errors
24 h reaction time for non-critical notifications
Platform supervision
20 h of development works included
Uptime monitoring

Premium

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

Communication channels

Service Desk Jira
E-mail support
Phone support

Infrastructure

Testing environment maintenance
GIT repository
Database backup

Customer service

Dedicated Customer Care Manager
24/7 h support during working days and weekends
Onboarding
Solutions consulting
Number of supported shops set individually

Technical issues

Updates settled on hourly rate
Platform audit
Bugfix included
1 h reaction time for fatal errors
24 h reaction time for non-critical notifications
Platform supervision
Development works package set individually
Uptime monitoring

Magento support packages

what do they cover?

Each of our packages consists of four fields – communication, infrastructure, customer service, and technical issues. The combination of all spheres is the key to successful Magento support. We present more details regarding the fields beneath.

Communication - no matter what package did you choose, each of them provides email communication, and Jira reports. Such a solution offers high transparency and constant overlooks to support works progress. Moreover, two of our packages cover phone consultations, which are particularly useful in case of more complicated projects.

Infrastructure - to provide high-quality Magento support services, the 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 packages.

Customer service - mutual satisfaction is core. That is why a premium customer service is our priority. In the case of every package, we provide the 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 Premium package for you.

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 package did you choose, we provide complex uptime – downtime monitoring of your platform to maintain its constant accessibility for the users.

Magento support FAQ

what do you want to know most often?

Can I change the scope of the support package?

Presented packages are the fruits of our cooperation with companies from different industries. We put them all together and grouped into four diversified packages that will suit to 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, packages enhancements, or customized support solutions.

Can I change the package during our cooperation?

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

What are the Magento support payment methods?

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

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

Our Clients

hundreds of real success stories

Mateusz Tomczak

Marketing specialist / VELO

They are good at establishing a strong business relationship with customers.

Tomasz Zbierski

Director of IT / TAI

Smartbees performed a giant experience in Drupal CMS system and helped us to modernize our tender service.

Łukasz Filut

Director of IT / WSB

The partnership approach of Smartbees makes our cooperation an effective and pleasant one. That is why we do not hesitate to contract out new assignments to them.

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