Magento support and maintenance
Complex services for your e-commerceWe provide high-quality support for Magento 1 and 2 platforms.
Magento support and maintenance services
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
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.
Magento support and maintenance packages
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
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
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
Can I change the scope of the support package?
Can I change the package during our cooperation?
What are the Magento support payment methods?
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.