Magento Support
Our Magento Support packages are designed to give new and existing clients peace of mind and to ensure websites are running as smoothly and efficiently as possible.
Downtime hurts your business and affects your image, so you can be assured that The Pixel is closely watching over everything so that you don’t need to concern yourself.
Keeping the Magento software fully up to date helps maintain performance, security and reliability, and will also provide increased functionality when new features are added by the platform developer.
Beyond ensuring the installation of Magento is maintained and kept up to date with all of the latest software updates, our Support Packages cover a wide variety of preventative and reactive measures designed to handle any issue you may face.
Please take the time to check out our Support Packages and please feel free to contact us to discuss which solution would suit your needs. Our Support Packages are available to new and existing customers, so if you’re having trouble with an existing setup then we’re here to help on an ad-hoc basis.
Bronze
For smaller website that require a level of support to ensure their sites remain operational and to have a helping hand in times when things go wrong.
Silver
Our most popular support solution with a mix of support and maintenance, essential for keeping your site live and tuned for the highest performance.
Gold
For enterprise companies that require critical level support around the clock with support and maintenance hours for optimum performance and reliability.
| No Plan | Bronze | Silver | Gold | |
|---|---|---|---|---|
| Normal Support Hours | 9.30am to 5.30pm Mon-Fri | 9.30am to 5.30pm Mon-Fri | 9.30am to 5.30pm Mon-Fri | 9.30am to 5.30pm Mon-Fri |
| Critical issue support extended hours | Not available | 9.30am to 5.30pm Mon-Fri | 9am to 9pm 7 Days | Mon-Fri 24x7x365 |
| Included number of support/development hours per month* | Not available | 8 | 20 | 40 |
| Out of hours critical issues included per month | Not available | Not available | 1 | 4 |
| Problems and incident management with response time guarantees | Not available | Included | Included | Included |
| Email support address | Not available | Included | Included | Included |
| Telephone support number | Not available | Not available | Included | Included |
| Out of hours critical mobile support number | Not available | Not available | Not available | Included |
| Included number of maintenance hours | Not available | Not available | 8 | 16 |
| Magento version upgrades and patches | Not available | Charge | Included | Included |
| Magento performance tuning | Not available | Charge | Included | Included |
| Magento monitoring | Not available | Charge | Included | Included |
| Training & Documentation | Not available | Charge | Charge | 1 session per year included |
Support when you need it
Our technical team are on hand when you need it, our support plans are there to support your site when things don’t work as they should do. We offer a range of Magento Support packages as well as Pay-As-You-Go Solutions to meet your support needs.
Critical Uptime Support
As an additional support pacakge we can offer our Critical Support Package where uptime is paramount. We’ll be monitoring your site 24/7 and if a problem exists our technical support team will be on the case.
Magento Upgrades
At The Pixel, we take responsibility for all Magento software upgrades. Keeping the software fully up to date helps maintain performance and reliability, and will also provide increased functionality as new features are added.
Magento Performance Tuning
In a competitive market its essential that your site performs as fast as it possible can. Even a few seconds can put off potentially shoppers; our performance tuning team will work tirelessly to ensure you're getting the most out of your site in terms of performance and speed.
Telephone Support
We don't hide behind an online ticket system, if you need to speak to us we're around on phone, skype and email. For Critical Support customers we also provide an out of office number for greater peace of mind.
Magento Monitoring
Is your Magento website running at optimal performance? Are you currently seeing issues with your sites response times or conflicts between custom modules? If so then our Website Audit package will help you to get your site back on track.
Since it was established in 2000, The Pixel has been dedicated to web design from its Bristol HQ in the UK. We immediately realised the potential of Magento when it emerged in 2007 and, since then, we've built the company around the platform, not only offering the highest standards of Magento development and support, but additional services from over a decade of industry experience such as online marketing, SEO, and tailored Magento Hosting to complement bespoke client packages.
