A good support system should not just be waiting for things to go wrong and reacting to problems as they occur. At The Pixel, our tech team are constantly carrying out maintenance, monitoring your site, identifying potential issues and solving them before things go wrong.
When a member of your team approaches us through our 24/7 contact system, either online or by phone, they get access to professional, friendly and responsive certified technical support. Critical issues can be quickly assessed and fast-tracked with clear timelines for resolution.
At The Pixel, we know that each business has its own needs which require different levels of support. You can choose from a number of packages that provide the response time and level of service which suits your requirements.
Therefore we have a dedicated support team available via phone or email 24/7, who are there to work on any urgent tickets that may crop up. We understand the importance of comprehensive support in these difficult times and work tirelessly to resolve your issue and keep you updated while doing so.
Whilst we do not believe in hiding behind a ticketing system we use Jira to manage all of our client's tasks. We also provide telephone, email and Skype contacts for your key account and project managers. We will set up weekly calls to discuss your activity board and will use this time to actively schedule future work and discuss the ongoing tasks at hand.
Certainly - we often build bespoke packages tailored to exact requirements. If you're looking for more support hours or additional critical out of office hours just let us know and we can build something just for you.
If you're on our monthly rolling package you are free to change your package throughout the month, we just ask for 30 days notice prior to making the change.
We offer two contracts: a rolling monthly contract where we just require 30 days notice to change or cancel, and a reduced 12 month contract that is approximately 10% cheaper than the standard package.
As a company rule security patches are applied to all environments as soon as they are released. We will reduce your support hours by the time taken to install the critical security patches released by Magento.
Absolutely! However due to the complex nature of Magento upgrades you may be required to purchase additional hours to support the upgrade process.
We do not restrict the usage of your support hours, so they can be used to fix bugs, make improvements and add new functionality. We will work with you to ensure your time is being spent to make real improvements to your site and where possible pro-actively offering advice that will increase revenue and conversions.
Your support hours included in your package do not roll over from month to month. If you sign up to our monthly rolling contract you're free to adjust your package (30 days notice required in advance). On the Premium package, your monthly hours are averaged over a 90 day period.