Magento Support

We grow through the strength of our relationships. Not only do we do what is asked, but we are always there for the moments that no one could have predicted. That’s why so many of our clients stay with us year upon year.

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Support 24/7/365 

Support 24/7/365 

We understand that ecommerce never stops - that’s why we are on call 24/7, 365 days of the year.
Our technical support is proactive, reactive and flexible. When you contact us either online or by phone, our technical support team will work on urgent tickets tirelessly and transparently until issues are resolved. It’s a service our clients have learnt to rely on over the years, which is why so many choose to stay with us for so long.

Business Development & Optimisation

Our expert Ecommerce Solution Specialist team will guide your project based on their years of Magento experience and your unique project specification.
The efficiencies we’ve developed over the years can be repurposed so you don’t have to go through the same steep learning curves we have. You can use your hours to improve your site’s performance whenever you need it, should you need it; you’ll never have hours go to waste.
Business Development & Optimisation

Our support is...

Proactive

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.

Reactive

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.

Flexible

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.

Compare our support plans

Magento Growth Support Plan
Magento Pro Support Plan
Magento Premium Support Plan
Included Hours
Support Plan
Growth
Premium
Pro
40
60
100
Out Of Office Hours
Account Manager
4
6
10
Senior Account Manager
Site Monitoring
Magento security updates
Out of office telephone
Hours Expire
After 30 Days
After 30 Days
After 90 Days
EnquireENQUIREENQUIRE
Premium Plus
Premium +

A custom built, fully comprehensive support plan providing a complete level of service tailored directly to your business needs.

Questions & Answers

How do you manage my tasks?

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.

Can I have a custom package?

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.

Can I change my packages throughout the year?

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.

Do I have to sign a lengthy contract?

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.

Will you install Magento security patches?

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.

Can you upgrade my version of Magento with the support hours?

Absolutely! However, due to the complex nature of Magento upgrades you may be required to purchase additional hours to support the upgrade process.

What can my support hours be used for?

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 proactively offering advice that will increase revenue and conversions.

Do the support hours roll over from month to month?

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.

Speak To Us Today

Send us your details below, and one of our solution specialists will be in touch to discuss your project in detail.
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