The support process

We’re a Gold Solution Partner

Our technical team support is proactive, reactive and flexible, that means you can get on with the business of running your Magento storefront with greater certainty.

Downtime and operational issues can critically impact your eCommerce site, causing loss of revenue and damage to your reputation with customers. The Pixel’s technical team ensure your site remains up and working at optimum levels, providing the high level support you need for continuing business success. And that’s not all – our support packages cover development as well so you can use your hours to improve site performance whenever you need it.

Magento Support
Magento Developer Plus
Magento Developer
Magento Solution Specialist

Proactive Support

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. We monitor your site using the latest software and can respond to alerts and work with your host to make sure any downtime or technical issues are solved in a timely manner.

Reactive Support

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. Our tech team will work directly with your onsite team to ensure that all issues are handled effectively and updates and solutions agreed upon before being pushed live.

Flexible Support

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. You can also take advantage of our Pay as You Go service if you are not registered for one of our packages and need an urgent solution to a Magento eCommerce problem.

Looking for Magento Support services? Click here to talk to us

A Support solution for every situation!

Pay as you go

Should you find yourself facing an issue with your Magento eCommerce platform, The Pixel can investigate the cause of the problem and provide a resolution with our Pay As You Go solution. Designed for companies that are not already enlisted to one of our Support Packages, Pay as you go will enable you to draw on the expertise of The Pixel if you solely need to focus on a specific problem.

Support packages

Our Support Packages cover a wide variety of preventative and reactive measures that are designed to handle any issue you may face. With a range of options designed to suit the requirements of various scenarios, The Pixel’s Support Packages provide the comfort of knowing that our team of experts are always available to handle any problems you may face.

Emergency support!

With a guaranteed prompt response time our Emergency Support is designed to handle the worse case scenarios that you may come to face. We understand the consequences that problems cause to your business, so take assurance that by enlisting the support of The Pixel you’ll have a team of experts working diligently to find a solution in the quickest manner.

Which support plan is right for you?


The Pixel’s Basic support plan is designed to provide you with a medium level service for a limited investment.

Inc hours 8 Hours
Project manager Not Included
Out of hours Not Included
Site monitoring Not Included


The Pixel’s Silver support plan is designed to provide you with a comprehensive service that covers most scenarios, including out of office support and a dedicated project manager.

Inc hours 20 Hours
Project manager Included
Out of hours 2 Hours
Site monitoring Basic Monitoring


The Pixel’s Gold support plan is designed to provide you with a complete level of service, including greater out of office support, extra time and advanced on-site monitoring.

Inc hours 40 Hours
Project manager Included
Out of hours 4 Hours
Site monitoring Full Monitoring

Compare our support plans

Monthly hoursN/A8 Hours20 Hours40 Hours
Priority response
Managed code repository
Project manager
Telephone support
Out of office hours2 Hours4 Hours
24/7 Site monitoring
Out of office support number
Additional support hour rate£110£100£90£90
Hours expiren/ahours expire after 30 dayshours expire after 30 dayshours expire after 30 days

"From the first phone call, everyone at The Pixel has impressed us with their understanding of Magento & e-commerce. Thanks to their care and attention to detail they’ve begun to feel like part of our team. A rare gem of an agency."

Ruben Lightfoot, eCommerce Manager, howies

You're in good company

Here are just a few of our happy clients...

David Austin Roses
Gill Marine
Bathroom Village
JoJo Maman Bébé
The Consortium
Party Pieces
Baker Ross
Urban Industry
Just Ingredients

Magento Support

Key Silver & Gold support plan features

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.

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 Gold support customers we also provide an out of office number for greater peace of mind.

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 potential 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.

Magento Support