Downtime and site issues hurt your business and negatively affects your image. With the comfort and security of a support package, you can be assured that The Pixel is closely watching over everything so that you don’t need to concern yourself with such matters.
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.
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.
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.
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.
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.
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.
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.
The Pixel’s Basic support plan is designed to provide you with a medium level service for a limited investment.
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.
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.
|Monthly hours||N/A||8 Hours||20 Hours||40 Hours|
|Managed code repository||✘||✔||✔||✔|
|Out of office hours||✘||✘||2 Hours||4 Hours|
|24/7 Site monitoring||✘||✘||✔||✔|
|Out of office support number||✘||✘||✔||✔|
|Additional support hour rate||£110||£100||£90||£90|
|Hours expire||n/a||hours expire after 30 days||hours expire after 30 days||hours 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."
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.