Our 24/7 technical 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 e-commerce 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 e-commerce problem.
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.
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.
|Monthly hours||8 Hours||20 Hours||40 Hours|
Managed Magento security updates and patches.
|Managed code repository|
|Application Web Security Scanner|
|Out of office hours||2 Hours||4 Hours|
|24/7 Site monitoring|
|Out of office support number|
|Additional support hour rate||£100||£90||£90|
|Hours expire||hours expire after 30 days||hours expire after 30 days||hours expire after 30 days|
Having worked with many agencies in the digital sector over the past 10+ years, it's fair to say the relationship we have with The Pixel is one of the longest standing. This in itself is testament to their work quality and ethic, especially given the high growth of our business and the high expectations we place on any company we partner with. They are absolutely an asset to our business and a genuine "partner" in all ways we would hope for. The Pixel go above and beyond to do what's right and deliver the best possible outcome of a project or piece of work and customer satisfaction is clearly of utmost importance to them.