Your website is your most visible storefront, and open for business 24/7. Making sure it is available and running at full throttle is critical to achieving success online.
PushON deliver a technical support service to cater for this. Our certified support team deliver proactive monitoring, as well as reactive support via our dedicated ticketing system and account management team to help your business succeed.
The technical support service offers both certainty and flexibility. Depending upon the package you select, you have guaranteed time for problems and change time for non-major amends.
The process is standardised regardless of which package you choose, however response times and operational hours will vary.
PushON utilise uptime and server performance monitoring tools; Pingdom and New Relic to monitor website update and server resource usage. If in the event the website becomes unresponsive the Support Team will receive an alert, raise a ticket on your behalf and typically work with our hosting/payment partners to resolve the issue in a timely manner.
An online ticketing system is available 24/7 for logging issues, bugs and change requests on your website. All members of your team can be granted access to the ticketing system to log tickets, issues and changes. In addition to this tickets can be logged via your Account Manager.
All Critical and High priority tickets are routed directly to our certified development team as a priority, assessed, acknowledged and actioned during working hours (subject to the Package subscribed).
Normal priority tickets are routed to our front line support technicians for triage. Our technicians ensure that the development team have enough information to resolve the issue in a timely manner, obtain time estimates from the developers, schedules resource and confirm when the ticket will be resolved via the ticketing system. Once a ticket has been resolved the ticket will be QA’d by one of the team and assigned to the individual who raised the ticket for sign-off before being pushed live in the next Release.
Contact one of our consultants today to find out more about our Magento Support service and packages.