Our Magento technical support team works alongside clients to support their eCommerce websites. Their priority is to ensure all Magento support websites are kept up to date with the latest Magento patches and updates. In addition to this our dedicated Project Managers manage client support requests to ensure that feature requests and enhancements are implemented continually on our Magento support websites.
Magento Support Team
The Magento support team consists of Magento Certified Developers and Solution Specialists. Having specialists in each area of Magento allows us to deliver efficiently and effectively. Your Project Manager will be on hand to organise and prioritise new support tickets, and Account Manager will act as a linchpin for communication.
Magento Support Process
Magento Support works on a retained basis (days per month) which means that development resource is ringfenced for your website. An element of flexibility is available should you wish to take additional days for a particular project or season. Tickets are logged through our ticketing system or via your Project Manager and worked through in priority order (defined by yourself). We provide a weekly call, monthly report and quarterly roadmap meeting to ensure communication is on point.
Reporting, Monitoring & Proactivity
Your Project Manager (PM) will ensure communication happens on a frequent basis, using the predefined framework. Our ticketing system allows you to log issues and communicate in relation to them. This is no substitute for verbal communication which should happen as a minimum once a week on a weekly technical support call. At the start of each month your PM and Account Manager (AM) will provide a monthly report which will contain various metrics in relation to your website, in addition to information about support tickets. On a quarterly basis, we offer a Quarterly Roadmap Meeting which provides a forum to discuss developments with Magento and plan out future projects.
Technical Support Touchpoints
- Ticketing System
- Weekly Call
- Monthly Report
- Quarterly Roadmap Meeting