A new eCommerce website is not the end of the journey. The website needs continual support and maintenance, in addition to ongoing development to ensure the site is secure and meets the evolving demands of your customers and business. This is why PushON offers a comprehensive Magento support package.
As Magento Solution Partners and a certified Magento development agency, it is important for us to maintain a high level of care and service to our clients, which goes beyond developing a new site build or migration. Our Magneto technical support team works alongside clients to support their eCommerce websites, to ensure the site is performing as it should and fix any issues that may occur, while offering you guidance. Their priority is to make sure all Magento support websites are up to date with the latest Magento patches and updates. Our dedicated and certified Magento Project Managers will manage client support and feature requests, while guaranteeing all enhancements are implemented on your Magneto website(s). Magento 1 and Magento 2 support services are included and will be tailored to your requirements..
Magento Support Team
PushON’s 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 organise and prioritise new support tickets, and your Account Manager will act as a linchpin for communication.
Magento Support Process
Our Magento support service works on a retained basis (days per month), which means that development resource is ringfenced for your website. However, we can be flexible if you wish to take additional days for a particular project or season. Support tickets are logged through our ticketing system or via your Project Manager and worked through in priority order. You define the order of priority; however, our Magento support team will offer guidance if they feel another ticket has a higher level of priority. We provide weekly calls, a monthly report and quarterly roadmap meeting to ensure communication is on point and to give more assistance on a face-to-face basis. In between weekly calls, you will receive regular contact from your Account and Project Manager.
Technical Support Touchpoints
- Ticketing System
- Weekly Call
- Monthly Report
- Quarterly Roadmap Meeting
Reporting, Monitoring & Proactivity
Your Project Manager and Account Manager will be your main point of contact throughout the project. They will ensure regular communication is maintained, using the predefined framework. Our Magento support ticketing system allows you to log issues and discuss them however, this is no substitute for verbal communication, which should happen as a minimum once a week during a weekly technical support call. At the beginning of each month your Project Manager and Account Manager will provide a monthly report, which contains various metrics concerning your website, along with an update regarding the status of any support tickets. We offer a Quarterly Roadmap Meeting to provide you with an opportunity to discuss developments with Magento, plan future projects and gain more of an understanding of how the platform works. It is also an opportunity to bring in additional members of your team.
Get in Touch
For more information about our Magento support service, have a chat with one of our Magento Certified Developers today on 0161 820 7628 or send us an email to firstname.lastname@example.org.