Adobe Commerce (Magento) Technical Support
Supporting your Adobe Commerce (Magento) businessPushON has been working with Adobe Commerce (Magento) since 2008 and became official Adobe Commerce partners in 2012. Providing reliable Technical Support to Adobe Commerce (Magento) businesses is a core pillar of our service to clients in order to maintain and scale their websites.
Technical Support
Our Adobe Commerce (Magento) Technical Support is a ringfenced service that enables you to log tickets to; install essential security patches, fix minor defects and make minor changes. Typically, a Technical Support ticket will take less than half a day to resolve, and not require a Project Manager to manage. Tickets raised that fall outside of this service are transitioned to your Development Retainer backlog for resolution.
The Technical Support service is managed by our dedicated Support Desk Manager who is responsible for resourcing, allocating and reporting. The Support Desk Manager is the key contact for all Technical Support related services; however, they are assisted by the Account Management Team and Business Analysts where required.
Would you like to discuss your technical support requirements with us?
Proactive Adobe Commerce (Magento) Monitoring
Our Technical Support team will proactively monitor your Adobe Commerce (Magento) instance, and environment, for performance, availability and conformity to best practices if exceptions are identified they will be logged on your behalf within the ticketing system.
1. New Relic
Performance monitoring, provided as part of Adobe Commerce Cloud.
2. Pingdom
Uptime monitoring, provided as part of our Technical Support service.
3. Magento Security Scanner
Adobe’s own security scanner, available to both Adobe Commerce and Magento Open Source businesses.
4. Adobe Commerce Cloud SWAT
Performance monitoring, provided as part of Adobe Commerce Cloud.
5. Adobe Security Newsletter
Notification of upcoming releases and security patches from Adobe.
Reactive Adobe Commerce (Magento) Support
Our reactive Adobe Commerce (Magento) support solution is run through a ticketing system. Fill in a simple form to raise a new task and select from either Critical or Normal priority. If a task is marked as Critical it will be expedited. The ticketing system and backlog is managed by our Support Desk Manager.
Adobe Commerce (Magento) Support Workflow
The Adobe Commerce (Magento) support workflow has been designed to balance both agility and efficiency, comprising four key steps:
1. Triage
Ticket initially assessed by Support Desk Manager. If the ticket does not meet the criteria for support, it will be moved to the Development Retainer backlog. If the ticket is unable to be replicated/understood further clarification will be sought.
2. Prioritise
The ticket will be added to the Technical Support backlog and worked through in an order agreed between the Client and Support Desk Manager. Where possible we aim to have minimal tickets in-flight at any one time.
3. Schedule
Technical Support time is scheduled throughout the month in single day sprints.
4. Resolve
Developers work to complete the scope of the ticket. The ticket is then Quality Assured by our QA team, prior to being accepted by the Client and released according to our agreed release schedule.
Our Technical Support Communication Rhythm
Our Support Desk Manager is the primary point of contact for the Technical Support service, with support from Account Managers and Business Analysts where required. The Support Desk Manager will deliver weekly updates, monthly reports and participate in the quarterly roadmap meeting (where appropriate).
The weekly update provides a brief overview of tasks progressed during the week prior, budget utilisation, tasks that will be released during the next release cycle and any tasks requiring input from the business or third parties. The monthly report offers an overview of how time has been utilised, which tasks have progressed, and several proactive reports for both performance and availability. Finally, the quarterly roadmap meeting (QRM) provides a mechanism for planning and strategic thinking across all service areas; technical support, development retainer, organic marketing and paid media when multiple services are procured.
Would you like to discuss your technical support requirements with us?
Onboarding to our Technical Support Service
For existing Adobe Commerce (Magento) businesses wishing to migrate to PushON for Technical Support onboarding involves; a business immersion workshop, Adobe Commerce (Magento) audit and backlog refinement.
The business immersion workshop enables the wider team to understand more about the business, products, customers, ambitions amongst many other pivotal elements. Running an Adobe Commerce (Magento) audit facilitates the Technical Support team to be able to take over the platform; understanding the infrastructure it sits on, integrations and any third-party modules/customisations. Finally, a backlog refinement meeting kicks off the Technical Support service, to ensure that high-level requirements have been captured in our ticketing system and they have been prioritised according to severity and business need.
Adobe Commerce Partnership & Certifications
PushON have been working with Adobe Commerce (Magento) since 2008, with Technical Support clients in a wide range of industries. Our partnership with Adobe (Magento) dates back to 2012, making us one of the oldest Adobe (Magento) partners in the UK. Our certified Technical Support and development team are well versed in onboarding new Technical Support projects, as well as post-launch transition to the Technical Support service.
“PushON has been an Adobe (Magento) Partner since 2011. Their ethos is all about focusing on helping their clients drive growth. Their customer testimonials are some of the best we’ve seen which speaks volumes about their reputation. We are delighted they are an Adobe Partner”
Do you need technical support for your Adobe Commerce (Magento) store?
Contact us on 0161 820 7628 or email us today
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