Magento support agency
PushON is a specialist Magento support agency providing ongoing technical support for Magento Open Source platforms. We’ve been working with Magento since 2008, supporting retailers and B2B businesses to maintain stable, secure and high-performing eCommerce platforms.
Magento platforms require regular maintenance to ensure they remain secure, reliable and aligned with business requirements. PushON’s Magento Technical Support service provides a structured way to manage platform maintenance, resolve issues and apply updates without disrupting day-to-day operations.
Our support service allows merchants to raise tickets for minor defects, platform maintenance and small changes while ensuring the wider development roadmap can continue through a dedicated development retainer.
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Magento technical support
PushON’s Magento Technical Support service is a ring-fenced support function designed to maintain the core platform and address issues as they arise.
Typical Magento support tickets include:
- Installing security patches
- Fixing minor defects and bugs
- Small configuration updates
- Minor functional changes
- Investigating platform issues
Support tickets are typically resolved quickly and do not require the involvement of a full project team. Tasks that fall outside the scope of technical support are transitioned into a Magento Development Retainer backlog where larger improvements and feature development can be prioritised.
Proactive Magento monitoring
Magento support isn’t just reactive. PushON proactively monitors Magento platforms to identify potential issues before they affect your business.
Our monitoring includes:
Performance Monitoring
Monitoring application performance and infrastructure to identify issues that could impact site speed or stability.
Uptime Monitoring
Continuous uptime monitoring ensures any downtime is quickly identified and investigated.
Security Monitoring
Monitoring Magento security releases and applying patches where required to ensure your platform remains secure.
Platform Health Checks
Regular checks against Magento best practices to ensure the platform continues to operate efficiently.
If an issue is identified during monitoring, it is logged within the support system and addressed as part of the support workflow.
Reactive Magento support
PushON provides a structured ticket-based Magento support process designed to resolve issues quickly while maintaining visibility for the client team.
When a support request is raised, it is assessed and prioritised through our support desk workflow:
Triage
The support desk reviews the request to confirm scope and determine whether it falls within technical support or development work.
Prioritisation
Tickets are prioritised based on urgency and business impact.
Scheduling
Support tasks are scheduled within our support sprint cycles.
Resolution
Developers complete the task, which is then verified through our quality assurance process before release.
This workflow ensures issues are handled efficiently while maintaining a structured support backlog.
Communication and reporting
Magento support requires clear communication between your business and the development team supporting the platform.
PushON’s Technical Support service is managed by a Support Desk Manager, who acts as the primary point of contact and coordinates support activity across the development team.
Our communication rhythm typically includes:
- Weekly updates outlining progress and upcoming releases
- Monthly reporting covering support activity and time utilisation
- Quarterly roadmap discussions to review platform priorities
This ensures businesses maintain visibility over support activity while planning future platform improvements.
Onboarding to Magento support
For businesses moving their Magento support services to PushON, the onboarding process ensures our team gains a full understanding of the platform before support begins.
Onboarding typically includes:
- A business immersion workshop to understand your products, customers and objectives
- A Magento platform audit reviewing infrastructure, integrations and customisations
- Backlog refinement to prioritise support tasks and development requirements
This process ensures our team can provide effective support from the outset.
Magento expertise you can rely on
PushON has been part of the Magento ecosystem since its early days and has supported Magento merchants across a wide range of industries.
Our team includes certified Magento developers and specialists with experience across:
- Magento Open Source development
- Platform maintenance and optimisation
- System integrations
- Platform upgrades and migrations
As long-standing Magento specialists, we understand the technical challenges businesses face when operating and scaling Magento platforms.
Is Magento technical support right for your business?
Magento Technical Support is typically the right service for businesses that need:
- Ongoing platform maintenance
- Fast resolution of defects and bugs
- Regular security updates and patches
- Support for minor platform improvements
For organisations with a roadmap of larger improvements, Technical Support is usually combined with a Magento Development Retainer that focuses on delivering new functionality and platform enhancements.
