The Magento Support Package is billed (for the 2 hour minimum) in advance per calendar month. For example, November’s support will be billed during October. Any hours in addition to the 2 hour minimum will be billed at the end of the month. For example, November’s overages will be billed at the beginning of December.
Casual support and development will be quoted and a 50% payment is required before work commences. The balance is payable 14 days after completion.
My website has been hacked, can you fix it for me?
Yes. We can scan your site for malicious code and clean it up. We’ll investigate the source of the hack and take steps to prevent it happening again.
What does priority support mean?
We are committed to responding to customer support requests within an hour but for Magento Support Package customer’s we typically respond within half an hour. If it’s an emergency you can expect us to address the problem within 15 minutes. Additionally, your tasks will be scheduled ahead of casual work orders submitted by clients who do not have a Support Package.
Can I sign up to the support package for 1 month?
No. There is a 3 month minimum as the the Magento Support Package is not intended as a discounted rate on casual work but as ongoing support or support for a specific project. Additionally, there are hidden costs associated with the package (e.g. the project management tools) and the 3 month minimum commitment ensures that we can offer clients the best rate possible.
Can the support package be used for a one off, fixed project?
Yes. Our Magento Support Package is a cost effective way to complete a specific project such as optimising or upgrading your site. Keep in mind the 3 month minimum commitment.