Magento Hosting & Support
We provide a truly complete Magento hosting and support service, taking away multi-supplier relationships to leave the responsibility solely with us, if that’s what you wish to do.
We cover hosting, 24/7 monitoring and support, technical queries, hotfixes, patches, continuous Magento development, ecommerce strategy and more. Our clients can have one point of communication and access for all their digital needs.
Our approach to hosting is simple, and one question – “how can we help you?”
We have built close relationships with key Magento hosting partners, and modelled our support service to provide a level of support that is unsurpassed.
We expect to take the weight of the hosting platform – whether you’re buying it through us, and there’s one contract with us, or you’re buying it yourselves, and we’re complimenting the service – away from you. So when there’s a site issue, or request that needs actioning, we act as your partner, and buffer for your hosting platform.
Our own in-house devops staff and dedicated Magento sys admins will understand your site, the Magento stack and the operating system setup.
We want to know your site performance and security inside out, and improve on it. Also, when your key trading times are, and sales, and work with you to make sure your site is performant.
Our clients’ sites have global reach and need to be available all day, every day. We structure our service and support to reflect that, and provide 24/7, 365 support. Therefore, we track and monitor your site, on-site and remotely, and react accordingly – whether it’s proactive scale and contingency planning or reactive responses.
We also use New Relic across all our sites. The data provided to us is invaluable and allows us to piece together very quickly what was happening on the site at a particular moment in time, from hardware, through operating system, the Magento platform and the requests taking place from the client device to the site.
Support & Customer Service
Our support service is second-to-none. Whether you want to raise critical tickets out of hours, have a catch-up call with your assigned account manager, ask questions of your Magento Certified tech lead, we’re here to serve and support you. Our whole technical support structure is based around providing straightforward and clear customer service and support to you, and respond accordingly to your requests.
Support structure at a glance :
- A clearly worded SLA in place
- Assigned account manager
- Regular update meetings and calls
- An open ticketing system
- Monthly rolling contracts
- A transparent interface on top of any hosting solution so we are the “first port of call” for you
- Access to key staff by telephone, face to face or email