MAGENTO SUPPORT SERVICES - MELBOURNE

The right support package depends on the length of time your site has been live and the revenue you're generating per year.

If you're a start-up or new store and generating less than $500K p/year then the PAYG package (hourly rate) is best.
This is so you can allocate more of your budget to building an audience and less to maintaining the website. 

If you're generating more than $500K p/year, you should consider a monthly plan so that you have priority support and additional budget can be allocated to site enhancements that will improve your key metrics.  

The response times depend on the priority of the issue.

LEVEL 1 issue - if the site can't transact then you're guaranteed a response within 2 working hours and we'll aim to resolve the issue within 1 working day. 

LEVEL 2 issue - if the site can still transact but there's a problem which affects a particular process or system (like site search), you're guaranteed a response within 2 working hours and a resolution within 2 working days.

LEVEL 3 issue -  if there are problems that have minimal or no impact on the customer’s ability to perform the major functions, you're guaranteed a response within 1 working day and a resolution within 5 working days.

Your Project Manager will be available on mobile, email and Skype so can be easily reached.  Alternatively you can log issues with other team members in the office who can follow-up for you.

NOTE: our SLA is only offered on our Monthly Support Packages. 

Before we take on another company's code, we need to do a detailed audit so that we understand how the site has been built and to identify any potential issues.  This will ensure we are prepared to take over the site when the time comes.

The audit will covers things such as:

• System checking - Magento version, store views, config settings, file systems and security check
• Performance review - existing optimisation, caching set-up, Html validation and performance bottlenecks  
• Templates - check templates and file locations
• Plug-ins - installed modules and extensions
• Coding standards - general coding standards and customisation
• Server configuration

All staff working on your account will log their time and provide detailed descriptions on the tasks performed. 

Your Project Manager will update a shared Google Spreadsheet every two weeks, so you can see what time has been spent on and hours remaining for the month.

Before we start a contract we'll agree to the minimum number of hours you're happy for us to proceed with, without getting prior approval.

For most of our customers, if a task takes less than 4 hours we just do the work and log our time.  If it's going to be more than 4 hours, then we'll provide a breakdown so you can approve the work before we commence.