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A Solution For Every Magento Store

MAGENTO SUPPORT SERVICES - MELBOURNE

Magento is a powerful and complex application that requires an experienced and steady hand at the helm. With Magento Managed Services from Digital Outlook, a dedicated team of Magento professionals and certified developers take control of your site, ensuring it’s running in optimal condition and continuously enhanced.
  • 8+ years experience building and maintaining Magento websites
  • Certified Magento development team
  • Magento Community and Enterprise Ed
  • Quick response times with guaranteed Service Level Agreement
  • Initial site audit, including performance and functional analysis
  • Detailed on-boarding and kick-off process
  • Dedicated Project Manager
  • Flexible pricing options
We’re managing the online stores for established retailers and successful start-ups.

what services are covered?

We provide a range of Magento services, depending on your in-house expertise and level of support you need.

General Maintenance

Bug fixes, security patch updates and routine updates to ensure your store is always open for trading.

New Feature Enhacements

Development of new features and functionality to ensure your store evolves and keeps pace with your marketing programs.

Analytics & Insights

Set-up of Enhanced Ecommerce tracking and monthly insight reports, to help teams make informed decisions.

Content Management

Prep and upload of products for new season refreshes and regular product drops, as well as other content updates.

Magento Migrations

If your site is hosted by your current agency or you're locked into a hosting provider, we can migrate it onto an AWS environment that you own.

Support

Our dedicated and friendly Project Managers won't baffle you with overwhelming technical jargon. (Unless you want us to).

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Magento Support Packages

The level of support you need will depend on your monthly revenue, in-house capabilities and targets you've set for the future.

We have monthly retainer support packages and a flexible support option for more ad hoc maintenance.

RETAINER SUPPORT PACKAGES
Type of support

A monthly retainer, where a set number of hours per month is allocated to optimising and maintaining your website, by a dedicated team of developers and project managers.

Perfect for

Established online retailers looking for proactive site optimisation, with a regular program of work that needs to be implemented on an ongoing basis.

Our Service Level Agreement will ensure you always have resource available to support your store.

Communication

Weekly Work In Progress meetings / calls are held to recap on the previous week's work, plan for the week ahead and scope out any new projects.

Timesheet reports are updated fortnightly to monitor hours used and what's available for the month.

Types of packages

20hr, 40hr and 60hr+ p/m packages are available, at a discounted hourly rate the higher the number of hours.

FLEXIBLE SUPPORT
Type of support

A flexible support model where ad hoc updates and general maintenance is undertaken without a monthly commitment of hours. Work will be scheduled based on our studio capacity at the time.

Perfect for

Retailers who don't require continuous improvements each month and a dedicated team to maintain their website.

Perfect for ad hoc enhancements, general maintenance and bug fixes.

Communication

Communication will be constant while we're working on your tasks and the level of proactiveness outside of this depends on your support requirements.

Timesheets for any maintenance tasks can be viewed via a realtime report so you can keep track of hours.

Types of packages

New Features and Improvements are quoted up front at our full hourly rate and maintenance tasks are charged on a Time and Materials basis and billed at the end of the month.

Types Of Enhancements

We do much more than just bug fixes, working in partnership with retailer's to implement new features to improve revenue and the operating efficiency of their business.

WHOLESALE PORTAL
WHOLESALE PORTAL

Comfort & Fit

A Portal for wholesalers to view stock levels and prices for thousands of skus and place wholesale orders. Backorder timeframes are clearly communicated and order status and history available, all minimising the administration time at Head Office and providing a value-added service for wholesalers.

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Abandoned Cart Email
Abandoned Cart Email

SA1NT

Guest and registered members who abandon their cart are sent an email within 24 hours, with a dynamic layout depending on the number of products left behind. This is followed-up with a second email if the order isn’t placed with a 10% offer automatically applied when they click to the cart.

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Recurring Payments
Recurring Payments

Shop Solutions

Implementation of recurring payments for replenishment products that customers frequently purchase.  Subscriptions can be paused, cancelled or rescheduled and notification emails sent for any failed debits.

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Homepage Rebuild
Homepage Rebuild

Havaianas

Design and build of a new responsive homepage with banners to promote core categories and collections and the latest release products.  Continuous AB testing (using Optimizely) ensures the content and messaging is constantly fine-tuned to increase conversions.

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Product Pre-Order
Product Pre-Order

SA1NT

Pre-order functionality added to collect orders and payments for soon to be released products.  The Pre-Order flag and due dates are clearly flagged on all pages and in the order confirmation email so there is no confusion for the customer.

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Migration & Performance Optimisation
Migration & Performance Optimisation

Shop Solutions

Migration of the Magento website from a shared server to a dedicated AWS environment. Additional database optimisation and set-up of varnish cache reduced response times by 70%.

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Google Shopping
Google Shopping

Oishi-m

Set-up and management of Oishi-m’s Google Shopping feed, selling own brand and external brand products to a wider audience. Products, images, price and stock availability is automatically updated daily from a Magento product feed.

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Buyers Guide
Buyers Guide

Carryology (Bellroy)

Feature rich Buyers Guide for bags and EDC products, with expert scores, reader reviews, videos and a recommendation engine for users still in the research phase.  Specifically created on the back of our SEO research and to capture search traffic looking for “Best of…” search phrases.

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Google Analytics Enhanced Ecommerce
Google Analytics Enhanced Ecommerce

Havaianas

Set-up of Google Analytics Enhanced Ecommerce for detailed reporting on the performance of Havaiana’s listing pages, merchandising and product performance.  Enhanced Ecommerce allows for in-depth analysis of the Checkout funnel, applying filters to understand abandonment by device, user type (new vs returning) and other segments not normally available using standard tracking.

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1. Site Audit (2-4 weeks)
  • Code audit
  • Performance analysis
  • Extension review
  • Functionality analysis (basic)
  • SEO review
  • Migration (if required)
2. Planning (2 weeks)
  • Team introductions & kick off
  • Jira and Basecamp set-up
  • Create prioritised task list
  • Present audit findings
3. Maintain & Grow (Ongoing)
Level of support depends on support packaged. Please refer to our services list.

FAQs

If you have any questions that aren't covered below, please contact us and we'll be happy to answer any queries you have regarding our support packages.

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 $200K p/a 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 $200K p/a, 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.  In reality, your dedicated Project Manager or Production Coordinator can be reach immediately and we can investigate as soon as it's logged.

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.

Discover how Digital Outlook & Magento can benefit your business.

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