Project Enquiry
Adobe Bronze PartnerAdobe Bronze Partner

What Magento Services are covered?

Site Security

Site Security

Our approach to site security is comprehensive and proactive. We regularly upgrade Magento to the latest releases and stay vigilant by monitoring Adobe for new patch updates, applying them promptly to keep your platform secure. Our team continuously monitors for potential security breaches, ensuring that your site remains protected. In the event of any malware attacks, we respond swiftly to mitigate risks and safeguard your eCommerce environment.

General Maintenance

General Maintenance

We take care of bug fixes and routine updates to keep your store running smoothly and ensure it’s always open for trading. Our comprehensive maintenance SLA provides you with peace of mind, offering guaranteed response times tailored to the severity of the issue. This means that whether it's a minor glitch or a critical problem, our team will act swiftly to resolve it, minimising any potential disruption to your business and ensuring your store remains operational.

New Features & Enhancements

New Features & Enhancements

Your website requires ongoing enhancements to elevate the customer experience and boost key site metrics. We collaborate with you to identify and suggest new features that can drive these improvements. Our team will scope each enhancement and provide a fixed-price quote for implementation. We ensure that all activities are strategically aligned with your marketing initiatives and product release calendar, so your site evolves in sync with your business goals.

Analytics & Insights

Analytics & Insights

We are experts in Google Analytics 4 (GA4), ensuring your account is set up to deliver the reports that truly matter to your business. Our team can analyse your audience and engagement data, providing actionable insights to help you make informed decisions. Additionally, we can create customised Looker Studio reports featuring key metrics, which will be conveniently emailed to you every Monday, keeping you updated on your site’s performance.

Operational Support

Operational Support

We offer ongoing operational support, functioning as an extension of your marketing team to keep your website running efficiently. Our services include content uploads and scheduling, product spreadsheet preparation and importing, and image optimisation to ensure your site looks its best. Additionally, we can create and manage shopping cart and catalog price rules, helping you maintain a seamless and effective eCommerce operation.

Magento UPgrades

Magento UPgrades

Adobe's lifecycle policy clearly outlines when support for specific Magento versions will end, making it essential for websites to upgrade to continue receiving critical security patches. While these upgrades are substantial undertakings, our proven approach ensures that your site is rigorously tested and remains 100% stable with each upgrade. We manage the process smoothly, so you can stay secure and up-to-date without disrupting your business operations.

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Adobe Magento Support Plans

We understand that every business has unique needs, internal team sizes, and budgets. That's why we offer a range of support options designed to provide the right level of assistance for your Adobe Magento platform. 

  • Monthly Retainer

    Designed for larger retailers who require dedicated resources per month. With this plan you'll benefit from an SLA with guaranteed response times depending on the severity of the tasks. Retainers start at 30 hours per month and ensures issues or updates are handled promptly.

  • Maintenance Blocks

    By purchasing a block of hours upfront, you can ensure that general maintenance tasks are handled efficiently as needed. Time is logged on a time and materials basis, giving you the freedom to allocate these hours to various tasks. Blocks start at 20 hours and never expire.

  • NEW FEATURES

    For any new features or improvements that require more than four hours of work, we provide a separate fixed-price quote. This ensures transparency and allows you to budget effectively for significant enhancements. This approach applies to both our retainer and maintenance block support plans.

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What Our Clients Say

  • WeatherBeeta

    For over six years, we have partnered with Digital Outlook, and during this time Nigel and his team have been integral to our digital journey for Horseland in Australia and our Global Commerce project, which involved the rollout of B2B & B2C websites across the USA, UK and EU. 





    The Digital Outlook team provided us with clear guidance, comprehensive scoping documents, and well-defined development milestones throughout all projects. Their team truly embodies partnership in every aspect of web development and eCommerce.


    Steve CochraneHead Of Digital (partners since 2018)WeatherBeeta
  • Provincial Home Living

    Digital Outlook has been outstanding for our business. Before partnering with them to redevelop our website, they took the time to deeply understand our brand, customers, and market. Since then, they’ve seamlessly integrated with our business, dedicating the necessary time to grasp the detail our brand demands. They work closely with us to achieve and sustain the high standards we envisioned for our website.





    No request is ever too much, or problem too big. Nigel and the team respond swiftly, calmly, and efficiently to any challenges. We appreciate working with them, their professionalism, knowledge, and ideas that they bring to our team. I highly and confidently recommend Digital Outlook.


    Natalie Brusnahan Head Of Retail (partners since 2019)Provincial Home Living
  • SportsCo

    Digital Outlook has been a game-changer for our business. Unlike other agencies we've partnered with, they take the time to fully immerse themselves in our operations, gaining a deep understanding of our customers and industry. They seamlessly integrate into our team, working with us rather than just for us.





    They're always ready to go the extra mile, consistently bringing us innovative ideas and responding swiftly when there are issues. As a small business, we appreciate their focus on finding smart strategies to boost our revenue and streamline our processes. I highly recommend Digital Outlook and have confidently referred them to other businesses.


    Kate Peddie Marketing Director (partners since 2016)SportsCo
  • Havaianas

    After working with the team at Digital Outlook for a number of years, the quality of service and the whole journey was amazing. They are very process-driven in the way they scope their projects, UX and design perfect for our brand and development quality very good.





    From end to end, Digital Outlook has made our life much easier.


    Diogo Rodrigues eCommerce ManagerHavaianas
  • Market Lane Coffee

    We love working with Digital Outlook!





    Nigel and his team are professional and service-oriented, and have been great at understanding quite a complex brief and the needs of our business. They’ve implemented eCommerce solutions on both Magento 1 and Shopify, following a clear, structured process with no unexpected surprises.





    We have loved working with them, and highly recommend them!


    Fleur Studd Owner (partners since 2015)Market Lane Coffee
  • HomyPed

    Nigel and the Digital Outlook team are an absolute pleasure to work with! They are true professionals and masters when it comes to project management. They took time to understand the Homyped rebrand and worked closely with us to achieve our ambitious plans; delivering a high-quality ecommerce website, both on-time and on-brand, to ensure longevity for the business.





    Would highly recommend to anyone looking for a reliable digital partner!


    Brogan McClelland Marketing Manager (partners since 2018)HomyPed
  • A Taste of Harmony

    It has been an absolute pleasure to work with Digital Outlook. Right from the very start, they made an effort to understand the project and design a website that worked for all parts of our business and supported our Taste Of Harmony campaign.





    We've worked with Digital Outlook for more than four years and have doubled our participants and only have positive feedback on how great and easy to use the platform is, from our corporate partners and the public.





    The team continues to support our business and improve the platform year-on-year.


    Sebastian Geers Program Manager (partners since 2015)A Taste of Harmony
  • CareAbout

    CareAbout partnered with Digital Outlook in 2017 to develop our website at a time when the business was starting out.





    They led the process from start to finish, gaining a solid understanding of our business and requirements and they are a key part of our team as we continue to grow and the online platform becomes even more important.





    They have been professional, organised and responsive as well as fun to work with.


    Melissa Marshall Digital ManagerCareAbout

FAQS

Choosing the right support package depends on several factors.

For most businesses generating less than $1 million in annual revenue, a retainer may not be necessary. The size and capabilities of your internal team are also important—if you require extensive support, a retainer might be more appropriate.

Additionally, the condition of your website plays a significant role. If the original code was poorly implemented or if there has been a lot of customisation, the site may need additional support until it reaches a stable state.

It also depends on how involved you want our team to be in value-added areas. We can proactively make recommendations based on insights from GA4 and other reporting tools or simply respond to issues that you raise and log. Our preference is to take a more proactive approach, offering strategic guidance and improvements, especially if the allocated hours allow for it.

No, your hours do not expire. For retainer plans, any unused hours will roll over to the next month, ensuring you get full value from your plan. Similarly, hours purchased in maintenance packs do not expire, giving you the flexibility to use them as needed, whenever you require support.

All staff working on your business will log their time using the Toggl time management app and provide detailed descriptions of the tasks performed. Your Project Manager will update a shared Google Spreadsheet every month, allowing you to easily see what time has been spent on, the specific tasks completed, and the remaining hours for the month. This transparent process ensures you're always informed about the work being done and the status of your support hours.

Our retainer response times are prioritised based on the severity of the issue.

For LEVEL 1 issues, where your site is unable to transact, we guarantee a response within 2 working hours and will begin working on a fix immediately, aiming to resolve the issue within 1 working day.

LEVEL 2 issues, which affect specific processes or systems (like site search) but do not stop transactions, also receive a guaranteed response within 2 working hours, with a target resolution time of 2 working days.

For LEVEL 3 issues, which have minimal or no impact on major functions, we guarantee a response within 1 working day and aim to resolve the issue within 5 working days.

Please note that our Service Level Agreement (SLA) is only available with our retainer support packages. However, we do prioritise LEVEL 1 issues for maintenance block customers and will respond to these as quickly as possible.

No, we do not charge extra for weekend or holiday support. The hours are logged as usual, and there are no penalty rates applied. You can count on our support whenever you need it, without any additional costs.

Yes, we do. We are your dependable Plan B when Plan A falls short, offering a reliable partnership to revive and optimise your Magento platform. Specialising in the takeover of existing stores, we create a tailored strategy to stabilise and enhance performance while establishing a proactive team dedicated to ongoing maintenance and support.