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Support

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Taking on a Magento store

We regularly take on existing websites built elsewhere for ongoing support and development. It’s important for us to establish a benchmark of the code quality, security, health and current performance of your existing Magento store. To do this, we need to conduct an initial site assessment and will provide a full report back before undertaking any new work.

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New Magento stores

All new Magento solutions are sold with an inclusive support and warranty period providing peace of mind with your new eCommerce store. We also offer inclusive post live support plans to support you after the site is made live. Details of these will be provided with any quotation for a new website.

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Support

Understanding our clients needs is key to providing an efficient support service for your Magento eCommerce business. Our team are always available through our own unique ticketing system that ensures your site is given the support it needs in a timely manner.

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Project Development

All work carried out on a project or support basis will have an inclusive warranty and support period. Details of these will be made available to you with any quotation and can be discussed to suit your needs as required.

We’ve identified the following as key support values:
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    Flexible
  • transparent
    Transparent
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    Simple
  • imac
    Responsive
  • safe
    Reliable
  • pop
    ML Apps

Flexible

We don't tie our clients to fixed hours contracts and understand support may vary throughout the year, that's why we offer three simple support options which you can dip in and out of for any service we offer. Pay as you go where you can buy support as and when you need it on an hourly basis. Support plans where you can purchase a number of hours in bulk at a reduced cost and use these at any time over the following 12 months. Enterprise Support where you have unlimited access to our support services for one low fixed monthly fee.

Transparent

As a business owner you need to know how your support hours are being allocated. We offer a shared online support tracker for you to monitor which tasks are being worked on, the priority of each task and how much time has been used to complete them. All tasks are quoted for in advance and approved by you before we start work so you're always in control of the time used.

Simple

Support requests can be raised via your Magento admin panel in the support tab directly into our ML Apps system 24 hours a day.

We also offer telephone and email support during office hours to ensure you get the help you need.

Responsive

All standard support requests will be responded to within 1 business day, but normally the same day within office hours.

Site critical issues will be responded to within 1 hour during office hours and 4 hours out of office hours.

Reliable

Support is available 365 days a year from our Magento-certified developers and Magento-certified solutions specialist support team.

We always respond to all support requests and provide constant updates on the progress of your request.

ML Apps

We have built our own bespoke Apps system which is fully integrated into your Magento store providing you and your team direct access to our help desk, support ticketing system, support logs, tailored knowledge base and fully payments system, making it quick and convenient to contact our team.

ML Apps also provides a completely transparent way of working where our clients can control support time used, approve quotes and see all work in progress. This also provides access to who the task is with as well as historically what's been completed along with any notes and comments.