Support & Maintenance

Just select the package that you need and submit the details in our contact form. Once we receive this we will get you set up in our ticketing system, organise payment and once this is received your support and maintenance will start.

Yes we do! If you want to prepay for one year you get a 10% discount on the package. Just get in touch with us to discuss this.

Yes. We can build tailor made packages to fit your needs. Contact us to let us support your specific business requirements.

If you require more hours than you have allocated in your package, and we have the availability to facilitate this then you have two options. You could subtract the hours from the following month's subscription or you can choose to have it billed separately at the end of each month at our hourly rate. We only guarantee that we will be able to deliver your agreed monthly package and cannot guarantee any additional requests in a billing month if we do not have the capacity to deliver.

This is a subscription agreement and therefore the hours do not carry forward into the next month. We only take as many support agreements as our team can manage, therefore we guarantee the development time and our client guarantees the support tasks. You can always switch between packages in case you need more or less development time. You only need to notify us 30 days before the next billing cycle.

Tickets are handled via our ticketing system Jira. Depending on the agreed retainer package, your slot will be divided per four working weeks and it will result in a guaranteed number of hours per each week, during which our dedicated developers will actively work on your tickets.

All support tickets will be solved during days and hours of business operation, Monday to Friday, from 10 AM – 6 PM, GMT, excluding holidays and national free days. Support requests received after operating hours will be reviewed and assigned the following business day.

Critical tickets (tickets that imply an online shop not being functional in terms of uptime or payment) will be actioned immediately as these enter our ticketing system, during the operating hours, or first thing next business day outside of operating hours.

We have no locked-in agreements. Our partners are free to terminate the agreement as soon as they believe their interests are not represented anymore. Our support packages are flexible, thus, you can reserve an 8h package this month and no support package next month. All you have to do is provide a 30 day notice and that’s it.

If you pre-paid an annual package, received your 10% discount and chose to terminate the agreement, unfortunately, we won’t be able to provide a refund.

Magento version updates can take up a lot of time, to make sure you select the best support package for our needs please see the magento docs upgrade support times to gauge the amount of support you will need. If your support package does not cover the time required for a magento version upgrade you will be billed for the additional time at our hourly rate.