Support & Maintenance - Spectre Creative

Support & Maintenance

Exceptional support for your eCommerce website and apps

Partnership focused support that drives your eCommerce website forward.

Get web support that works

We offer support for all of our projects:  Custom Apps, Headless, Laravel, Magento, Shopify, BigCommerce, and WordPress. Whatever technology you have in place we have a support package to suit your needs.

We have been working with eCommerce brands to optimise and support their online growth and have learned a thing or two about offering the best support for our clients and their ever changing needs.

We have taken a different approach to support and maintenance. No Contracts, no restrictions, fully flexible and consistent service offering.

We have different levels of support and the only thing that changes is the amount of time we focus exclusively on your website. It is that simple.

No Contracts

You do not need to sign up for a minimum term when it comes to our support offering. You can stay with us for as long or as little as you need, just give us 30 days notice and we will stop carrying out maintenance and support on your website.

We do offer a discount of 10% when you sign up for 12 months but either way you will receive the same great service.

No Restrictions

We don’t think that support and maintenance should be restricted to any particular design or development service that we offer. You can take full advantage of all of our services within your support package, no restrictions, no confusion, no hassle.

Fully Flexible

We know that your website needs change as you grow so we do not ask you to stick to any amount of support or maintenance. You can increase or decrease your support package at any point while working with us. Just give us 30 days notice prior to your next billing cycle.

Consistent Service Offering

We do not offer gold, silver or bronze support packages. We don’t believe that if you pay more you should receive better service from our team. Regardless of the amount of support you need you will receive the same consistent quality of service from our dedicated team. That is our guarantee.

Support and Maintenance FAQ

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.

Support Pricing

8 hours per month

£480/pm

16 hours per month

£960/pm

32 hours per month

£1920/pm

64 hours per month

£3840/pm

All of our support levels offer the same great features

  • Bug fixes
  • Consulting
  • Website Customisations
  • Code changes & content changes
  • Graphic and visual updates
  • Integrations with third-party systems & services
  • Extension installations
  • Version upgrades
  • Website uptime & performance monitoring
  • CMS security analysis & vulnerabilities patches
  • Periodic site performance reviews
  • Development of additional features
  • Other enhancements & changes as per business needs

Contact

Get eCommerce support

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