As a Magento Support Package customer you can expect priority service and scheduling.
Need expert Magento support to run your store?
We can help. Create Hosting offers a Magento Support Package exclusive to existing hosting clients. We’ll ensure that your business is getting the maximum out of Magento as an E-commerce platform and ensure that you are following best practice. Plus, you’ll get priority support and scheduling.
We can take care of all your Magento and website management needs and put together a customised plan to suit your business. This includes Magento catalogue updates, promotion creation, Magento extension installation, Magento upgrades (must already be at Magento CE version 1.9+), comparison shopping feed development, diagnosing Magento related problems, SEO, reporting and advice.
All services are charged at $85/hr + GST with a minimum of 2 hours/month (our normal Magento support rate for Create Hosting clients is $129/hr, with a casual rate of $145/hr for non clients).
This service is available to existing clients only, and based on availability. Your Magento installation will need to be hosted on our servers on either the Mage Lite, Mage Plus or MageVPS Hosting Plans.
Can I use this for a fixed project?
Yes. Our Magento Support Package is a cost effective way to complete a specific project such as optimising or upgrading your site.
What does priority support mean?
We are committed to responding to customer support requests within an hour but for Magento Support Package customer’s we typically respond within half an hour. If it’s an emergency you can expect us to address the problem within 15 minutes. Additionally, your tasks will be scheduled ahead of casual work orders submitted by clients who do not have a Support Package.
When and how will I be charged for this?
The Magento Support Package is billed (for the 2 hour minimum) in advance per calendar month. For example, November’s support will be billed during October. Any hours in addition to the 2 hour minimum will be billed at the end of the month. For example, November’s overages will be billed at the beginning of December.
I don’t think that I need long term support, can I just sign up for one month?
No. There is a 3 month minimum as the the Magento Support Package is not intended as a discounted rate on casual work but as ongoing support or support for a specific project. Additionally, there are hidden costs associated with the package (e.g. the project management tools) and the 3 month minimum commitment ensures that we can offer clients the best rate possible.
What if I sign up at the end of the month? I don‘t want to be billed if there isn’t time to do the work.
If we are unable to schedule at least 2 hours of work before the end of the month we will advise you to only start the Magento Support Package in the new month.
Can you guarantee that I won’t get a surprise bill for overages?
Almost definitely. We provide time estimates for all tasks submitted. We also track all time spent on your tasks and our system alerts us when we are nearing the budget limit. You can login at any time and view detailed time logs, see where the project is at and view the amount of time spent on your account for the month. We can also supply you with a time tally upon request or let you know when it is nearing the budget for the month.
What is Basecamp?
Basecamp is the project management tool and collaboration tool that we use to track tasks and communicate with clients. We find that it works really well. You have full access to your specific “project” for the duration of your Magento Support Package. To find out more about this tool visit https://basecamp.com/.