Magento Support Services

As an Adobe Solution Partner, we're dedicated to delivering comprehensive and flexible support for your Magento Open Source or Adobe Commerce website. Our cost-effective services are tailored to meet your specific needs, ensuring that your online store operates smoothly and efficiently. Trust us to be your go-to source for all your Magento 2 website support needs.

OVERVIEW

An official Adobe Solution Partner agency since 2018, we specialise in helping our clients master their Magento business. Starting from just four hours of pre-billed time per month, we recommend all eCommerce clients opt-in for an ongoing Support Plan for greater peace of mind.

This allows you to focus on what really matters: driving sales, selling products, and acquiring new leads, while our Magento certified developers concentrate on support services such as upgrades, improvements, optimisation, custom and security solutions, new features, and rapid fixes for your Magneto 2 Open Source and Adobe Commerce stores. Our ongoing partnership with Adobe leverages the most recent updates, features, performance improvements, consultations, and limited-edition deals, ensuring that you stay ahead of the competition.

As an eCommerce business owner, we understand how valuable your time is, and keeping on top of your Magento 2 website can be challenging. That's why we've devised a flexible support service that allows you to pre-plan a timely response for urgent issues, technical support queries, software, and security updates, training, or even help with creating graphics.

Our system offers peace of mind by helping you maintain maximum return on investment through minimising downtime and improving the overall efficiency of your Magento 2 website.

With our comprehensive Magento support, you can focus on what you do best, selling your products and growing your business, while we take care of the technical details. Our team of experts provide top-notch support, ensuring that your Magento 2 or Adobe Commerce website is always up-to-date and secure.

Being an Adobe Bronze Business Solution Partner, we go above and beyond to provide exceptional service to our clients. We offer free health checks to assess your site's status and identify any areas that require improvement. Our team of experts will provide valuable advice and guidance, ensuring that your Magento 2 or Adobe Commerce website is optimised for maximum performance.

Our Support service has grown from 33% of sales in 2022 to 38% in 2023 with an average client satisfaction rating of 89.5%, which is significant given the complex issues associated with Magento support.

Over the past year we have taken measures to improve our support offering as M2 matures and its support becomes more specialised. These have included adding seniority to our support dev team to help accelerate ticket resolutions, improved processes including auto deployment to our dev servers and more account management resources.
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SUCCESS METRICS

We manage our effectiveness by our response times on tickets, closure of tickets and also via a customer feedback survey.

Results of our survey sent out in May 2024.

0

%
of our clients find our support team to be extremely valuable

0

%
of our clients find our support team to be very responsive

0

%
of our clients find our support team to have a good technical understanding and approach to tickets

0

%
of our clients find the support calls to be extremely useful

0

%
rated our account managers performance as excellent

0

%
would recommend our support services to others

Support clients account for 40% of our turnover and this is reflected in our client satisfaction rating of 89.5% over the last 12 months.

KEY IMPROVEMENTS / INNOVATIONS

We use a dashboard and ticketing system that is unique to us, meaning that we can adapt it to our clients requests to help manage priorities more easily.

We’ve added submission fields to help encourage our clients to provide as much information as possible to the issue to minimise the back and forth with communication, and in turn resulting in quicker completion of tickets being solved/closed.


Our CRM system allows our support team to be able to collaborate more easily together on clients, giving our teams the ability to have an overview of all clients. This helps us keep track of the goals that our businesses want to achieve by setting reminders/automations to always keep on top of communication. It gives us the ability to see if our clients are using all the tools/new features we would recommend or are changing in the eCommerce industry, such as GA4, Cloudflare or Sansec.

Whilst we always provide regular meetings via video calls to keep in touch, we also like to have regular meetings with our clients, whether that’s them coming to us or us going to them. This can be general catch up meetings, discussion over a more complex project or to hold a strategy meeting to see where our clients want to be in the next six months to a year and how we can help them.


All of our clients are provided with a development server and copy of the site, so that features can be safely tested away from the production environment.

Our latest innovation automatically deploys development code to the dev environment, via Github Actions.

As well as increasing efficiency, the process acts as additional quality control since structural errors in code will cause the deploy to fail and alert us to the problem. The new structure for auto-deploys also minimises downtime and creates a process for rolling back to an earlier release if necessary, therefore improving the customer’s experience when deploying new features and fixes.


In time, we will extend this process to production environments, which will be hugely beneficial to busy sites where even five minutes of outage can cause noticeable sales disruption.

Future improvement in the pipeline include:


  • Automated ‘live’ deploys
  • Automated regression testing (visual testing)
  • Improved monitoring and error logging
  • Pro-active monitoring

WHY DID YOU CHOOSE ABSOLUTE

WHAT’S INCLUDED IN THE ABSOLUTE SUPPORT PLAN?

  • Dedicated Account Manager 

  • Dedicated client dashboard and ticket-based management and reporting system 

  • Adobe Bronze Business Solution Partner 

  • Team of Magento Certified Developers and Solution Specialists 

  • In-depth maintenance checks routinely performed on your site once per month 

  • Priority critical incident response 

  • Platform monitoring

  • Pro-active security updates 

  • Flexible budget management with reduced rate over-run 

ADOBE/MAGENTO CERTIFICATIONS

THE SUPPORT PROCESS

At Absolute, we offer a comprehensive support onboarding process for Magento 2 Open Source and Adobe Commerce websites, customised to each client's specific needs.

Our approach involves an initial site audit, undertaken by two of our senior Magento Developers, that takes approximately five hours. We'll produce a detailed report on your site's suitability for ongoing support. We provide the report in PDF format, highlighting any issues or suggested improvements.


In addition to the site audit, we offer a range of other services designed to help you optimise your website's performance, security, and user experience.


These include


  • Dev site setup: typically estimated at four hours
  • Dev site cloud hosting: £30.00 per month (ongoing)
  • Upgrade: treated as a mini project with a dedicated Project Manager to guide you through the process

  • Security and Maintenance Report: a monthly or quarterly check of various aspects of your site's security and performance including a module review
  • Performance Audit: a four-hour review of your site's performance metrics, with suggestions for optimisation
  • User Experience Audit: a four-hour expert analysis of your site's front-end functionality undertaken by an expert Magento Front End Developer, with solutions for mitigating any UX issues and improving performance
  • User Interface Audit: A thorough review (typically 8 hours) of your website's user interface by our team of experienced UI designers to identify any areas that can be improved, providing you with actionable insights to enhance the user experience and drive conversions.

At Absolute, we conduct these audits and checks manually, with a team of experienced Magento specialists. This ensures that you receive a personalised, high-quality report that reflects the unique needs of your website.

Contact us today to learn more about our support onboarding services and how we can help you optimise your Magento 2 Open Source or Adobe Commerce website.

MAGENTO SUPPORT FAQS

Can you help with maintenance and support for my existing Magento website?

If you're an existing Magento user, we can provide maintenance and support services, even if we didn't develop your site. Our team will conduct a health-check of your site's status and suggest any necessary improvements, such as upgrading an outdated Magento 2 version or addressing concerns about site performance.

Can you conduct a Magento Audit for my website?

If you're experiencing issues with your Magento store's performance or third-party integrations, our Magento Audit service can help. Our comprehensive audit investigates four key areas of your site, including technical, security, digital marketing, and migration to Magento 2. Our Magento-certified developers and Digital Marketing Team will identify areas of weakness and provide recommendations based on your site's specific requirements.

What other site and server health checks do you offer?

After onboarding, we conduct an essential security report to determine your Magento 2 version's up-to-dateness and indicate any required security patches to prevent known vulnerabilities. If you're a hosted customer, we also review your server provision for speed and security and offer services such as resource monitoring, alerts, and New Relic advanced analysis.

Can you help with improvements for Magento 1 websites?

We often provide support for existing Magento 1 installations, such as addressing security issues, increasing site speed, improving page ranking, or adding additional functionality. We may also make older sites responsive, but we typically recommend building a new site based on our Magento 2 boilerplate theme for a more cost-effective and secure solution.

Do you offer Magento 2 upgrade services?

Yes, we offer Magento 2 upgrade services based on our pre-developed Magento 2 boilerplate theme, which allows us to deliver a custom-designed and fully responsive store at a much lower price point. We can seamlessly transfer your customer and product data from your old site and ensure the correct 301 redirects are in place to maintain search engine rankings. Our Magento 2 projects start at £20,000, and you can learn more about the benefits of Magento 2.

OTHER CONSIDERATIONS

How can I ensure that your Magento agency is the right partner for me?

With over 29 years of experience, we are a trusted partner in building Magento 2 stores and websites. Our in-house team of certified Magento developers can handle upgrades and site maintenance to enhance your store's security, efficiency, and performance.

How does your support service work?

You'll receive access to a control panel, where you can report issues, monitor progress, and raise tickets. We monitor Magento alerts, security updates, and blogs and notify you of any new tickets raised. With our Support Plan, you'll have priority scheduling, crucial in addressing critical incidents, and your site will be automatically scheduled for updates to ensure smooth running.

Are your support contracts flexible?

Our Support Service is tailored to your ongoing site requirements. We can help with issue resolution, provide training via screen sharing, make design changes or banners to promote products, update product catalogues, and perform SEO audits to improve your search engine rankings. We offer a revised billing structure based on 15-minute increments, ensuring a cost-effective solution if the work required goes beyond your prescribed monthly budget.
CONTACT

Contact us to find out how our Support Team can help you increase traffic and drive sales.

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