Our Magento support packages provide a dedicated team of certified Magento developers on a monthly retainer, with the flexibility to scale your hours as your store grows. All support plans include a dedicated account manager, access to our ticketing system, and monthly security and maintenance reporting.
WHAT ARE MAGENTO SUPPORT PACKAGES?
Flexible Magento support packages and retainers designed around your store's needs, covering everything from routine maintenance to ongoing development and new feature builds.
Our Magento support packages are designed to ensure the smooth running of your store, while giving you the development resource to keep improving it. Whether that's fixing issues as they arise, or building out new features, your retainer covers both.
They encompass the full range of ongoing store needs, from technical troubleshooting, security updates and performance checks, to growth-led improvements. Our Magento support plans are designed to keep your store moving forward as trends emerge.
With a Magento support plan in place, your developer knows your store, your codebase, and your priorities, so you're not starting from scratch every time you raise a ticket.
Whether you're on Magento 2 Open Source, Adobe Commerce, or Hyva, having reliable Magento support in place is crucial to the ongoing success of your store. Our Magento support retainers are designed to make sure your store stays secure, at optimal performance, with a team ready to act when you need it the most.
We offer three Magento support plans, from a light-touch four-hour retainer through to a high-hours package built for growing and enterprise stores with an active roadmap.
Our Magento support packages go well beyond security and maintenance. Retainer hours can be put towards new feature development, frontend styling, third-party integrations, performance improvements, and SEO optimisation.
Nothing gets lost in the process. Your dedicated Magento account manager oversees how your hours are used each month, making sure your Magento support plan stays focused on what matters most to your business.
Bronze
Silver
Gold
Support Hours per Month
4
8 - 16
16+
Account Manager Calls
1 per month
2 per month
1 per week
Access to Ticket Board
Yes
Yes
Yes
Monthly Security & Maintenance Report*
Yes
Yes
Yes
Business Review with Senior Team
Every 6 months
Every 3 months
Every 3 months
Uptime Monitoring & Downtime Alerting
Yes
Yes
Quarterly Technical SEO Audit*
Yes
Yes
Quarterly UX Audit*
Yes
Quarterly Performance Audit*
Yes
*These reports/audits are deductible from your monthly retainer hours
DRIVEN BY HONEST CLIENT FEEDBACK.
100% of our clients would recommend our support services to others – our approach is built on results
Our Magento support service accounts for over 44% of our business, which means it's not an afterthought, it's a core part of who we are. We've invested heavily in our support team, with senior Magento developers on hand to accelerate ticket resolutions and building processes that keep things moving quickly and efficiently.
Every support client gets access to a dedicated ticketing system, built and adapted specifically for our clients’ requirements. It's designed to keep priorities clear, communication tight, and resolutions fast.
We don't wait for things to go wrong. Our team proactively monitors your store, applies security updates, and conducts monthly maintenance checks to keep your Magento or Adobe Commerce site secure, stable, and performing at its best.
MAGENTO SUPPORT THAT DELIVERS, BACKED BY CLIENT FEEDBACK.
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 June 2026.
0
%
would recommend our support services to others
0
%
find our support team to have a good technical understanding and approach to tickets
0
%
find our support team to be very responsive
0
%
rated our account managers performance as excellent
0
%
find our support team to be important to the success of their website
0
%
are satisfied with their experience with our support service
Find the Magento support package that works for your store. Our team is ready to talk through your options and build a plan around your needs.
Choosing the right Magento support agency matters. These are the things our clients tell us make the biggest difference.
Magento support that moves quickly
We review our support schedule on daily triage calls, so we can action client needs more quickly. Less waiting around, more getting things done.
Responsive same-day Magento support
We aim to respond to every support ticket within 24 hours during the working week. Your issues are never left sitting in a queue overnight.
Secure code storage and version control for Magento stores
All code is stored securely off-site with full version control, protecting against hardware failures. Multiple developers can work across your codebase efficiently without causing conflicts.
Dedicated Magento support ticketing system
Every support client gets access to our ticketing system to raise issues as they happen and track them through to resolution. Nothing gets lost in the process.
Transparent Magento support retainer reporting
We use a dedicated CRM to estimate, track, and update your Magento support plan each month. You always know exactly where your retainer hours are going.
Certified UK-based developers
Our policy is never to outsource. Our UK based team of certified developers ensure all Magento code is of a higher standard and delivered more efficiently.
THE CERTIFICATIONS BEHIND OUR MAGENTO SUPPORT PACKAGES.
Our team of Magento developers hold multiple Adobe Commerce certifications across development and eCommerce practices. That expertise is behind every support package we deliver.
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WHAT’S INCLUDED IN THE ABSOLUTE SUPPORT PLAN?
Dedicated Account Manager
Performance Audits
Priority critical incident response
Platform monitoring
Pro-active security updates
Teams of Magento Certified Developers and Solution Specialists
Flexible budget management with reduced rate over-run
In-depth maintenance checks routinely performed on your site once per month
Dedicated client dashboard and ticket-based management and reporting system
YOUR QUESTIONS, ANSWERED.
Wondering what's included in a Magento support package, how much it costs, or how retainer hours work? Here are the answers to our most frequently asked questions.
What distinguishes your Magento support packages from others?
Our Magento support agency prioritises a personalised approach. Instead of generic solutions, our Magento technical support offers customised recommendations based on each website's unique needs.
How important are security patches for Magento 2 support?
Extremely. Security patches address vulnerabilities and potential threats. Staying updated ensures your Magento store remains secure and trustworthy.
How do you manage any new requests?
You will have a designated account manager and will be provided access to our ticketing system which is where everything is logged and tracked.
Can I switch between Magento support packages?
Yes, our flexible plans allow you to upgrade or downgrade based on your evolving business needs and can be reviewed every quarter with your account manager.
What if I don’t use all of my retainer hours in a month?
If you don’t use all of your support hours in a month, we will rollover those hours into a quarter, this will start as of the first month you join support.
What if I don’t want to be on a support plan and want to pre-pay for support?
Clients that want to operate a ‘adhoc’ support account with us will not have the same benefits that clients on a package have, and there will be an upfront commitment to the development site hosting costs.
Not sure if an ongoing Magento support retainer is the right fit for your business right now? Our fixed-cost Magento maintenance plans offer a simpler alternative.
Ready to get started with a Magento support package?
Choosing a Magento support package is a big decision. You're trusting an agency with your store, and your customers' experience every single day. We don't take that lightly. Get in touch, and our team will walk you through your options, answer your questions honestly, helping you to find the Magento support plan that fits.
