2 hours for an answer
If your customers cannot put orders, it doesn’t matter what the weekday is, we will fix it.
24 hours in 7 days
- You have a full day cycle support. All critical errors will be fixed in the agreed SLA ( Service Level Agreement).
- Office hours M-F 7 a.m. – 3 p.m. (EST)
- 1/2 hr billing when time is consecutive
- Contractors are welcome
Check our projects and offer.
- Over 10 years’ experience – Magento Community 2.x, Shopify, Woocommerce, WordPress, Zoho one
- Available on call, & for large projects
- We work well with teams
- 100% success rate on Upwork and outside
- All work guaranteed
- Pay Pal or wire transfers/bank transfers
Our experts are available any time for your questions and issues.
It doesn’t matter where your company is located.
Monitoring
Once you choose a long-term cooperation, we offer your hosting server monitoring and proactive response to any issues.
Fast response
You have a problem or an idea for improvement or change. We work fast – it can be done in 7 hours – 2 working days.
Additional consultation
If you choose us, you will receive a monthly report with additional recommendations for changes, improvements in conversion, or usability.
Clear and simple pricing of our help desk
Support on demand
$80
1st hour is billed in advance.
For scheduled tasks, consulting, training & support. 1/2 billing when time is consecutive.
Typical time frame for the issues fixing is 1-3 business days.
Monthly support
from $3000 / month
This is an offer for huge shops that require a stable, frequent monitoring and support.
We start fixing issues in 1 – 8 hours per agreement.
The detailed report and activities are available in our helpdesk application.
The contract for minimum 6 months.
Monthly support (40 hours) – $3,000
Detailed activities of our Technical Support
QA & Development Environments
Setup git workflow & management
Basic Website Updates
Access to our team of Magento experts for text changes, bug fixes, 3rd party, extension installations, graphical changes, and consultancy
Dedicated Project & Account Management
A dedicated point of contact available to discuss your account and plan new development
Packages 16h and more
Advanced Training
Hands-on training from a Magento/Shopify/Wordpress expert
Phone Support
Phone support from our experienced support team
Basic Uptime Monitoring
Uptime monitoring complete with automatic support for when your site becomes unavailable
Automatic Magento /Woocommerce Upgrades
Automatic upgrades as they are released ensuring your site is always running the latest version
Magento/Woocommerce Security Patches
Automatic security patching ensuring you are always protected against the latest vulnerabilities
The full package of 60 hours per month
Advanced Website Changes
Advanced customization to your Magento website inc. 3rd party integrations and custom module development.
Advanced Support
Emergency support, 360° support for your eCommerce business including market trend analysis and A/B testing
Proactive Website Monitoring
Advanced proactive monitoring of key functional aspects of your site including add to cart/customer checkout simulation and server load monitoring.
Online shop SEO Audit / PPC
Monthly SEO site audits to ensure your site is ranking well and any issues are rectified, monthly PPC management
Shop Code and Performance Audits
Annual Shop Code and performance audits completed by a Magento/WooCommerce certified developer – ensure your site remains to upgrade friendly and adheres to best practices
FAQ of Technical Support
What are your hours of operations?
We are answering phones & support emails Monday – Friday, 7 a.m. to 3 p.m. (EST). If you need weekend service, that’s something we can discuss.
When will I get the priority service?
Whenever possible we may complete your work orders on the same day depending on the difficulty of the task, & what time of day the work request is submitted. It’s best to speak to us first to determine if our availability meets your needs before you purchase any time. We typically solve issues in 1-3 days.
How is my time tracked?
Time is tracked in 15 minute increments in Toggle app. We will keep track of your tasks, work orders & the time used for each. You can request an update with how much time you have left on account at any time to help you keep track.
What kind of contracts or commitments are required?
If you need, we can sign off the NDA agreement. Typically for technical support we do not have any agreement for small packages. Since you are paying for services as you need them, there are no contracts. You can come & go as you please. For long term cooperation we need to sign off the agreement.
Why do I have to pay in advance?
For hourly support only 1 hour is billed in advance. If additional hours are needed it’s discussed with you first before proceeding. There’s a (1) hour minimum. 1/2 hour billing is available when the time is consecutive.
Support packages are a block of hours (5,8 & 16 Hours) at a reduced rate in exchange for securing the time in advance. If you prefer to be billed by the hour at the normal rate, that is no problem.
It is much easier to control work and payments if we agree on the scope and number of hours needed. Both of us are secured.
Can I use the support package for a new website/shop development?
If all you need is help with installation, set up & you’ll take it from there then a support package would be appropriate.
Otherwise, no. You cannot use a support package to have a new website built, nor for redesigns, or new theme designs, new installations or configuration. Please contact us for more details. We will setup a special project for it and estimate time and cost.
How will I be billed?
We accept all major credit & debit cards & Paypall or we can use Transferwise.com or Bank transfer.
Invoices are emailed via Zoho Books which can be paid with either your Pay Pal account or any major credit or debit card via the guest check out. We do not store your credit cards or personal information.
- Hourly rate is $75. 1 hour is billed upfront. Additional hours are billed as we go.
- Emergency service is $125 for the 1st hour. Additional hours are $75. 1/2 billing when the time is consecutive.
- New website/shop projects require a 50% deposit.
- Support packages are multiple hours at a reduced rate & are paid for in advance.
How is Consulting or Training session done?
Consulting, Training, & general brain picking is done via Phone, Email, Skype, or Uber Conference. Which ever you prefer or is appropriate for the situation. Each 1 hour session is scheduled in advance at a time that is convenient for you.
How do I send my work order?
We use Zoho Desk for work orders. You will get the access after the payment is received. You can also send any request via email on [email protected].
Can I secure my support package month to month?
Yes, most of our customers use them on monthly or bi-monthly basis. We can also add additional discount if you are with us for more than 3 months.
Fast response times when you need a technical support
We offer a rapid response to site issues based on the severity of the issue raised. We understand the critical nature of eCommerce and our focus is to fix issues accordingly.
- Severity
- Priority 1
- Priority 2
- Priority 3
- Description
- Site unavailable / unable to checkout
- An issue that is affecting 10% of customers or more
- Any superficial or aesthetic issue that is not affecting transactions
- Estimated fix time
- Within 2 hours
- 1-2 days
- 2-10 days