Just like your car your new or existing eCommerce website will need some preventative and reactive maintenance to keep it in good working order. Avert disaster with your digital business by signing up to one of our eCommerce Support Packages.
Customers are the life blood of any business, it can hurt your reputation as well as Your bottom line if Your eCommerce site is down due to a failure. Ion have tailored four levels of support to keep Your business up and running, We keep a watchful eye over server performance, eCommerce software core upgrades as well as any extensions you might have and take the proper action when needed.
In addition to this we also handle a variety of preventative and reactive maintenance to make sure all is running smoothly with your digital business.
|Packages & Features||AdHoc Support||Bronze||Silver||Gold|
|Support Hours of operation||9.30am to 5.30pm Mon-Fri||9.30am to 5.30pm Mon-Fri||9am to 9pm 7 Days||Mon-Fri 24x7x365|
|Included number of support hours per month||Not available||4||8||12|
|Out of hours critical issues included per month||Not available||Not Available||1||4|
|Email support address||Not available||Included||Included||Included|
|Telephone support number||Not available||Not Available||Included||Included|
|Out of hours critical mobile support number||Not available||Not Available||Not Available||Included|
|Included number of maintenance hours||Not available||Not Available||2||6|
|Version upgrades and patches||Not available||Charge||Included||Included|
|eCommerce performance tuning||Not available||Charge||Included||Included|
|eCommerce monitoring||Not available||Charge||Included||Included|
|Training & Documentation||Not available||Charge||Charge||1 Session Per Year|
Our eCommerce technical team are on standby when you need them, our support plans are there to support your site when things don’t work as intended. Ion offer a range of support packages to meet your needs.
As an extra layer of protection we can offer our Critical Support Package where the uptime of your site is critical. We watch your installation 24/7/365 and if a problem occurs our tech team will be on the case.
Ion take responsibility for all Magento core upgrades. Keeping software and plugins up to date helps keep up your websites performance and reliability, and will also give greater functionality as new updates are released.
Your site needs to perform as quickly as it possibly can. Even a few milliseconds can put off potential shoppers; our eCommerce performance tuning will make sure you’re getting the most out of your eCommerce site and gives your customers a speedy shopping experience.
In additional to our ticket support system at support.iondigital.co.uk, if you need to speak to us we’re around on Phone, Skype, Ticket System and Email. For Critical Support customers we also give an out of office mobile telephone number for greater peace of mind.
For our dedicated and VPS server clients we constantly watch server performance and tweak server settings such as hardware based caching to make sure your server hardware is running at it’s very best serving your product catalog on both desktop and mobile version of your site.