MAGENTO SUPPORT
& MAINTENANCE SERVICE

Our Magento support service will keep your online store running smoothly and effectively all the time. To choose which package suits your store most, you should define your expected level of support and then compare it with our available plans.

Notes: Our packages are destined for clients who used our Magento website development service or e-commerce website development packages and want to continue being supported by us.

OUR MAGENTO SUPPORT PACKAGES

name	SILVER $300	GOLD $500	PLATINUM $600
Monthly support hour	10	20	30
Security updates	chose	chose	chose
Bug fixes	chose	chose	chose
Custom template	chose	chose	chose
Extension Installation	chose	chose	chose
Magento Backup	chose	chose	chose
Magento Updates	chose	chose	chose
Third-party software integration	chose	chose	chose
Monthly Report	chose	chose	chose
Managed source code (GIT)	chose	chose	chose
New features development	chose	chose	chose
Magento online training	chose	chose	chose
Relocate unused time	chose	chose	chose
Unused hours expire within (Days)	0	5	10
Support after business hours	chose	chose	chose
Support over weekend	chose	chose	chose
Response Time (Hours)	12	8	5
Annual Cost (Enjoy 2 months free)	$3,600	$6,000	$7,200
	Start	Start	Start

Security updates

Running security patches to prevent your Magento store from the latest vulnerabilities.

Bug fixes

Handling bugs as soon as they arise regardless of minor or major bugs to ensure smooth operation

Custom template

Customizing your current theme and template to make it look better day by day

Ext installation

Setting up extensions and making them work correctly with the other parts of the site

Code Review

Reviewing your site and bringing any potential bugs to your attention prior to an issue arising

Online training

Providing quality online training from our Magento certified experts

Features development

Creating new features/ functions to enhance your store capability

Magento upgrade

Upgrading your Magento store to the latest version & ensuring it is running without any problems

Magento Updates

Updating your site regularly to address certain issues and activate new functionalities

3rd party integration

Integrating 3rd party software such as payment and SMS gateways, shipping methods, APIs

Magento Backup

Making a backup for your site to easily return to the last correct version when there is an incident

Monthly report

Providing detailed monthly report to show current site status and what we have done to maintain the site’s perfect performance

WHY TIGREN’S MAGENTO SUPPORT & MAINTENANCE SERVICES?

Free to cancel after 1 support hour

After the first support hour, if you are dissatisfied with our service quality, you have a right to stop using the package. We will charge you only for that one support hour and give you a refund.
No long-term commitment

While most of the Magento support providers require a minimum of 3-6 months for the service contract, all of our Magento Monthly Support Packages valid for just one month.
Monthly site review

Just like a car, if you don’t maintain your Magento website on a regular basis, it will start to lose its power and efficiency. Let our team look after your site, keeping it updated and optimized.
Upgrade anytime

Once you are using any of our Magento support packages, you can easily upgrade it if additional hours or extended support scope are required.

FAQs

Do the support hours rollover from month to month?

It depends. If you use the Silver Magento Support Packages, your support hours do not roll over from month to month. In contrast, for the Gold and Platinum Magento Support Packages, you can continue using the redundant hours in the next month but only within the first 5 and 10 days of that month for each package respectively.

Can I upgrade my website to another version of Magento?

Certainly! However, it would be more convenient if the Magento version you want to upgrade to is close to your current one. Otherwise, it might take more time for configuring and changing the code, which therefore asks you to purchase more support hours.

What access data should I provide?

You should provide us access to your website’s Admin panel (data, ftp, and ssh) and more depending on each issue.

How will you manage my tasks?

As you might know, Jira is the leading project tracking software nowadays, which allows us to easily manage our workflow by planning, tracking, releasing and making a report. Therefore, we chose Jira to arrange and administer all of your tasks effectively.

What happens if I buy the package at the end of the month?

Don’t worry, the package will be valid from the day you buy and complete your payment and end within 30 days. For example, if you buy our Platinum Magento Support Package on July 27^th, it will end on August 27^th.

Who will I get in touch with and turn to when there is a problem?

For each project, we will assign an account manager to work directly with the clients. He/ she has the responsibility to support you to create monthly plan and deliver your issues accurately to our technical team. If you have any problems, just contact him/ her through email, skype or phone.

Can I request a custom Magento monthly support package?

Absolutely! In case you find that none of our available Magento support package is proper, just tell us. We will build an ideal package tailored to your unique needs and requirements.

MAGENTO SUPPORT & MAINTENANCE SERVICE