Frequently Asked Questions
Everything you need to know about our Magento support services
Emergency Support
How fast can you respond to an emergency?
For critical issues (site down, checkout broken), we aim for 30-minute initial response. Premium plan members get immediate priority. Standard response for less urgent issues is 2-4 hours.
What counts as an emergency?
Site completely down, checkout not working, security breach/hack, database corruption, or any issue directly causing revenue loss. Performance issues and minor bugs are typically handled during business hours.
Do you offer 24/7 support?
Yes! Our emergency line is staffed 24/7/365. Premium maintenance plan members get priority access. One-time emergency support is also available for non-plan clients at emergency rates.
Maintenance Plans
What's included in a maintenance plan?
All plans include security patches, performance monitoring, backups, extension updates, and dedicated support hours. Higher tiers add faster response times, dedicated account managers, and free emergency support.
Can I change plans later?
Absolutely. You can upgrade or downgrade your plan at any time. Upgrades take effect immediately, and downgrades apply at the next billing cycle.
Do unused support hours roll over?
Support hours roll over for up to 2 months on Standard and Premium plans. Basic plan hours expire monthly.
Security & Patches
How quickly do you apply security patches?
Critical security patches (CVSS 9+) are applied same-day. High severity patches within 48 hours. All patches are tested in staging before production deployment.
My site was hacked. Can you help?
Yes. We specialize in Magento malware removal and site recovery. We'll clean the infection, identify the entry point, patch vulnerabilities, and implement security hardening to prevent future attacks.
Performance
How much faster can you make my store?
On average, we achieve 40-60% improvement in page load times. We guarantee at least 40% improvement or your money back on our performance optimization service.
What's causing my Magento store to be slow?
Common causes include: unoptimized hosting, too many extensions, poor database indexing, no caching (Redis/Varnish), unoptimized images, and inefficient theme code. We provide a free performance audit to identify your specific bottlenecks.
Migration
Do you still support Magento 1?
We provide emergency support and security for Magento 1, but strongly recommend migrating to Magento 2 or Adobe Commerce. We offer full migration services with zero data loss.
How long does a Magento 2 migration take?
Typical migrations take 4-12 weeks depending on store complexity, custom extensions, and data volume. We provide detailed timelines after a discovery call.
Billing & Support
What are your payment terms?
Maintenance plans are billed monthly or annually (2 months free). Emergency support is billed upon completion. We accept all major credit cards and bank transfers.
Do you offer refunds?
We offer a 30-day money-back guarantee on new maintenance plans. One-time services are non-refundable once work begins, but we guarantee satisfaction on all deliverables.
Still Have Questions?
Our Magento experts are happy to help. Get in touch!