Support for Magento

On Tap's support includes:


  1. Magento experts "on tap"
  2. Pay as you go pricing
  3. Magento extensions covered
  4. Custom code covered


Further information

  1. Support scope
  2. Frequently asked questions

On Tap's support services for Magento offer comprehensive coverage of all your day-to-day Magento needs. Being a Magento Enterprise Partner we supply a full range of SLA backed support for both the Community and Enterprise editions of Magento. Our Enterprise support is backed by Varien, the makers of Magento - together we deliver best in class support that you can trust.

Best in class support for Magento

On Tap's support plans provide a number of unique features that provide a more comprehensive coverage for your Magento solution than you can get anywhere else, including:

  • Custom code
    If we developed your custom code, then we'll support it!
  • Magento extensions
    We provide first-line support for all free extensions and modules listed on Magento Connect.
  • Optimisation and Performance Tuning
    Need help getting Magento to run faster? We'll assist.

We offer a variety of plans that are aligned to your business needs.

Plans » Basic Plan Intermediate Plan Advanced Plan
 

For companies for whom Web based support is sufficient.

  • Web-based support
  • 8 Support incidents per year
  • 2 Business days response time
  • 1 Support contact

For companies that require phone support during normal business hours.

  • Web-based support
  • Phone support (for Priority Incidents)
  • 20 Support incidents per year
  • Up to 4 business hours response time
  • 2 Support contacts

For businesses that need fast, around-the-clock 24/7 phone support.

  • Web-based support
  • Phone support (for Priority Incidents)
  • Unlimited number of incidents
  • Up to 2 hours response time
  • 5 Support contacts
Problem Resolution      
Number of support contacts 1 2 5
Number of included support incidents* 8 20 Unlimited
Web control panel access (ticket system)      
Web based ticket initial response time 2 business days 1 business day 1 business day
Phone support hours   Business hours 24/7/365
Phone support response time P1 issues**   Up to 4 business hours Up to 2 hours

* Incident: Support incidents, as specified in the SLA plan, can be exercised at any time during the subscription period to receive support for a Magento implementation. Contact us via the customer support portal or by phone (Advanced and Intermediate) about any of the services within the Scope of Coverage. Each support request will count as an incident. Additional support incidents can be purchased at any time.

** Priority 1: Error that renders the software inoperative or causes the Software to fail catastrophically and no mutually agreeable workaround is available.

If you are a current subscriber in one of our Support programs and would like to upgrade your subscription, contact us.