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Support Scope

Our support plans cover the Magento core product. For Varien’s professional services clients, our support plans also cover any contractual deliverables with a Magento site deployment.

Magento Installation and downloads
Support for installation includes best practice recommendations for server and hosting environment, fresh installations of Magento or troubleshooting of existing installations and downloads. (Windows and Mac environments not supported)
Magento Usage issues
Our expert Magento consultants can help you make the most of Magento and answer any "how to" questions from catalog setup to advanced marketing promotions.
Basic configuration issues
If you’re having any issues with product configuration, we can help you configure Magento so it’s setup correctly with all your payment modules, shipping options, tax rates, languages, and much more.
Troubleshooting, Bug Fixes and Escalation
This includes the diagnosis and in most cases, the resolution of any functional or visual issues in the Magento Core product.
Not included in our support plans:
  • Code Development
  • Development Support
  • Optimization and Performance Tuning
  • Custom Extensions
  • Custom Interfaces
  • Custom Configuration
  • Core Product Upgrades
  • Best Practices Recommendations

Assistance for the items above is available through our Professional Services or a Consulting engagement.