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.