Adobe Commerce
Maintenance & SLA

As a Magento Adobe Commerce Certified Partner Agency, we provide project based and ongoing Magento support services and SLAs for merchants, including platform and server maintenance, development, optimisation, upgrades, and enhancements.

Looking For A Simpler Alternative For Selling On Multiple Marketplaces Like Amazon And eBay?

Then you’ve found it! 247 CloudHub is the easiest multi-channel seller software on the market today, with an accessible support team that’s available to talk to you whenever you need us. If you’re thinking of switching from ChannelAdvisor, Volo Commerce or Channelgrabber to a simpler system with a more personal service than you’re used to, this could be the best business decision you’ve made this year.

About 247 CloudHub

247 CloudHub is a flexible, cloud-based multichannel ecommerce platform which helps online retailers sell more while reducing costs and complexity by automating key selling and order management processes – all from a single dashboard. Our software has a highly customisable modular architecture which provides clients with all the tools they need to rapidly scale their online operations across multiple websites and marketplaces. It also enables managers to take complete control of their online operations by combining key warehouse, stock and order fulfilment processes in one lightning-fast cloud-based system. To download a detailed description of 247 CloudHub’s features and benefits in a PDF format simply click here

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    Magento Web Design

    Are you looking to refresh your Magento homepage, category, or product page design to improve engagement and conversion? Or perhaps a completely new theme design as part of your website overhaul, rebuild or new build? Our Magento design focus is responsive, user focused, and conversion driven to create beautiful pages that reflect your product, your brand, and its values, ultimately to better engage your customers.

    Magento 3rd party system integrations

    From payment gateways and shipping/logistics integrations to ERP and CRM solutions, our Magento developers can support you by working directly with Magento’s internal APIs, allowing them to integrate over 200 partner integrations directly into your eCommerce platform. We can also scope and build custom APIs to integrate with any external solution.

    Magento 2 version upgrades and security patches

    As a Magento partner agency, it is our job to stay ahead of the latest patches and security updates. If you need to upgrade from an older Magento version to the latest version, to keep your eCommerce platform and functionality stable and secure, we can help. We also have an in-house solution to upgrade any Magento 1 merchant to Magento 2 in less than a day with our out-of-the-box Magento 2 Blueprint solution.

    Magento Bug fixes and testing

    Problems with your Magento website? It can happen, through plug-ins, content and catalogue changes, design enhancements, CMS challenges or other. We can help with any backend or frontend bugs you are experiencing. Our development support team can also correct source code and resolve any multi-store issues you may encounter. We undertake stringent bug resolution and testing as part of our SLA support packages, or as part of a larger adhoc project requirement.

    Trusted Amazon AWS hosting partners

    As trusted Amazon partners, we can integrate AWS hosting solutions, directly into Magento’s native API. Our development team can also ensure security patches are up to date. Need to configure and manage your server infrastructure to increase server traffic and/or product database sizes? We can facilitate greater bandwidth to ensure higher traffic and demand without hurting your website speed, at key high traffic trading periods, or to support your eCommerce campaign activity.

    Magento eCommerce and digital consultancy

    Outline your business’s overall commercial objectives and our team can help you with a technical and digital eCommerce strategy and roadmap. Backed up by data and industry knowledge, our strategic alliance and experience can be a very valuable means of tackling and achieving your business’s eCommerce and commercial goals. Whether marketing, website backend, design, or analytics, we have a supportive in-house, London based team that can support you in success.

    Support SLA hours & days allocation

    Our Magento 2 support packages and SLA (Service Led Agreements) are available in hourly and person day options (with rollover option). Support hours can be used for support, training, maintenance and change requests.**

    • Examples:- 4 hours
    • - 10 hours
    • - 15 hours
    • - 30 hours
    • - Half day each day **
    • - 2 Magento devs each day **
    • **Minimum commitment applies to dedicated SLA resources.

    Incident management SLA response times

    Our incident management response times are as follows for our SLA clients, based on severity:

    Management - Incident Severity Details (SLA)
    Severity Details Response time Resolution Targets
    Severity 1 Complete malfunction and no access to the website, extensions or server managed by 247 Commerce under Contract, or if there is a significant loss in online transactions. 1 hour 4 working hours
    Severity 2 Important Coding or Content technical issues that cause business impact
    Severity 3 Design change, improvement or a customisation/ extension required by the client. Based on viability and scope of work
    Severity 4 Content or Coding problems that do not cause business impact 1 hour 3 days

    Our Magento ongoing SLA support process:

    Onboarding and briefing

    We will arrange a session with you to establish your brief and understand your key commercial objectives. This gives our us the opportunity to get to know your business and your customer, so we can become joined-up in our solutions, as an extension of your internal team. Your account manager will also set you up with access to Jira, our project management tool, to ensure transparency and clear communication.

    Analysis and solutions scoping

    Understanding the structure, set up, logs and performance of your Magento website allows us to then troubleshoot issues and solutions in a time effective manner, plus ‘requirements gather’ all necessary information to be able to scope our proposed solution(s) and time/cost associated with. As well as answering your brief, we will also offer additional insights which can help you trade more robustly.

    Strategy and support implementation plan

    Your support plan will be tailored to align with your original commercial objectives. We will provide you with the agreed scope of work and a roadmap for your Magento eCommerce requirements. This will be a comprehensive breakdown, bound by planned sprints (with an agile methodology) and Jira, to ensure that your technical and commercial requirements are met, on time and within budget.

    Development, testing and delivery

    We will implement all development work in accordance with pre-agreed scopes and sprints. Customer relationships are important, and your account manager will keep you updated along the way, as per the roadmap and scope of work. No development work gets published to the live staging environment until it has been stringently tested; by us, and then by you.

    You are in safe hand

    BigCommerce Agency Partners

    Full-Service BigCommerce Agency​

    Focused team of eCommerce consultants​

    30+ development and API team size​

    Over a decade working within eCommerce

    Established catalogue of happy clients.​