Support
Magento Support
Monthly and pay-hourly
support solutions for
Magento store owners
Let us help you make the most
of your investment in Magento.
Our knowledgeable support desk
will help you will all aspects
of your daily Magento usage.
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:
- General Magento usage
We'll support your use of all the built-in Magento features. - Administrative tasks
We'll undertake general administrative configuration tasks on your Magento system. - 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 lists on Magento Connect.
Support Plans
Hourly |
Standard |
Advanced |
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| Ideal for | Companies that require support infrequently. | Companies that require phone support during normal business hours. | Companies with larger stores that need fast 24/7 phone support. |
| Payment | Pay per hour | Quarterly | Quarterly |
| Inclusive incidents * | Unlimited | Unlimited | Unlimited |
| Response time | 6 hours (during business hours) | 4 hours (during business hours) | 2 hours (24x7) |
| 24x7 phone line ** |  |
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| Support Portal | |
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| Named support contacts | 1 | 2 | 5 |
| Multi-store support *** | |
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| Sign up » | Sign up » | Sign up » |
* 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 Standard) 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 telephone support: For issues that render your Magento system inoperative or are severely impacting your ability to take transactions, you have access to a dedicated telephone line.
*** Includes support of up to three Magento stores on a single server Magento instance. Contact us for support of bigger multi-store instances.
Support Scope
Our comprehensive support plans cover most aspects of your use of Magento and will give you the peace of mind that help is just a click away.
Don't forget that support is part of the overall cost of ownership of your online business. If your site was offline for an hour, a day or longer, how much business would you lose? Not to mention tarnished reputation.
What we cover, and what we don't:
Included
- General usage
We'll support your use of all built-in Magento features. If you are having a problem configuring Magento or getting something to work as expected, then one of our experts will help you. - Third-party extensions
We provide first-line support all free extensions and modules listed at Magento Connect. We don't, however, guarantee to resolve all issues with third-party extensions. - Custom code
If On Tap have developed custom code for you, then we'll support it as part of your existing support plan - Optimisation and Performance Tuning
Need help getting Magento to run faster? We'll assist. - Software installation
We'll support you installing the software in your hosting environment.
Excluded
- Code development
We don't include the development/changes of any new functionality as part of our support plans. However, we offer very cost effective Magento development services. - Upgrades
Although we support you in installing the software and any upgrades that you do yourself, we won't do it for you. - Core code bugs
If there is a bug in the core Magento code then you'll help verify that it is affecting you, but we don't guarantee that we'll fix it for you. - Training
You'll be surprised how helpful and knowledgeable we are if you ask for assistance in using Magento. However, we don't provide any formal training as part of our support plans. - Development support
If you are trying to modify the Magento code yourself, or build your own extensions then our support plans won't cover you. However, should you get stuck, you should consider our Magento development services.
Frequently Asked Questions
I downloaded Magento and encountered problems with the installation, can you help?
Yes, we support any issue related to the installation of the platform.
I am using an external extension that is not part of the Magento Core - is this supported?
Yes! As long as it is listed if a free extension or module listed on Magento Connect. We only offer first-line support though on third-party extensions. We don't guarantee to resolve all issues. You might still need to speak to the extension's developer direct.
After downloading Magento, I have altered a few core files. Can I still get support for the product?
No, our support plans covers the Magento core product only with no changes to the original package.
What are the cases where On Tap will not support the Magento copy that I am currently using?
On Tap shall have no obligation to support the platform in the following cases:
- Altered or modified Software.
- Problems caused by the user negligence, misuse, hardware malfunction, use inconsistent with On Tap's instructions, or causes beyond the control of On Tap.
- Magento installed in an Operating Environment or in a hardware environment which is not supported by On Tap.
- Magento used beyond the scope of the applicable licenses.
- Software that is not the Current Version or the Previous Minor Version of the product.
I am having difficulty setting up my payment gateway, can you assist with this?
Yes, we provide assistance with configuring the payment gateway information.
Can I upgrade my support plan?
Yes, you may upgrade your support plan at any time.
What happens if I run out of tickets during the year?
Additional tickets are available for purchase at any time.
Do you support upgrades to new versions of Magento?
If you are upgrading yourself and you require assistance, we will do so. However, we won't upgrade your system as part of your support plan.
How do I follow the progress of my ticket/issue?
The progress of current tickets, as well as history of previous ones, is available to view 24x7 via our online support portal.
What happens if I still have unused tickets at the end of a year?
Unfortunately there are no roll-over tickets in this case. Sorry.
Can more than one person from my team contact the support team for help?
The Standard and Advanced level packages offer multiple contacts per account.
I have a multi-store Magento system. Am I covered for all of them?
Our support plans are priced on a per-server basis and cover a maximum number of stores by server. If you run more than your plan's allotted number of stores, then you can increase your support plan accordingly.