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Fluid Edge Themes

Magento Support Plans

Get Magento Assurance

Diagnose, fix, and maintain with Magento support plans. We give your store the attention it needs to do its job. Our routine check-ups and fast-acting team are available in the form of several plans.

Choose a Magento support package that fits your needs.

Magento managed services Start-up Company Enterprise
Support mode
Email
Email
Email/Phone
24x7x365 support
Yes
Yes
Yes
Response time SLA (Level 1)
Up to 18 hours
2 hours
30 minutes
Service level agreement
Time to engage level 2 technical resource on ticket
911/Emergency
8 hours
2 hours
30 minutes
High
10 hours
4 hours
1 hour
Medium
14 hours
8 hours
2 hours
Low
24 hours
14 hours
8 hours
Active monitoring services
Start-up Company Enterprise
Prevent malware distribution
Yes
Yes
Yes
Monitor blacklisting incidents
Yes
Yes
Yes
Identify SEO spam
Yes
Yes
Yes
Block phishing lure pages
Yes
Yes
Yes
Actively detect and prevent intrusions
Yes
Yes
Yes
Website application firewall (x)
Yes
Yes
Yes
Stop DDoS attacks (x)
Yes
Yes
Yes
Stop software vulnerability exploitation attacks and attempts (x)
Yes
Yes
Yes
Prevent access control attacks (i.e., brute force attempts) (x)
Yes
Yes
Yes
Platform analysis
Monthly Bi-Monthly Weekly
Third party tools – Magento extensions
Yes
Yes
Yes
Upcoming roadmap items – Magento extensions and updates
Yes
Yes
Yes
Performance tuning report
Yes
Yes
Yes
Security patches
Monthly Bi-Monthly Weekly
Magento
Yes
Yes
No
OS patches recommended by hosting (does not include PHP version upgrades)
Yes
Yes
No
Extension patches (provided by extension owners)
Yes
Yes
Yes
Server monitoring
Monthly Bi-Monthly Weekly
Check SSL certificate validity (including intermediary certificates)
Yes
Yes
Yes
Verify SFTP and ensure that the service is running well, and any accounts that should not be in use are disabled/removed
Yes
Yes
No
Check mail logs (Sendmail and/or Postfix) for any issues. If an external mail provider is being used (e.g. Sendgrid, Mailgun, Bronto, etc.), check whether mail is flowing through the system
Yes
Yes
No
Check cron logs to ensure that cron jobs are executing, and verify that the alert email configurations are still set up correctly and emails are being received by the Admin
Yes
Yes
Yes
MySQL check – Ensure that slow logs are enabled (10 seconds), and review main log as well as slow log files and address any errors, including slow queries
Yes
Yes
Yes
Archive and delete all log files (Magento, PHP, Apache/NGNIX, MySQL). Delete archives older than 30 days
Yes
Yes
Yes
Check hard disk space usage
Yes
Yes
Yes
Check patches for Apache and MySQL. Hotfixes need to be immediately applied
Yes
Yes
Yes
Alert client/development team if minor or major version upgrades are available
Yes
Yes
Yes
Check if Monit is monitoring all the defined services (web server, database server, etc.) (requires Monit to be installed on the server)
Yes
Yes
No
Check for presence of swap files and backup files on server locations (Magento directories and /etc folder) and clean them as required
Yes
Yes
Yes
Check file permissions for Magento code, /var, /var/logs, and /media folders and ensure that they are secured as per Magento standards
Yes
Yes
Yes
GIT status review – Ensure that there are no files on the server modified as part of a production Hotfix and unchecked into GIT (requires GIT to be setup on server for development updates)
Yes
Yes
No
Check if backups are working as per the host policies/pricing plan
Yes
Yes
Yes
Check if monitoring/alerts from the hosting solutions are enabled and not suppressed as part of previous maintenance
Yes
Yes
No
Delete Magento DB lock files, and re-index al
Yes
Yes
Yes
Regenerate all cache to ensure that caching is happening properly
Yes
Yes
Yes
Check URL rewrites table and ensure that it is not getting excessively large
Yes
Yes
Yes
Purge Magento history tables with data more than “x” days. This would be for recently viewed, etc
Yes
Yes
Yes
Check that feed files are generating as scheduled, including any shopping feeds, sitemap files, etc
Yes
Yes
Yes
Access home, category, product details, cart, and checkout pages via HTTPS to ensure that there are no security warnings
Yes
Yes
Yes
Run PCI compliance checks and fix any server-side items (requires client to sign up for a PCI compliance service)
Yes
Yes
Yes
Review application monitoring logs to identify performance bottlenecks for developers (requires NewRelic/Blackfire services)
Yes
Yes
Yes
Upgrades, updates, and training
Basic Prime Elite
Major Magento 2.x version update
1 per year
1 per year
Magento X.x.x sub-version upgrades
No
2 per year
4 per year
Training (web-based)
2 per year
4 per year
4 per year