Do you offer 24/7 support?

Yes. Our enterprise support retainers include 24/7 emergency monitoring and response for "Severity 1" issues (site down, checkout broken). Standard development is done during business hours.

What if I have a hacked Magento site?

Contact us immediately. We have a specific protocol for compromised sites involving our Magento Code Audit to isolate the malware, patch the vulnerability, and restore your site from clean backups.

How do your support packages work?

We work on a monthly retainer model (Block of Hours). This ensures you have reserved developer resources every month for updates, patches, and feature work. Unused hours can often roll over (depending on the plan).

Can you help us upgrade from Magento 2.3 to 2.4+?

Absolutely. Version upgrades are a core part of our Adobe Commerce Development services. We ensure all extensions and custom themes are compatible with the new version before deploying.

What support tiers do you offer for Magento?

Three tiers: Essential (~20 hours per month, 8 business hour SLA), Growth (~40 hours per month, 4 business hour SLA, includes feature work and A/B tests), and Enterprise (80+ hours, 24/7 critical SLA, BFCM war room, quarterly roadmap planning). Tiers can be adjusted month-to-month with 30 days notice.

What's the response time on a critical Magento issue?

Enterprise tier: immediate response on Sev 1 (store down, checkout broken), 24/7 on-call rotation. Growth tier: 1 business hour on Sev 1. Essential tier: 8 business hours on standard issues. SLAs are contractual and tracked in a shared Linear or ClickUp workspace.

Do you handle Magento security patches?

Yes. Security patches ship under all three tiers within 48 hours of Adobe Commerce or Magento Open Source release for Sev 1 patches, within 1 week for Sev 2. Cloud customers get patches via Adobe's managed pipeline; on-prem customers get patches via our deploy process. Both include regression testing.

Can you support Magento Open Source as well as Adobe Commerce?

Yes. Both. Magento Open Source community-edition support and Adobe Commerce (with or without Cloud) commercial-license support. Our team has 16 plus years across both editions and stays current on patches, deprecations, and migration paths.

How does the BFCM war room work for Magento stores?

Enterprise tier includes a dedicated on-call rotation across BFCM weekend. Pre-event load testing, Varnish cache audit, third-party integration health check, and database optimization the week before. War-room Slack channel goes live Wednesday before Black Friday and stays open through Cyber Monday.

What's in the quarterly Magento health report?

Magento version status (current vs available), security patch posture, app/extension cost audit, Core Web Vitals trend, conversion-rate trend, search ranking trend, and recommended roadmap for the next quarter. Delivered via email then walked through on a 30-minute review call.

Certified Adobe Commerce Partners.

Enterprise Magento Support & Maintenance

Stop reacting to bugs and start planning for growth. We provide proactive security patching, version upgrades, and 24/7 emergency support for Adobe Commerce brands.

WHY YOU NEED PROACTIVE MAINTENANCE

PREVENT DOWNTIME

Downtime costs $5,600 per minute on average. We implement predictive monitoring to catch server issues and code conflicts before they take your site offline.

SECURITY COMPLIANCE

Hackers target outdated stores. We apply critical security patches within 24 hours of release to keep you PCI compliant and secure customer data.

CODE STABILITY

Spaghetti code causes regression bugs. We enforce strict coding standards and Git workflows to ensure new features don't break existing functionality.

DEDICATED RESOURCES

Stop fighting for agency attention. You get a dedicated Project Manager and Technical Lead who know your code, your history, and your business goals.

Magento support that's actually proactive

Magento support engagements priced by the work, not the ticket

Most agency "support" plans are paid waiting rooms. You file a ticket, you wait, you get a junior engineer. Our retainer model is different — every account gets a dedicated Senior Magento Engineer and a Project Manager who know your codebase. Monthly hours roll over within the quarter. Security patches ship within 24 hours. Quarterly architecture reviews are included.

Magento support retainer tiers

ESSENTIAL

Steady-state maintenance

~20 hrs / month

→ Security patch deployment (24hr SLA)
→ Magento version upgrades
→ Performance + uptime monitoring
→ Quarterly architecture review
→ Bug fixes & minor enhancements
→ 8hr business-day response

GROWTH

Feature shipping included

~40 hrs / month

→ Everything in Essential
→ Feature development capacity
→ Theme & UX improvements
→ A/B testing infrastructure
→ ERP integration maintenance
→ 4hr business-day response

ENTERPRISE

Dedicated engineering team

80+ hrs / month

→ Dedicated team (1-3 engineers)
→ Senior Architect oversight
→ 24/7 incident response
→ Black Friday war-room support
→ Adobe Commerce Cloud admin
→ 1hr business-day, 4hr off-hours

Response SLAs by severity

Severity	Example	Essential	Growth	Enterprise
P0 Critical	Site down, checkout broken, data loss	2 hr response	1 hr response	15 min response, 24/7
P1 High	Payment gateway fail, search broken, slow checkout	8 hr response	4 hr response	1 hr response
P2 Medium	Display bugs, slow admin, integration sync drift	1 business day	4 business hours	2 business hours
P3 Low	Minor UX issues, feature requests, content updates	3 business days	1 business day	4 business hours

Free maintenance audit

Get a free Magento health check

We'll run a free 1-hour audit on your live Magento store — security patch status, performance bottlenecks, extension compatibility, code quality. Output is a prioritized list of what needs attention. No commitment.

Request a health check →

Related services

Magento support engagements typically extend our Magento development services team into long-term partnerships. Performance-specific work is handled by Magento speed optimization. Security and code review happens via Magento code audit. ERP integration is maintained on our Magento NetSuite connector product. B2B brands often combine support with Magento B2B solutions engagements. For Adobe Commerce Cloud workloads, see Adobe Commerce maintenance.

VERSION UPGRADES

Staying on the latest version of Adobe Commerce is non-negotiable for security. We handle complex upgrades and data migrations seamlessly. See our Adobe Commerce Development expertise.

PERFORMANCE MONITORING

Slow sites bleed revenue. We provide ongoing New Relic monitoring and database tuning. If your site is sluggish, we deploy our Magento Speed Optimization protocols immediately.

CODE & SECURITY AUDITS

Inheriting a messy codebase? We start every support retainer with a Magento Code Audit to identify vulnerabilities, bad extensions, and core hacks that need fixing.

HYVÄ THEME MAINTENANCE

Already using Hyvä? We are experts in maintaining and extending this modern stack. If you haven't switched yet, ask us about Hyvä Theme Development for superior frontend performance.

INTEGRATION MANAGEMENT

We troubleshoot and maintain your vital connections. From custom APIs to our own Magento NetSuite Connector, we ensure data flows correctly between your ERP and store.

STRATEGIC ROADMAPPING

Support isn't just fixing bugs. We provide monthly eCommerce Consulting to help you plan new features, expansion into B2B, or UX improvements.

OUR SUPPORT WORKFLOW

THE IWD SUPPORT DIFFERENCE

NO OUTSOURCING

Your code is managed by our in-house, certified US/UK team. We don't risk your security or communication quality with offshore farms.

STRICT SLAs

We adhere to guaranteed response times based on severity. Critical blockers (Site Down) are addressed immediately, 24/7/365.

RELEASE MANAGEMENT

We don't just "push code." We follow a rigorous CI/CD pipeline, ensuring that a fix for one bug doesn't create two new ones.

BUSINESS CONTINUITY

If your site becomes unmaintainable, we are honest about it. We can guide you through a Magento to Shopify Migration if the cost of support outweighs the value of the platform.

<1hr

CRITICAL RESPONSE

99.9%

UPTIME GOAL

24/7

MONITORING

100%

CERTIFIED DEVS

SUPPORT METRICS

Our technology partners

Looking for a true Magento partner?

Start a Project

Telling their story like it's our own

Penn State University

+36% user engagement
+67% site speed

Runners Athletics

+240% Revenue
+180% AOV

Penn State Berkey Creamery

+70% Conversion Rate
+56% Revenue

Paypal & Dominate

+$13Million Monthly Transactions

FREQUENTLY ASKED QUESTIONS

: Yes. Our enterprise support retainers include 24/7 emergency monitoring and response for "Severity 1" issues (site down, checkout broken). Standard development is done during business hours.
: Contact us immediately. We have a specific protocol for compromised sites involving our Magento Code Audit to isolate the malware, patch the vulnerability, and restore your site from clean backups.

: We work on a monthly retainer model (Block of Hours). This ensures you have reserved developer resources every month for updates, patches, and feature work. Unused hours can often roll over (depending on the plan).
: Absolutely. Version upgrades are a core part of our Adobe Commerce Development services. We ensure all extensions and custom themes are compatible with the new version before deploying.