Customer Support

If you have a new idea, a feature desired found a new bug or need an adjustment on something you can let us know easily using any of the methods below:

  • from your account, simply submit the new task form – we’ll take it from there and get right back to you with answers and possible courses of action;
  • e-mail us at helpdesk@mage-solvent.com

Why no phone call? Having things written down helps us all by keeping a record of things. This is meant to prevent forgetfulness and keep the order of tasks. The first task is taken care of first – except for when you tell us something is urgent.

Be it bug, improvement, feature, or anything else, you can track the progress in the bug tracker. Just login with your username and password and select the task at hand.

You’ll see the full notes, progress, and anything else related to that task. Even screenshots and other relevant files if the task requires them.

For just the status, check out your Mage Solvent dashboard by logging into your account.

With any plan, you get the development clone. That is your own Magento testing environment, that only you, your team and we have access to. There is no critical data held over there and nothing is off-limits.

Test if the latest task really is fixed, test if something works or not, and whatever you need. Place orders, add products, and anything. This is the playground.

Remember, you can find the link and your account to the development clone in your account.

Easy. To be sure we’ll be able to take the time needed in order to properly analyze your idea and the impact if might have on your store, use any of the methods below:

  • from your account, simply submit the new task form – we’ll take it from there and get right back to you with answers and possible courses of action;
  • e-mail us at helpdesk@mage-solvent.com

note: of course we can talk about this on Skype or phone if it’s in the planning phase.

Since it’s just an idea or question, you can always just leave the idea be and don’t continue with it. Maybe you decide it’s not needed. Or that it will be done later this year or next year and you just wanted to know the specifics about it. It’s totally ok.

Pre-sales Questions

No.

We can, however, help you pick a great hosting company and package for your store based on your needs.

Why don’t we offer hosting services? We’d rather focus on managing and developing Magento stores than split our focus into several things. We also believe that you should not be ‘locked’. Say you don’t need our services after working with us for three years. You’d have to move your store and a lot of complications. But if your store is stored on a dedicated place, a proper hosting company with all the bells and whistles, there is no stress. Your hosting plan is in your company’s name.

This also allows us to experience a wider variety of hosting setups and plans, and we can properly optimize a lot of dedicated servers and VPS services to be up to par. That’s why we can even offer individual services like Magento Optimization.

No.

There are three scenarios in which you could get a better price:

  • enroll in a yearly contract, see our homepage for the discount for each plan if you pay a full year upfront;
  • you get certain discounts for our other services if you already have a plan with us;
  • special sales or occasional holiday sales;

No. But actually yes.

Mage Solvent is a managed Magento service with some extras like performance tuning and advanced debugging and customization.

If you were looking for someone to build your store from scratch, visit our parent website at https://sinnersprojects.com

The initial set-up and assessment usually take 3-5 business days.

During this time we check the state of your store, your hosting and we create the development clone where things will be tested and fixed before pushing changes to your live store. This allows us to maintain zero problems on your live revenue generating store.

After these 3 to 5 days, you’ll also get a report on what we consider to be the best route in which to get things done. If there are a lot of things wrong, we segment them into 3 categories: urgent, medium, and nice to have. Of course, it would help a lot if you already have some things in mind.

But mind you, we look at everything. From bugs to performance, UI errors, accessibility problems, and even on-page SEO stuff like properly integrating schema.org tags and everything else.

After you check what we found and agree to our plan of action, according to your plan and the hours included, we get to work. As soon as things are fixed and tasks are done, you are requested to check. If everything is good, we push the new features/fixes to the live store so you and your customers can benefit from them.

And so on. It’s a never-ending cycle for a continuously growing business that constantly wants to improve the lives of its customers.

note: of course, if something doesn’t fit into this month’s hours and you want it done ASAP we can add additional hours just once so everything will be done as per your desired timeframe.

No problem.

Reach out to us and tell us your task/problem.

We’ll get right back to you with a timeframe estimate and price estimate.

After your agreement, we’ll get right on it!

No. This is a custom on-demand service, and what we need to do usually differs from store to store. Fixing and improving stores takes time and expertise and we cannot be asked to offer this expertise for free.

Pricing & Payments

No.

There are three scenarios in which you could get a better price:

  • enroll in a yearly contract, see our homepage for the discount for each plan if you pay a full year upfront;
  • you get certain discounts for our other services if you already have a plan with us;
  • special sales or occasional holiday sales;

At the moment we’re only accepting bank wire (bank transfer) payments.

But we’re working on supporting credit card payments soon!

Yes. By default, we will automatically send you an invoice each month/year until you cancel our services.

You can cancel anytime, even after the first month.

 

note: our individual packages and/or services do not work on a subscription basis. They are a one-time payment.

We’re not absurd. Life sometimes happens. Work will not be stopped if you miss your payment deadline by up to 15 days. On the 16th day, you will get a formal e-mail in which we explain that everything is put on pause until payment is made.

We offer no refunds for work that was made on the live store.

Why? Before anything is said and done, we always check with you. Sometimes several times if we plan a new feature together and then we all test it, and only after that it’s pushed to the live store. Your explicit agreement and consent (and participation) in us doing something for your Magento store means that you needed it and clearly wanted that service. It would be a hassle to undo the changes to your live store, so we will just not offer a refund. If you just changed your mind after two weeks on a feature, it doesn’t mean a lot of work has not been put into it.

Technical

Sure. But we’d rather you buy them, to be honest.

Why? Since your store is going to use that license, it’s best that it is in your name. Because it’s yours. Of course, we can then install it and customize it as per your needs.

We can guide you through the whole process of choosing and buying the needed extension. We’ll do the research and heavy lifting.

What if the bug we’re facing is acknowledged on the official Magento GitHub but not solved yet? It can totally happen.

We’ll do our best to go around it. Either by a workaround or a temporary code-fix.

We’ll choose the best route to take based on the urgency of the bug.

Please keep in mind that things can go wrong everywhere. It’s not just the frontend we need to keep an eye for. It’s the back-end too! You don’t want your sales team get annoyed by a bug in the administration panel, do you? That can also hurt sales and overall team morale.

Critical bugs are prevented by always maintaining a development cycle.

That means that we always follow a procedure, no matter how simple the task at hand is:

The bug comes in -> Fixing is done on the development clone -> Testing takes place -> Problem confirmed as fixed by us and you -> Fix is pushed to the live store.

This also applies to upgrades, patches, new extensions, and anything else.

 

By respecting this workflow, during the testing phase, any possible bugs will be squashed if found. The advantage is that the bugs, if any, are not affecting the normal operations of your business.

We usually prefer to do changes to the live environment at night. So, no matter what your timezone is, we’ll schedule ourselves so your store will undergo the required maintenance/upgrade at night when most of your customers are offline.

Why? So your customers will not have their shopping experience affected.

In your account, here.

You’ll see everything there is to know regarding uptime. And the logs are held for up to 24months.

note: uptime logs are deleted on service cancellation.