Magento Support

Support Plans

Flexibility & Peace of mind

Magento Support Plans from View 6 give you the flexibility and peace of mind to get on with running your online business.

Feature Ad-hoc S2 S4 S8 S16
Reactive service yes yes yes yes yes
Priority Response x yes yes yes yes
Ticket Support x yes yes yes yes
Phone Support* x x x yes yes
Proactive service x x x x x
Minimum Billing Amount 2 hr 15 min 15 min 15 min 15 min
Response Time (hours*) 72 16 16 16 9
Monthly Hours x 2 4 8 16
Price £65 p/h £110 p/m £220 p/m £440 p/m £880 p/m
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  1. You purchase a Support Plan or Magento Manager Service at the start of the month & the allocated hours are assigned to your online account.
  2. We log our time in 15 minute blocks (unless you are using Ad-hoc) and update your account as tickets, tasks, requests and account management tasks are completed.
  3. If you start to run low on time, you can purchase an additional block of time (min 4 hours). Any unplanned time that is over your allowance will be billed at £65 p/h + VAT at the end of each month.
  4. You can login and view your account to track all of your support requests, tickets, tasks and other actions and time used, online – any time, see screengrab below.
  1. Support Plan and Magento Manger hours have priority over Ad-hoc work requests. This includes critical security updates being implemented for your website, development work and support tickets.
  2. Time is deducted in 15 minute blocks vs a 1 hour minimum charge for Ad-hoc work, saving you money.
  3. It allows you to manage your costs and requirements during the month.

If you decide to leave our service, we’ll refund any unused hours on your account from that month.

  • Hours are working hours; those hours between 9:00 & 17:00 GMT Monday to Friday (excluding UK Bank Holidays). A response is, at minimum, an acknowledgement of your support request. While we endeavour to also resolve your support request within these times scales it is not always possible.
  • Phone support is within working hours.
  • Monthly hours expire after 30 days.
  • Magento Manager Plans have a min 3 month minimum duration, billed monthly in advance.
  • Magento Manager customers will require an ‘on-boarding’ process, which will take between 4-6 hours of your first months billing cycle.