On Tap has built a strong reputation on the quality of Magento support offered to customers through our service called SupportFlow.
SupportFlow puts a dedicated team of Magento professionals at the ready to ensure that your online store remains online, sustainable and competitive at all times. With SupportFlow, you will quickly get the peace of mind that your ecommerce platform is being fully supported.
SupportFlow covers not just outages and problems, but a full range of day-to-day business support centred around your Magento system.
Totally transparent SLAs
We are totally upfront and transparent about what you can expect from SupportFlow. The graph shows you our average response times for support tickets in the last 30 days. This is real data and serves to demonstrate that we massively outperform our SLAs every single day, and can offer you response times within minutes – not hours.
This commitment to service underpins how On Tap approach supporting your Magento store.
| Yesterday's average response time: | 7 minutes |
| 30 day average response time: | 6 minutes |
Inclusive support
- Full or partial outages
Fast reaction when something goes wrong. - Magento is giving an error message
If you think something is broken, we will investigate. If necessary, we’ll undertake an emergency bug fix. - “How do I?” questions
For when you need assistance in using features of Magento. - Troubleshooting
If you need some assistance as to why you can’t get something working in the way you expect. - Training
If you would like to receive some over the phone/web-delivered training. - Development/Customisation
You can request developments and customisations to your site. - Administrative support
Need help re-configuring your store? Need to import data? Data migration into Magento? Product data-entry, etc. - Extension installation
We will install Magento extensions and will provide first-line technical support for all third-party extensions. - Magento upgrades
We can upgrade your store to the latest version of Magento.
SupportFlow is subscription based, with strong SLAs in place to deliver dependable levels of support when you need it most.
| SupportFlow feature overview… | Basic | Bronze | Silver | Gold | Platinum |
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| 24/7 hardware and software monitoring of your live platform |
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| Event-triggered alerts and notifications |
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| Online Customer Service Portal and email issue logging |
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| Magento product support |
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| Training |
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| Priority-based service response |
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| Talk to support team via instant messaging |
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| Telephone support |
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| Application development support (extensions, customisations) |
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| Development staging environment and code repository |
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| Dedicated Project Management Team |
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| Monthly support hours included | 5 | 15 | 30 | 60 | 120 |
| Monthly subscription cost | POA | POA | POA | POA | POA |
Key benefits
- Access to the support team by web, live chat and telephone.
- Support for any Magento store, regardless of who did the original build and customisations.
- Magento product support – assisting in all areas of running your Magento store.
- Service-led support based on the industry-standard ITSM framework.
- Online Customer Support Portal, providing integrated issue and project tracking.
- Rapid issue response.
- Complete development support.
- Development staging hosting environment and code repository included.
- Affordable, on-going support – with no lengthy contracts. Easily swap between plans.
Commitment based upon service quality
SupportFlow does not have long tie-in periods. It is testament to the quality of service provided that our customers continue to use and trust the service month-after-month.