Support
Magento Support
Comprehensive support
for Magento store owners
Let us help you make the most
of your investment in Magento.
Our knowledgeable support desk
will help you will all aspects
of your daily Magento usage.
On Tap's support services for Magento offer comprehensive coverage of all your day-to-day Magento needs. Being a Magento Enterprise Partner we supply a full range of SLA backed support for the Community, Professional and Enterprise editions of Magento.
Best in class support for Magento
On Tap's support plans provide a number of unique features that provide a more comprehensive coverage for your Magento solution than you can get anywhere else, including:
- General Magento usage
We'll support your use of all the built-in Magento features. - Troubleshooting
If you need some assistance as to why Magento won’t do something you think it should. - Administrative tasks
We'll undertake general administrative configuration tasks on your Magento system. - Development/Customisation
Need changes to your Magento store? One of the most experienced Magento development teams is at your disposal. - Training
We can arrange over the phone/web meeting training for your staff. - Magento extensions
We provide first-line support for all free extensions and modules lists on Magento Connect. - Magento upgrades
Need to upgrade? Let us manage the entire process for you.
Support Plans - How to Buy
Support is offered on a pre-paid basis, with a minimum block of 4 hours.
All work we do for you is accounted for in minute increments and is subtracted from the amount of time you have purchased. You then simply top-up your time credit as and when you need to.
Buy Support »Support Scope
Our comprehensive support plans cover most aspects of your use of Magento and will give you the peace of mind that help is just a click away.
Don't forget that support is part of the overall cost of ownership of your online business. If your site was offline for an hour, a day or longer, how much business would you lose? Not to mention tarnished reputation.
What we cover, and what we don't:
Included
- General usage
We'll support your use of all built-in Magento features. If you are having a problem configuring Magento or getting something to work as expected, then one of our experts will help you. - Third-party extensions
We provide first-line support all free extensions and modules listed at Magento Connect. We don't, however, guarantee to resolve all issues with third-party extensions. - Custom code
If On Tap have developed custom code for you, then we'll support it as part of your existing support plan. - Optimisation and Performance Tuning
Need help getting Magento to run faster? We'll assist. - Software installation
We'll support you installing the software in your hosting environment. - Code development
You can access to our highly skilled Magento development team for all your development and customisation requirements. - Training
We deliver remote training session as part of our support plans. These take place via web meeting/telephone sessions. - Magento upgrades
Need to upgrade to the latest version? Let us manage the process safely for you.
Excluded
- Core code bugs
If there is a bug in the core Magento code then you'll help verify that it is affecting you, but we don't guarantee that we'll fix it for you. - Development support
If you are trying to modify the Magento code yourself, or build your own extensions then our support plans won't cover you. However, should you get stuck, you should consider our Magento development services.
Frequently Asked Questions
I downloaded Magento and encountered problems with the installation, can you help?
Yes, we support any issue related to the installation of the platform.
I am using an external extension that is not part of the Magento Core - is this supported?
Yes! As long as it is listed if a free extension or module listed on Magento Connect. We only offer first-line support though on third-party extensions. We don't guarantee to resolve all issues. You might still need to speak to the extension's developer direct.
After downloading Magento, I have altered a few core files. Can I still get support for the product?
No, our support plans covers the Magento core product only with no changes to the original package.
What are the cases where On Tap will not support the Magento copy that I am currently using?
On Tap shall have no obligation to support the platform in the following cases:
- Altered or modified Software.
- Problems caused by the user negligence, misuse, hardware malfunction, use inconsistent with On Tap's instructions, or causes beyond the control of On Tap.
- Magento installed in an Operating Environment or in a hardware environment which is not supported by On Tap.
- Magento used beyond the scope of the applicable licenses.
- Software that is not the Current Version or the Previous Minor Version of the product.
However, we'll look at your situation individually to confirm.
I am having difficulty setting up my payment gateway, can you assist with this?
Yes, we provide assistance with configuring the payment gateway information.
Can I upgrade my support plan?
Yes, you may upgrade your support plan at any time.
What happens if I use all my alloted support time?
Further time can be purchased on our Support Portal.
Do you support upgrades to new versions of Magento?
If you are upgrading yourself and you require assistance, we will do so. However, we won't upgrade your system as part of your support plan.
How do I follow the progress of my ticket/issue?
The progress of current tickets, as well as history of previous ones, is available to view 24x7 via our online support portal.
What happens if I still have unused time in my account?
Unfortunately there are no refunds or credits for unused time. But you can use it for other support issues, as long as you do so within 3 months of first purchasing that time.
Can more than one person from my team contact the support team for help?
Yes.
I have a multi-store Magento system. Am I covered for all of them?
Yes.