It's in our DNA.
Dedicated support t
As a development partner, one of our most crucial roles is the day-to-day support and maintenance of our customers websites. We understand the importance of being readily available to handle any issue at the moment it arises and the commercial impact slow responses to important issues can have.
If you aren’t receiving the level of service and support your ecommerce store needs or your requirements have changed, contact us to find out how our team can help.
Focused on prevention
We have a strong focus on being proactive rather than reactive when it comes to supporting our customers, and for that reason, all of our servers and applications are monitored around the clock. Our monitoring provides our support team with warnings and visibility of ongoing processes in real-time, so small problems can be rectified before they manifest into larger ones.
We maintain a strict four-stage release process on all developments before they are made live. This process enables us to reduce the risk of encountering even the smallest of problems during the critical time new development features are introduced to the live site.
We support our customers on a retainer basis and as part of any retainer, there is a service level agreement which outlines strict response and resolution times dependent on the nature of the problem. We maintain contact with our customers throughout the support process using our support ticket system, as well as by phone.
Our support team is independent of our development team, so this means that planned development and ongoing project work does not hinder our response and resolution time.
Rachel Jones, Head of Ecommerce, Charlotte Tilbury
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