Go-live Support

Most clients are quite underwhelmed by the post go-live support options they are given by their chosen solution integrator.  

It is critical that you ask the following important questions during the early stages of your eCommerce project so that you’re not surprised once you are live. 

  1. How does your support contract work? Is it use it or lose it? i.e. 20 hours per month for 6-12 months?
    1. Problem: This type of support contract favors the solution integrator. Inevitably you may not use the full 20 hours in which case, you may lose those hours and still pay. In addition, you’ll be signed up for a long-term contract making it difficult to depart in the event that issues arise with that solution integrator.

    2. Solution: Alpine offers flexible Magento support buckets that can be used for any Magento task – they also do not expire and the client has full discretion on how they’d like to use those hours. Our clients are never tied into long-term contracts

  2. What type of SLA is included?
    1. Problem: Most do not include an SLA unless you’re paying extra. Even when you’re paying you may get, at best, a 4-hour SLA – that’s a long time to wait for your site to be operational again.

    2. Solution: Alpine offers a flexible month-to-month industry-leading 15 minute SLA on all critical site-down issues. You can be sure that your Magento application will be up and running quickly. You can choose to activate or deactivate the SLA at any time .

  3. Who is working on my support tickets?
    1. Problem: Most solution integrators will transfer support to a 3rd party team (usually offshore) and utilize support/development teams that have never seen the site or code. This creates problems as continuity is broken and the client experiences frustration as the entire support team is new (including project and account management).

    2. Solution: Alpine believes in full continuity, and we keep all of the major resources engaged and informed during the support phase. For example, if architectural issues arise, the technical architect who designed the system initially will be the one looking at it from a support standpoint.