24x7 Magento Support & Maintenance

24/7/365 Magento Support

Our global Managed Services team is staffed around the clock with some best technology and Magento experts on the planet. Providing support via the Appnovation MS portal, our customer success team can deliver remote deskside support utilizing award winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Disaster Recovery

Appnovation can provide disaster recovery services inclusive of providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes.

Environment Backup & Restore

Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Maintenance of Environments

• Security Patching - Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems.

• Application Development Support Business - Drawing from the same resource pool as Appnovation Technology Enabled Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.

• Static Source Code Analysis - Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CSRF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise.

• Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Architecture Review & Capacity Planning

Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external.

Service Management Review

Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.

Appnovation Magento support and maintenance benefits include:

• A Single Point of Contact (SPOC) for operational support and maintenance of complex multi-vendor environments.
• 24/7/365 access to the Appnovation MS customer portal where customers can access the service desk to raise support tickets and feature requests.
• 24/7/365 access to the emergency support line staffed by a dedicated support team for rapid issue response and resolution.
• Issues raised via the portal are triaged and assigned to the correct stakeholder and tracked.
• In addition to our Magento partnership, we are also able to leverage our strong business partnerships with other major open technology vendors such as Acquia (Preferred Partner), MuleSoft (Premium), Alfresco (Platinum), Google, Atlassian, Janrain and more.
• Support and maintenance for Magento 1 and Magento 2
• Best practices, as well as the latest innovations, are researched and deployed to meet client support and maintenance needs.

Customers may continue to contact partner support directly, but by using Appnovation MS's support process they gain the added advantage of the strong ties we have with our hosting partners culminating in even faster turnaround times which otherwise may not be possible.

The Appnovation MS portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "Excellent" (5/5) rating thus far from our support customers.

Migrating to Magento

Appnovation helps online retailers of all sizes move to Magento from plethora of other platforms, including legacy and custom-built ones. Our Magento migration services not only everything a merchant needs to successfully migrate to Magento, Appnovation also can help with ecommerce strategy, technical optimization, UI/UX/CX design, customization, integration and 24x7 support and maintenance.   

Some of the more common reasons that e-retailers, whether B2C, B2B or both, move to the Magento platform from another existing ecommerce solution include:

• Greater scalability for growth
• Improved flexibility for expansion
• Heightened platform and customer data security needs
• Expanding integration requirements
• Overall site performance
• Access to new features
• Customization capabilities
• Proven reliability

Below is just a sample and some of the specific reasons clients have come to us for help migrating their e-retail experience to Magento. They include small to mid-market players all the way to large and enterprise platforms.

• Shopify to Magento migration
• BigCommerce to Magento migration
• osCommerce to Magento migration
• WooCommerce to Magento migration
• Volusion to Magento migration
• OpenCart to Magento migration
• Zen Cart to Magento migration
• IBM WebSphere to Magento migration
• Oracle Commerce Cloud to Magento migration
• Demandware to Magento migration  
• SAP Hybris to Magento migration
• Intershop to Magento migration
• NopCommerce to Magento migration

If you don’t see your platform on the list, fill out the form, email us or call and let’s talk. We likely have the migration expertise you are looking for as we have also migrated some of the most complex and sophisticated legacy and custom jobs ever built for ecommerce.

Magento Upgrades

Not only can Appnovation help migrate online retailers from another platform, it can also upgrade them from Open Source (formerly Community) to Commerce (formerly Enterprise) and/or Magento 1 to Magento 2.

Magento 1 to Magento 2 Upgrade

Magento 2 is both now and future, for any online merchant looking for improvements with scalability, flexibility, customizability, security, performance and features. Some of the reasons to go ahead and make the move up to Magento 2 if still on Magento 1:

• API is core
• Architecture built for speed
• Native support for HTML5 and CSS3
• Advanced content staging
• Elastic search
• In-Site PayPal experience
• PCI compliance hosted fields
• Integrated video
• Outstanding security made even better
• Zero table locking
• Better automated testing and rigorous extension testing
• New and fresh design in Admin
• Customizable data grid for catalog
• Responsive admin interface
• Streamlined checkout process
• New “marketplace”

Magento Community to Magento Commerce Upgrade

Magento Open Source (Community) is a great “starter ecommerce platform,” but simply put, any online retailer or vendor looking to scale and needing access to a higher level of performance as well as more and robust features absolutely should be considering, if not already planning on, moving to Magento Commerce (Enterprise).

Below is just some of what migrating from Magento Open Source to Magento Commerce means. With Commerce you get everything in Open Source plus:

• Notable improvement in online shopping experience through
  • Increasing the page load times
  • Acceleration the checkout process
  • Access to additional third party extensions
  • Access to enhanced shopper targeting features
• Greater scalability and flexibility to accommodate future growth and expansion
• Performance is faster across the board, affecting everything from development to shopping
• Access to dynamic marketing, merchandising and search capabilities
• Better management tools to leverage
• Increased customer loyalty through variety of rewards, points and credits programs
• Advanced customer segmentation options, geo-targeting and full page caching
• SOLR Search and PCI compliance with SOLR search
• Ability to stage and merge content
• Leveragability of persistent shopping cart, assisted shopping, automated email marketing reminders