Support plans and services
Monthly and yearly support plans, response times and custom work.
What is the difference between monthly and yearly billing?
Every support plan is available monthly or yearly. The yearly plan is billed once a year at the price of ten months, so you get two months free. You can move between the two at the next renewal.
Do subscriptions renew automatically?
Yes. Support subscriptions are paid in advance and renew automatically at the end of each monthly or yearly period, until you cancel. The payment method on file is charged for the next period.
If we change the price of a subscription, we tell you by email before the new price applies to your next renewal.
How do I cancel a subscription?
You can cancel any time under My Account › My Subscriptions. You are not charged again; cancelling does not refund the current period unless the law requires it.
How fast does support respond?
First response times depend on your plan or product:
- Extension license: within 24 business hours
- Magento Support Starter: within 24 business hours
- Magento Support Pro: priority tickets within 8 business hours
- Shopify Store Care: within 24 business hours
- Adobe Commerce Cloud Ops: incidents within 2 hours, 24/7 for critical incidents
- Enterprise: 24/7 incident response with a 2-hour SLA
Business hours are Monday to Friday. The response time of your plan is listed on its plan card.
What access do your engineers need to my store?
Depending on the work, our engineers may need access to your store admin, code repository, hosting or cloud environment. We use only the access you choose to give us, for the work you ask for, and treat your code and data as confidential.
We ask you to give access through separate accounts or keys you can revoke at any time, to keep current backups, and to review changes on a staging environment before they reach your live store.
Who owns the custom code written for my store?
Custom code written specifically for your store under a support subscription becomes yours once the related fees have been paid in full. We keep ownership of our extensions, tools and libraries; where they are included in your store, you receive a license to use them with that store.
Can you build a custom feature or fix an urgent problem?
Yes. Talk to an expert: describe your store and what you need, and an engineer replies within one business day with a plan and a price.
Which platforms do you work with?
We concentrate on a small number of platforms so we can know them well:
- Magento 2 (Magento Open Source)
- Adobe Commerce, including Adobe Commerce Cloud
- Shopify
- WordPress
Didn't find the answer to your question?
We are always happy to help you out.