Ixis's experienced support engineers will keep your Magento site secure via our UK based 24/7 ITIL Service Desk. We'll apply Magento security updates, update contributed plugins, assist with plugin selection and configure new plugins. Support also includes server and Magento optimisation for performance and theme changes to an existing template.
- Fully Managed 24/7 UK ITIL led based support service
- 30 minute response time for high priority issues under SLA
- Web support ticketing system, telephone hotline and email
- Detailed and transparent time tracking reports for clients
- Flexible support model based on time not tickets
- Simple on-boarding and migration process
- Comprehensive monitoring and reporting
- Extensive public sector expertise
- Release / deployment code quality manager role
- Support of associated infrastructure 3rd party web services included
- Assurance that the application is secure and up-to date
- Economical model, prioritising tickets and issues
- Single point of contact for support
- Dedicated Support Team
- Compliments any in-house development team
- Flexible to work with 3rd party suppliers
- Automated security updates and patching
- Unlimited service desk tickets
£750 per unit per month
- Education pricing available
Ixis IT Limited
|How the planning service works||
We allocate a set number of days to be used on initial consultancy and discovery work. This can include the following tasks:
Review all current documentation supplied by the buyer.
Develop a full set of project requirements and priorities.
Identify technical and project risks, and plan mitigation and management of these.
Research areas of particular complexity and risk - migrations and integrations etc.
Split Requirements into sprints of work and an initial estimation for project completion.
Present a report and recommendations on how to proceed.
|Planning service works with specific services||Yes|
|Hosting or software services the planning service works with||
|Training service provided||No|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||Having dedicated teams to assist buyers to migrate to the cloud or between cloud providers means we take to pressure away by liaising between cloud providers to make an transition to or between cloud services .|
|Setup or migration service is for specific cloud services||Yes|
|List of supported services||Linux Open Source Managed Cloud Hosting|
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||
Ixis are ISO 9001 Certified ensuring consistent process is achieved
All change request are performed in a QA/stage environment for client testing and sign off prior to Go Live.
The Ixis Support Service is ITIL led, and our Service Desk will ensure
that the performance and availability of your system is maintained 24
hours a day
|Security services type||
|Certified security testers||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
Our support covers any Drupal based applications developed by the buyer or 3rd party supplier.
We utilise a web accessible ITIL driven service support desk.
Multiple buyer/user accounts are available for interaction with the service support team.
Supported Hosting Services:
Amazon Web Services (AWS)
|Service constraints||We are flexible with our approach and staff work remotely to provide support|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Standard service operates between 8:30am - 6pm Monday to Friday. 24/7 support available at additional charge.
P1 Emergency - Acknowledge immediately - 30 Minute response time -
Restore service in 2 hours.
P2 High - Respond within 2 hours - Restore service / best efforts fix in 4 hours.
P3 Normal - Respond within 4 hours - Restore service in 2 normal working days.
P4 Low - Respond within 2 working days - Resolve to be discussed.
P5 Feature Request - To be discussed on calls.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
We provide a single level of support provided in units of 8 hours.
Initial unit (8 hours) of support costs £750.
Additional unit (8 hours) of support costs £600 per month
We provide an ITIL qualified service desk manager (SDM).
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|Price||£750 per unit per month|
|Discount for educational organisations||Yes|
|Pricing document||View uploaded document|
|Terms and conditions document||View uploaded document|