Ixis IT Limited

Magento Support and Maintenance

Ixis's experienced support engineers will keep your Magento site secure via our UK based 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 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

Service documents


G-Cloud 11

Service ID

7 2 7 2 0 0 8 3 2 0 6 9 4 6 6


Ixis IT Limited

Dan Pala




Planning service
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
Hosting or software services the planning service works with
  • Magento
  • PHP


Training service provided

Setup and migration

Setup or migration service available
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
List of supported services
Linux Open Source Managed Cloud Hosting

Quality assurance and performance testing

Quality assurance and performance testing service
How the quality assurance and performance testing works
Ixis are ISO 9001 Certified ensuring consistent process is achieved
and followed.
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 testing

Security services
Security services type
Security audit services

Ongoing support

Ongoing support service
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Our support covers any Magento 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 scope

Service constraints
We are flexible with our approach and staff work remotely to provide support

User support

Email or online ticketing support
Email or online ticketing
Support response times
Response Times Mon - Fri 9am - 6pm
P1- Urgent
30 Minute response time
Target to restore service in 2 hours
P2 - High
Respond within 2 hours
Target to restore service in 4 hours
P3 - Medium
Respond within 4 hours
Target to restore service in 2 working days
P4 - Low
Respond within 2 working days
Resolution to be discussed
P5 - Low
To be discussed and agreed
User can manage status and priority of support tickets
Online ticketing support accessibility
None or don’t know
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Support levels
We provide a single level of support provided in units of 8 hours.

Initial unit (8 hours) of support costs £750 per month.
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

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)


£750 per unit per month
Discount for educational organisations

Service documents

Return to top ↑