Magento Managed Support Services That Keep Your Store Live
Your store runs 24 hours a day. Your managed support plan should too. Redefine provides service-level-agreement-backed monitoring, incident response, and proactive optimization so your operations team stops firefighting and starts scaling.
Every hour your store is down, your revenue is not
Most ecommerce teams discover a support problem after it becomes a revenue problem. Slow response, manual monitoring, and no defined escalation path cost you more than a managed retainer ever would.
Average downtime cost
$5,800/hr
For mid-market ecommerce stores during peak trading
Average response time
6+ hours
Without a managed support agreement in place
Emergency development rate
3x retainer
The typical premium for unplanned incident response work
Without managed support
- Discover incidents from customer complaints, not monitoring
- Wait hours for a developer to become available
- Security patches applied weeks late, if at all
- No rollback plan means every deployment is a risk
With Redefine managed services
- Automated alerts fire before customers notice any issue
- Service level agreement-guaranteed response within 30 minutes to 2 hours
- Security patches scheduled and applied within 48 hours
- Every deployment staged, reviewed, and rollback-ready
From Signed Agreement to First Incident Resolved in 10 Days
You get a dedicated engineer and live monitoring before your first sprint review. The onboarding sequence is fixed, documented, and yours to inspect at any point.
Day 1
Kickoff Call
Store access, goals, incident history, and escalation contacts
Days 2 to 4
Technical Audit
Infrastructure map, risk register, patch backlog, and performance baseline
Days 5 to 7
Tooling Setup
Monitoring agents, alert routing, runbooks, and staging environment verified
Days 8 to 9
Service Level Agreement Handover
Plan activated, engineer assigned, service level agreement clock starts, you receive your dashboard login
Day 10
First Incident Resolved
Real ticket triaged and closed within service level agreement window. Your first weekly report follows
Store Access Checklist
In ProgressNext: Technical audit starts Day 2. Your dedicated engineer is assigned.
Security patch CVE-2024-1187 unapplied (47 days)
Priority: Immediate · Owner: Redefine
Redis maxmemory not configured: risk of out-of-memory crash
Priority: Immediate · Owner: Redefine
Elasticsearch reindex not scheduled: search degradation risk
Priority: This sprint · Owner: Redefine
Deploy pipeline has no staging gate: hotfixes go direct to production
Priority: This sprint · Owner: Redefine
Store Uptime
99.98%
Last 30 days
Response Time
312ms
Time to first byte average
Alert triggered: 14:32
Payment gateway timeout rate exceeded 8% threshold on checkout page
Engineer on ticket: 14:49 (17 minutes)
Identified Braintree connection pool exhausted due to scheduled task lock contention
Resolved: 15:08 (36 minutes total)
Scheduled task lock released, connection pool reconfigured. Within 2-hour service level agreement.
Root cause report and preventive patch delivered within 24 hours.
Everything your store needs, covered and documented
Each capability in your managed plan is defined, scoped, and deliverable from day one. No ambiguous retainers. No scope creep.
Proactive monitoring, around the clock
Your store is watched by automated agents 24/7. Uptime, response time, error rates, and queue health all monitored at 60-second intervals. You receive a weekly digest and immediate alerts for anything above threshold.
Storefront
218ms
Checkout
344ms
Admin
412ms
Application programming interface
89ms
Security patch management
CVE monitoring and patching within 48 hours for critical vulnerabilities. Scheduled maintenance windows for standard updates. Every patch tested on staging before production.
Service level agreement-backed incident response
P1 (site down) response in 30 minutes. P2 (critical feature broken) in 2 hours. Every incident gets a root cause report and a preventive fix, not just a restart.
Performance optimization cycles
Monthly Core Web Vitals review, cache tuning, database query analysis, and image pipeline checks. Performance improvements are part of the retainer, not a separate statement of work.
Deployment safety net
Every release goes through a staged pipeline. Pre-deploy checklist, smoke test on staging, and a rollback plan documented before any code touches production.
Quarterly audit modules included
Every quarter your store receives a structured audit across four dimensions. Each audit produces a prioritized action list. Redefine handles the fixes as part of your plan, with no additional scope negotiation.
Explore standalone Magento Site Audit Services →Security audit
Common vulnerabilities and exposures scan, access review, Payment Card Industry posture check
Performance audit
Core Web Vitals, load, slow queries, Varnish
Code health audit
Extension conflicts, dead code, upgrade blockers
User experience friction audit
Checkout flow, mobile, error pages, call-to-action clarity
Choose your service level agreement tier
Three plans. All plans include monitoring, patching, quarterly audits, and a named engineer. Response time and included hours change by tier.
Scoped before work starts. Line-by-line pricing. No commitment required to receive a proposal.
Essential
From $1,499/mo
Best for stores with lower incident frequency and business-hours operations
- 4-hour P1 service level agreement, business hours
- 24/7 automated monitoring
- 8 hours included monthly
- Monthly performance report
- 24/7 on-call engineer
- Architecture review calls
Professional
Most chosenFrom $2,999/mo
Best for stores where downtime during evenings or weekends directly costs revenue
- 30-minute P1, 2-hour P2 service level agreement, 24/7
- 24/7 automated monitoring
- 20 hours included monthly
- Weekly report and monthly strategy call
- Named 24/7 on-call engineer
- Custom service level agreement credits
Enterprise
Custom
Best for enterprise stores needing custom service level agreements, multi-region support, and a dedicated engineering team
- Custom service level agreement (down to 15-minute P1)
- Dedicated engineering pod
- Unlimited included hours
- Service level agreement credit commitment
- Quarterly architecture review calls
- Multi-region and multi-store support
How your incidents move from alert to resolved
Every alert follows a defined path. No manual triage, no guesswork on priority. The workflow runs the same way at 3am on a Sunday as it does at 10am on a Tuesday.
Monitoring Agent
60-second checks on 14 endpoints
Alert Fired
Threshold breached, severity auto-assigned
Engineer Paged
On-call engineer notified via PagerDuty
Runbook Opened
Pre-built resolution steps for this alert type
Incident Closed
Root cause report delivered within 24 hours
P1 Response
0:00
Site down service level agreement
P2 Response
2:00
Critical feature service level agreement
Patch Deploy
48 hours
Critical common vulnerability window
Root Cause
24 hours
Post-incident report
Managed ops that scaled revenue to $120 million
Corporate Gear
Corporate Gear serves businesses with branded merchandise and apparel through a headless ecommerce platform with enterprise resource planning integration.
Operational challenge
The site experience was limiting lead generation and conversion. Optimization required structured testing, clearer user journeys, and better alignment between the platform, enterprise resource planning system, and marketing stack. Ongoing platform health was reactive, not managed.
Solution
A continuous optimization and platform management program was implemented across the ecommerce stack. A/B and multivariate testing identified high-performing layouts. User experience and accessibility improvements reduced friction across key conversion paths. Search engine optimization and analytics were aligned with revenue metrics. The enterprise resource planning and headless architecture were maintained and optimized on a retainer model.
Result
$0M
annual revenue achieved
Continuous testing, data-driven optimization, and managed platform stability scaled Corporate Gear to over $120 million in annual revenue. Improved personalization and usability strengthened customer engagement and loyalty across the ecommerce operation.
Attributable to
Ongoing ecommerce platform management, enterprise resource planning integration maintenance, search engine optimization, analytics, and conversion rate optimization on a managed retainer model
Why ecommerce directors choose Redefine
Most managed support agreements bury the service level agreement details and the onboarding timeline in a master services agreement you only read when something goes wrong. We put ours on the page.
| Capability | Typical managed partner | Redefine |
|---|---|---|
| Service level agreement response times published on the page | ||
| Dedicated named engineer from day one | ||
| Onboarding completed in 10 days or fewer | ||
| Quarterly audit modules included in plan | ||
| Root cause report within 24 hours of incident | ||
| Transparent pricing, no hidden hourly billing |
Questions buyers ask before they sign
On Professional and Enterprise plans, a missed service level agreement triggers a credit against your next invoice. The credit amount is calculated from the time of alert to time of first engineer response. Credits are applied automatically, without requiring you to raise a claim.
Yes. Plan upgrades take effect at the start of your next billing cycle. There is no re-onboarding and no additional setup fee. Your engineer, runbooks, and monitoring configuration carry forward to the new tier.
Both. We support Adobe Commerce Cloud Pro and Starter, Adobe Commerce on-premise, and Magento Open Source on third-party infrastructure. The service level agreement and monitoring coverage is the same across all hosting configurations. Infrastructure-layer incidents on Cloud are coordinated with Adobe support.
Included hours cover monitoring, patching, incident response, quarterly audits, and deployment reviews. New feature development, major version upgrades, and third-party integration builds are scoped and priced separately. You will always receive a written estimate before work outside the plan begins.
Most handovers complete in 10 days. If your outgoing agency provides documentation and access, the process is faster. If there is no documentation, we run the technical audit first and build the runbooks during onboarding. We have transitioned from situations with zero documentation and still reached full monitoring coverage within the 10-day window.
Is Redefine the right fit for your store?
We are direct about this. Managed services are not right for every situation.
Good fit
- Adobe Commerce or Magento 2.x on any hosting
- Revenue above $2 million annually, or growing toward it
- Downtime or performance issues have cost you revenue
- No in-house Adobe Commerce engineer on the team
- You want documented service level agreement, not "we'll do our best"
Less likely a fit
- Magento 1.x stores with no migration plan (we recommend upgrading first)
- Stores generating under $500,000 annually where the retainer cost outweighs the benefit
- Teams that want to keep all engineering in-house and just need occasional ad-hoc help
Not sure? Tell us your situation and we will be straight with you about whether managed services make sense for your store right now.
Get your scoped support plan
Tell us about your store and your current support situation. We will review it and send a scoped proposal within 3 business days.
- Call within 48 hours of submission
- Scoped proposal in 3 business days
- Monitoring live within 1 week of sign-off
What we review before we scope
- Store URL, Adobe Commerce or Magento edition, and hosting (cloud, platform-as-a-service, or self-hosted)
- Traffic patterns, peak seasons, and any recent incidents or checkout issues you mention
- How your team handles patches, releases, and on-call today, so the plan closes real gaps
Brief received
We will review your store situation and send a scoped proposal within 3 business days. Someone from the team will call within 48 hours to confirm.
Plan interest
Managed services · Adobe Commerce
Your customers should never be the ones who tell you the store is down.
We watch your store 24 / 7, respond within service level agreement, and send you a weekly report before you think to ask. One engineer. One plan. No surprises.
22min
Average P1 response
0
Open incidents
312ms
Time to first byte average
Recent activity
Security patch 2.4.7-p3 applied · staging verified
Today, 04:12 · Engineer: Jamie R.
Weekly performance report sent
Yesterday, 08:00 · Auto-generated
INC-0041: Checkout latency spike · resolved in 34 minutes
3 days ago · P2 · Within service level agreement