Magento support services that keep your store selling
Published service level agreement tiers. Proactive monitoring. A certified Adobe Commerce team that knows your stack before an incident happens.
Submit brief → call within 48 hours → scoped proposal in 3 days → retainer starts within 1 week of sign-off
The hidden cost of reactive support
Most ecommerce teams discover their support arrangement's limits at the worst possible moment: during a sale, a launch, or a silent outage at 2am.
Without dedicated Magento support
Generic ticket queues with no priority routing for critical Adobe Commerce issues
No published service level agreement, so response time is whatever the provider feels like that day
Reactive patching after vulnerabilities are already public and exploitable
You find out your store is down when a customer tweets at you
No clear audit pathway, so you never know what needs attention until something breaks
Average cost of one hour of ecommerce downtime for a mid-market store: $15,000 to $80,000 in lost revenue
With Redefine Magento support
Published service level agreement tiers with 1-hour to 4-hour response windows you can plan a business around
24/7 uptime monitoring with alerts to your Slack before your customers feel a slowdown
Scheduled patch cycles on a fixed cadence, before vulnerabilities surface publicly
A certified Adobe Commerce team that already knows your extension stack and custom modules
Quarterly audits built into every retainer, so you move from reactive to proactive
Retainer clients report 74% fewer critical incidents per year after the first 90 days of proactive monitoring
From discovery call to first ticket resolved in 5 days
You get a live support team, active monitoring, and a configured service level agreement before the end of week one. No ramp-up quarter. No drawn-out onboarding.
Day 1 to 2
Discovery call and environment brief
We gather your store URLs, hosting configuration, extension list, and current pain points.
Day 2 to 3
Technical audit and access setup
We audit your codebase, extension conflicts, database health, and server configuration.
Day 3 to 4
Service level agreement configuration and escalation paths
We set your response tiers, map your escalation contacts, and configure your incident priority framework.
Day 4
Monitoring stack activated
Uptime monitors, performance alerts, and your Slack integration go live. We watch your store so you don't have to.
Day 5
First ticket logged and resolved
Your support retainer is live. First test ticket confirmed, service level agreement clock running, and your team gets a resolution report.
Client brief: Submitted
Store Name
Meridian Outdoor Co.
Platform
Adobe Commerce 2.4.7
Monthly Revenue
$420,000
Hosting
Adobe Commerce Cloud
Current pain points
Brief received: discovery call scheduled for Day 2
Audit findings: Day 2
3 items flagged: resolution plan drafted and shared
Active service level agreement agreement: Meridian Outdoor Co.
Plan tier
Growth
P1 response
2 hours
Coverage hours
Monday to Saturday 8am to 10pm Eastern
Support hours per month
25 hours
Escalation path
Monitoring active: All systems operational
99.97%
Uptime 30d
1.4s
Avg time to first byte
0
Open alerts
TKT-0001: P1 Critical
Cache invalidation causing checkout errors on mobile
Reported
Day 5: 9:14am Eastern
First response
9:51am Eastern (37 minutes)
Resolution time
47 minutes total
Service level agreement target
2 hours: met
Retainer live: service level agreement clock confirmed: resolution report sent to stakeholders
Every layer of your Adobe Commerce stack
Your retainer covers the full operational surface: platform, extensions, integrations, and performance. Nothing falls through a gap because it belongs to a different team.
24/7 Proactive Monitoring
Uptime, performance, and error tracking runs continuously. You receive Slack or email alerts before slowdowns affect checkout conversion rates.
Explore managed services →Emergency Response
When your store goes down or checkout breaks, you reach a certified Adobe Commerce engineer in minutes, not hours. Our Enterprise plan covers Priority 0 incidents with a 30-minute response commitment.
Get emergency support →30 min
P0 response
2 hours
P1 response
24/7
Enterprise cover
Patch Management and Security
Adobe Commerce security patches, PHP version updates, and third-party extension updates are scheduled and applied on a fixed cadence. Vulnerabilities are addressed before they become exploits.
Integration Support
Enterprise resource planning, product information management, payment gateway, shipping, and marketing integration issues are covered by your retainer. No separate line items for connector issues.
Performance Optimization Modules
Page speed, Core Web Vitals, and catalog performance are reviewed quarterly and improved as part of your retainer, not as separate projects.
View optimization services →Workflow and Tooling
Staging environment management, deployment workflows, continuous integration and continuous delivery pipeline support, and version control branch management are all covered under your monthly hours.
Audit-to-Retainer Pathway
Start with a site audit before committing to ongoing support. Every audit includes a prioritized remediation plan and a support retainer recommendation scoped to your actual risk profile.
Start with an audit →Transparent service level agreement tiers. No hidden caveats.
Every plan includes onboarding, monitoring, and a documented escalation path. The difference is coverage hours, response time, and how much hands-on optimization time your team gets each month.
Essential
StandardBusiness hours coverage: Monday to Friday 9am to 6pm Eastern
- 4-hour critical incident response
- Uptime monitoring with alert routing
- Core patch management
- Weekly status report
- Up to 10 support hours per month
- After-hours emergency not included
Growth
Most popularExtended hours: Monday to Saturday 8am to 10pm Eastern
- 2-hour critical incident response
- Full patch and extension management
- Weekly and monthly performance review
- Quarterly site audit included
- Up to 25 support hours per month
- Integration support included
Enterprise
24/724/7/365 coverage with dedicated senior engineer
- 30-minute Priority 0 response, 1-hour Priority 1 response
- Dedicated senior Adobe Commerce engineer
- Real-time Slack or Teams channel
- Unlimited support hours
- Monthly deep-dive performance session
- Priority access to optimization sprints
Scoped before work starts · line-by-line pricing · no commitment to receive a proposal
Full pricing breakdown →Calculate your downtime exposure
Enter your store's numbers. See what inadequate Magento support actually costs your business each year.
Your store metrics
Average recovery time per incident for stores without a dedicated support retainer: 3.8 hours. With a retainer: 47 minutes.
Your annual exposure
Estimated downtime cost per year
$0
Based on incidents multiplied by average 3.8 hour recovery multiplied by hourly revenue rate
Team hours lost to support tasks per year
0 hours
Hours your team could reclaim for growth work
Estimated return on investment on Growth plan ($3,499 per month)
0x
Return on annual plan cost versus annual downtime exposure
Long-term support drives long-term growth
Corporate Gear
Corporate Branding & Apparel EcommerceCorporate Gear serves businesses with branded merchandise and apparel solutions, operating at enterprise scale across a competitive ecommerce market.
Website usability, accessibility, and conversion performance needed structured improvement across an active ecommerce operation. Existing efforts lacked testing rigour and consistent user journey alignment. The team was spending significant hours each week on reactive support tasks that could have been systematized.
A long-term optimization and support engagement was established covering user experience testing, performance improvements, conversion path refinement, accessibility compliance, and ongoing platform maintenance. Every sprint had a defined deliverable and a measurable outcome tied directly to revenue.
$0
Annual revenue achieved
Sustained
through ongoing retainer
Continuous testing, accessibility work, and platform support secured a competitive position in the corporate branding market and supported scalable revenue growth.
What most Magento support providers don't publish
Most implementation partners share response-time commitments only after you sign. We publish ours before you ask, because transparency is not a differentiator. It is a baseline.
Capability
Typical partner
Redefine
Service level agreement response time published before sign-up
24/7 emergency response included in a plan tier
Proactive monitoring with Slack alerts
Audit-to-retainer pathway with no sales pressure
Scheduled patch cadence (not reactive)
Monthly reporting with actionable recommendations
Before you decide
Your retainer covers ongoing monitoring, patch management, incident response within your service level agreement tier, integration support, and monthly or quarterly performance reviews. On Growth and Enterprise plans, you also get quarterly site audits and performance optimization modules. Every plan includes the 5-day onboarding process so your monitoring and escalation paths are live in the first week.
Priority 1 critical incidents get a 4-hour response on Essential, 2-hour on Growth, and 1-hour on Enterprise. Priority 0 incidents such as full site outages or checkout failures get a 30-minute response on Enterprise. Response time clocks start the moment a ticket is logged through your dedicated support channel. You receive a confirmation within the service level agreement window and an engineer assigned within the same window.
Yes. A site audit is often the right starting point, especially if you are unsure which service level agreement tier matches your actual risk profile. The audit delivers a prioritized findings report and a specific retainer recommendation scoped to your stack and traffic patterns. There is no pressure to proceed and no obligation to choose a retainer plan.
Yes. Extension conflicts, update compatibility, and integration breakages are included within your monthly support hours. This covers enterprise resource planning connectors, payment gateways, shipping application programming interfaces, product information management feeds, and marketing platform integrations. If a third-party vendor is responsible for a fix, we coordinate with them on your behalf so you do not need to manage that communication yourself.
On Enterprise, an engineer is available 24/7/365 and your monitoring system will trigger an alert before most outages become customer-visible. On Essential and Growth plans, after-hours outages are covered by the on-call escalation path with a best-effort response. For businesses with revenue exposure after hours, we recommend upgrading to Enterprise or adding the after-hours emergency supplement to a Growth plan.
Is this the right support plan for your store?
Not every team needs a dedicated Magento support retainer. Here is an honest breakdown.
Good fit when
- You are running Magento 2 Community Edition or Enterprise Edition and want proactive support rather than reactive fixes
- Your store generates consistent revenue and an outage or slow checkout has direct, measurable cost
- You need a published service level agreement you can show your stakeholders, not a verbal commitment
- Your internal team is spending 5 or more hours per week on ad hoc support tasks that a retainer should absorb
- You have 2 to 3 hours per week for sprint reviews and async approval: that is all the time this retainer needs from your side
Not a fit if
- You only need a one-off fix or a single extension install. That is a 2-hour task, not a retainer.
- Your store is pre-revenue or at an early stage where a monthly retainer cost exceeds the revenue risk
- You already have a dedicated 24/7 internal Adobe Commerce engineering team handling all support and patching
- You are planning to replatform to Shopify or BigCommerce in the next 6 months. Start that conversation with a migration audit instead.
Submit Your Brief. Proposal in 3 Days.
Tell us what your team is handling manually that a support retainer should own. We will scope a plan and send a line-by-line proposal without a sales call unless you want one.
Response within 48 hours
Scoped proposal in 3 business days
No commitment to receive a proposal
All code and intellectual property remains yours
Cross-service resources: Adobe Commerce development · Development cost guide
Call within 48 hours · proposal in 3 days · retainer starts within 1 week of sign-off
Brief received
We will review your situation and send a scoped support proposal within 3 business days. If the brief indicates an urgent issue, we will call within 24 hours.
Your Adobe Commerce store deserves support that does not make you wait
Submit a brief today. Receive a scoped, line-by-line support proposal within 3 business days. No sales call required. No commitment to proceed.
Call within 48 hours of brief submission
Scoped proposal in 3 business days
Retainer starts within 1 week of sign-off
Submit brief → call within 48 hours → proposal in 3 days → retainer starts within 1 week of sign-off
Patches shipped on a fixed cadence: before vulnerabilities surface publicly, not after your team opens a ticket.
Published critical response times
4 hours
Essential
2 hours
Growth
30 min
Enterprise Priority 0
Line-by-line service level agreement in every proposal. No hidden caveats after sign-off.
142
Support projects
60+
Brands served
47 min
Average recovery
Retainer clients report 74% fewer critical incidents after the first 90 days of proactive monitoring.