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Shopware Support

24/7 Shopware support. Because your business lives in a 24/7 world.

Shopware support packages include:
  • Dedicated 24/7 support
  • On-going maintenance of security patches
  • Key Shopware core updates
  • 30 minute response time for high priority issues
  • Health checks and site audits
  • Monthly detailed time and activity reporting
  • Flexible support packages available
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Why do I need Shopware support?
Shopware Support

If your business has an online store, it is vital that it remains as healthy and up to date as possible at all times. Regular website support and maintenance provides you peace of mind knowing that your website will continue to attract and retain customers, maintain search engine rankings and will continue to maintain its value over time.

The benefits for my business

Store maintenance is critical to any online retail business, regardless of size. Your store is a window into your business and products and it can also have a huge impact on how the value of your product or service is perceived.

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When you need us, we’re there

Ixis are one of the UK’s leading open source agencies and we pride ourselves on the website support services we provide. Depending on your Shopware stores support requirements we can provide a service level agreement that meets your business needs.

We provide a choice of open source support retainer agreements: 

  • Security only
  • Within UK office hours
  • Critical 24/7 service

Our dedicated UK-based support service desk ensures that if an issue arises we are able to resolve it for you quickly and efficiently. Our escalation procedures are second to none minimising website and system downtime to protect your business.
 

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Proactive not reactive support
Shopware Support

We offer an Information Technology Infrastructure Library (ITIL) support desk run by our team of analysts. They can be your first point of contact or provide second or third line technical support - it all depends on the nature of your request. This allows us to resolve challenges quickly - applying incident, change and problem management principles to continuously improve our service. 

We can review and investigate systems to identify risk or weak spots, and our ticketing system keeps track of your incident, so you can clearly see its status at any time. 

The ITIL support desk is your daily point of contact and each analyst will know about you, your business and your system. They’ll see your request through to resolution, managing the workflow and working with third party suppliers. The desk manager can also provide management service reporting tailored to your business needs. 

Beyond the service desk, you can use our client services representative to book Ixis resources for other activities.
 

The support we receive from Ixis is second to none. They continue to help ensure our infrastructure is capable of supporting our objectives.
Nick Morgalla
Nick Morgalla
Head of Digital Operations, British Council

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