24/7 Support
Support

Making your website the easiest thing to manage in your business

Taking care of your website

Managing a website can be complicated, there is no other tool in a marketer's box that you persevere with when things don't work as they should.

We focus on your website through regular, pro-active maintenance and monitoring so you can focus on achieving your marketing goals. Our job is to keep your site working at its best for your customers and marketing team.

When problems arise, we’re here to resolve them quickly with guaranteed response times, enabling you to work less overtime when your website just isn't working how it should.

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Keep your site healthy & secure 24/7
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Transparent Reporting
Control
Flexible Support Packages
Team
Dedicated UK-based support team
Our support packages include:
  • Dedicated 24/7 support
  • On-going maintenance of security patches
  • Key updates
  • 30 minute response time for high priority issues
  • Health checks and site audits
  • Monthly detailed time and activity reporting
  • Flexible support packages available 

Our support and development teams are certified and experienced in working with:

Drupal logo
Drupal
WordPress Logo
WordPress
Shopware Logo
Shopware
eZ Platform
eZ Platform
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Matt on the phone giving support
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 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.

ISO 9001 Certified
ISO 9001 Certified
Zend Certified Engineer
Zend Certified Engineer
ITIL led Service Desk
ITIL led Service Desk
Acquia Certified
Acquia Certified
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Ben Account Manager
Our account management process

Our Account Management Team will spend time understanding your business and getting to know you. We'll focus on your team and your customers to recognise what is important so that your support matches your needs.

Our account management process timeline
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Two people on a computer
Complimenting your in-house team

Because our support model is based on time rather than tickets opened we are able to scale the support service provided to your business depending on your business needs. We work closely with your in-house teams as part of the escalation and fault resolution plan ensuring that you always have the support available when you need it.

Our support engineers will support you with:

  • Monitoring of application security updates
  • Updating of contributed components - including security fixes
  • Assisting with contributed component selection and evaluation
  • Web and MySQL server optimisation for performance
  • Installation and configuration of new components
  • HTML/CSS/PHP theme changes to an existing template
  • Performance and optimisation (caching, varnish, memcache)
  • Support of custom components
  • Support of associated infrastructure
  • Liaising with other 3rd party technical suppliers
  • Provide an SEO report which highlights areas of improvement or opportunities.
Over 75% of our clients have stayed with us for more than 3 years, where contracts allow them to, and over 50% for more than 5 years
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Your customers are key to your business
Two people on computers typing

We help you prioritise requests using a customer-first approach and ensure the best value for your business. We ensure that your customers' experience isn't affected and that your team are able to achieve their goals by prioritising this over requests which won't affect your website or team's performance.

The support process was transparent and effective ensuring we had full visibility of issues that were being raised and resource allocated to the issues. All support issues were dealt with quickly and efficiently which enabled us to resolve problems for our customers quickly.
Kelly Sloan Business Analyst and Change Manager at IWFM
Kelly Sloan
Business Analyst and Change Manager at IWFM
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What's right for me?

Your business is dynamic and your support should be too. Support time can be rolled over when everything is running smoothly, meaning support is there when you need it. If your business takes a new direction, we can adapt your support time to allow for this.

Our website support is in plain english and designed to help you understand which option is exactly right for you. We'll discuss your business needs with you to offer a cost-effective package that will keep your website healthy, secure and working to its fullest so you no longer need to persevere with something that doesn't work as it should.

Let's work together

Get in touch and find out how we can empower your organisation.
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