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IronPlane Managed Support

IPMS

Our managed support services provides clients with access to a dedicated team of Magento Professionals, offering both technical and business user support. The services come in 3 subscription-based service offerings to meet the varying support needs and budgets of our clients. From emergency support, to minor fixes, to custom upgrades, IPMS is designed with the goal of keeping clients’ online presence running smoothly.

IPMS HIGHLIGHTS

  • Extreme visibility into your tasks and projects
  • Instant time tracking
  • Roll-over and flexible hours
  • 24/7 support

IPMS LEVEL 1

  • requires hosting contract

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  • IPMS LEVEL 2

    • requires hosting contract

  • GET A QUOTE

  • IPMS LEVEL 3

    • requires hosting contract

  • GET A QUOTE

  • TRANSPARENCY & CONTROL

    From the smallest feature to the most complex site builds, we want our clients to have a clear sense at any moment of the status of their project. We have put in the place the following tools for clients to use.

    Project Management System:  All tasks are listed here and any relevant milestones. At a glance you can see what the progress is on any item and if we need something from you.

    Instant Messaging: If you are on IPMS 2 or IPMS 3 you will be set up in our instant messaging / chat tools. This let’s you communicate with your project manager in real time.

    Instant Time Tracking: Tracking hours used is critical for clients to manage their budget and plan what work they will do each month. Every time entry is logged in real time so you can see exactly how much time you have left each month. You will also be able to see which entry goes with which task.

    FLEXIBLE HOURS

    We understand that sometimes you will have months that are not focussed on site development and other times you will need more than usual. On IPMS 2 and 3, you will have the ability to roll over hours to a future month or pull in hours from the next month.

    We also ensure that we have enough resources available to anyone that needs them. We build in an automatic 30% hours buffer to whatever plan you are on. This allows for urgent situations or months that require more support than average.

    24/7 SUPERB SUPPORT

    Anyone on our hosting plan has automatic 24/7/365 site monitoring and support. After normal business hours these tickets are limited to emergency situations (site down or unresponsive). As a client you will have access to a variety of tools including a private, emergency response ticket system.

    Free Consulting* – Any client on IPMS 3 can take advantage of up to 30 minutes each month of free consulting and support. This can be used for training, ecommerce planning, or any challenges you are currently facing.

    SAFETY AND SECURITY

    We take safety and security very seriously. Any passwords or site credentials are stored in an encrypted vault. Only those individuals relevant to your project have access to these credentials. All clients are automatically set up in our dev environment which includes version control, a QA/QC process, and staging environment for review and testing.

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