E-Commerce Website Maintenance

1. What's included in each maintenance package?

   • All our maintenance packages include 24/7 website uptime monitoring, proactive support during downtime, monthly module update assessments, quarterly Magento version reviews, timely security patch implementation, and bi-weekly progress and planning calls. The main difference between tiers is the number of quarterly updates included:
     • Bronze (£1,250/month): No quarterly updates included
     • Silver (£1,750/month): 1 quarterly update per year
     • Gold (£2,100/month): 2 quarterly updates per year
     • Platinum (£2,600/month): All quarterly updates included

2. How do the different tiers compare?

   • Each tier offers the same core services, but they differ in the number of quarterly updates provided. The Bronze package does not include any quarterly updates, while the Silver, Gold, and Platinum packages include 1, 2, and all quarterly updates per year, respectively.

3. What is the process for implementing security patches?

   • We prioritize security by applying critical security patches within two weeks of their release. This ensures your website remains secure against potential threats, minimizing vulnerabilities and maintaining optimal performance.

4. How quickly can I expect support during downtime?

   • Our proactive support team is ready to respond rapidly if your website experiences downtime. We aim to minimize disruption to your business operations with immediate alerts and action.

5. Can I upgrade or downgrade my package?

   • Yes, you can upgrade or downgrade your maintenance package at any time. We recommend discussing your needs with our team to ensure you select the package that best fits your business requirements.

6. What is the initial audit, and why is it necessary?

   • The initial audit is a comprehensive assessment of your current code base and settings, conducted before starting a new contract. It establishes a solid baseline for maintenance, identifying any issues that need attention, categorized using a traffic light system (Red, Amber, Green).

7. How long is the contract, and what are the renewal terms?

   • All contracts have a minimum duration of 12 months and will automatically renew unless notice is given at least 30 days before the renewal date. Contracts renew at the prevailing rate at the time of renewal, with prices reviewed annually in November.

8. What are the benefits of regular module update assessments?

   • Regular module update assessments ensure that your website's components are up-to-date, enhancing functionality, performance, and security. By staying current with the latest updates, you can prevent potential issues and take advantage of new features that improve the user experience.

9. How do bi-weekly progress and planning calls work?

   • Our bi-weekly calls are designed to keep you informed and in control of your website's maintenance. During these calls, we'll discuss ongoing maintenance tasks, upcoming updates, and any concerns you might have. This regular communication helps us align our efforts with your business goals and ensures transparency.

10. What happens if my website requires additional developer days?

    • If your website needs extra development beyond what's covered in your package, we offer additional developer days for ongoing improvements. These can be purchased separately, allowing you to address specific needs or enhancements as they arise.

These additional FAQs provide more insights into the benefits and processes involved in DWS's maintenance packages, helping potential clients understand the full scope of what you offer. If you need further customization or have other questions, feel free to ask!