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Q. What will happen if the bug arises in Magento Contributed or Custom Module?

MageShield will repair the bug and submit the fix to the development team, the development team will decide whether to commit the fix or not. In case the development team decides not to commit the fix, client should maintain the fix in next upgrade considering it as a custom module.

Also, use of different version of module may be required if it is determined that the problem can be fixed in an alternate version. In such cases, MageShield may recommend work arounds or permanent solutions using alternate modules or methods for achieving the required fixes.We only support security patches or Severity 1 and 2 issue on modules to ensure site is protected and running. All other bugs are handled through a separate development contract.

Q. Will MageShield fix the bug occurring in third party application and utilities?

No. In case of third party application and utilities MageShield will not attempt any fixes.

Q. How does the Maintenance team of MageShield work with the client’s Development team?

During the maintenance contract if bug is encountered, MageShield may fix the bug and provide it to the developer, or MageShield may provide the required advice to the development team to implement the fix themselves depending on the urgency and situation.

Q. Is there a possibility that MageShield may decline to fix and repair the bug?

Generally MageShield does not decline to repair the bug and the resolution is done on MageShield’s process model described above but MageShield may find certain repairs beyond the scope of subscription plan and may decline to fix the bug and perform repair. It should be noted that specific resolution and resolution time is not guaranteed.

Q. Is Magento updates and security patches a part of ticketing or it will be considered additional?

Yes. The Magento updates and security patches will be considered additional and will be done on regular basis.

Q. Do I have to change web hosting providers?

If you sign up for Platinum or Enterprise plan then you don’t need to change your hosting provider. However, the Silver and Gold plan does not support 3rd party hosting. [More information about our hosting service]

Q. Are there requirements for my web hosting environment?

Yes – to get all the benefits of our service, we highly recommend the following environment:

LAMP Environment preferred
Windows hosting taken on case-by-case basis
PHP 5.2 or higher
MySQL 5.0 or higher
SFTP and/or SSH capable and enabled

For automated and/or offsite backups you should also have the ability to email, FTP or SFTP to/from the server.

Q. What happens if my site breaks when you update Magento or my modules/theme(s)?

If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).

We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you’d like us to move forward.

Q. How do I submit a request for basic theme and other modifications?

You can submit requests directly by logging in and raising a ticket. Or you can simply email the requirement to your dedicated account executive who will raise the ticket on your behalf.

Q. What can I use my one hour per month for?

A few things most clients use their hour for:
UI troubleshooting (HTML, CSS, Javascript)
Styling elements with CSS
Content Population & Image Manipulation
If you’re unsure, or want to know before signing up, please contact us.

Q. Does my one hour of website update time or tickets roll over if unused?

Unfortunately, no. At this time in order for us to properly manage time allocated to each account per month, we cannot allow for hours or tickets to rollover.

Q. What happens if my site is compromised or flagged as malware?

Please, first understand this happens to thousands of sites daily and will not destroy your online presence. We can quickly help you resolve these issues and clear your flags from search engines.

In these instances, our team of experts will investigate, clean and/or restore your site and help you move forward. Once resolved, we will notify you to re-submit to Google and/or other search engines for review, removing the malware notice(s).

Q. Can I cancel at anytime?

Yes – after your first two months you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.

Can you re-design our website? What if we have a specific project/web design/development need?
Such requirements come under separate development plan.