Magento Support Packages

Support packages
SLA Starter Bronze Silver Gold Platinum
Included Support hours - 8 16 32 48
Support hours 9:00 - 18:00 GMT+7 9:00 - 18:00 GMT+7 9:00 - 18:00 GMT+7 9:00 - 22:00 GMT+7 9:00 - 22:00 GMT+7
Response time for show stopper issues   8h 4h 4h 1h
Backup (Daily/Monthly) Monthly Monthly Daily Daily Daily
Hosting server security update, monitoring and maintenance     Yes Yes Yes
Multiple servers setup support       Yes Yes
Magento Enterprise support         Yes
Optimize mysql, caching server, web server     Yes Yes Yes
Magento Security update Yes Yes Yes Yes Yes
Proactive Magento site availability monitoring Yes Yes Yes Yes Yes
Proactive Server monitoring     Yes Yes Yes
Monthly site performance and insights report     Yes Yes Yes
Helpdesk, email and live chat support Yes Yes Yes Yes Yes
Phone & Skype support         Yes
Cost per extra hour (USD) 40 30 22 18 15
Monthly cost (USD) 199 399 699 999 1999