1. Support Policy

Support Policy

1. Purpose

The purpose of this policy is to declare the extent and methods of support provided by MageMojo Hosting.  We recommend this policy be read carefully so every customer can understand our services.  Our Terms of Service and Acceptable Use Policy also apply to all customers. All policies are subject to change without prior notice.

2. Backup of Data

MageMojo maintains backups for disaster recovery purposes. It is recommended customers maintain their own regular backups offsite according to their own needs and convenience.  MageMojo does not support 3rd party backup software or guarantee it will work with our system.

We guarantee at least one daily backup of all files and databases on your service with backup retention for all files and databases at a 7 day maximum.

a. Restoration Policy

MageMojo will perform partial or full file restores as requested by the customer.  Databases can only be restored in full. We can make a copy of an older database available if the customer wants to reconcile any changes on their own.

3. Support Methods

Technical support and billing tickets must be submitted via an account registered on MageMojo.com through our ticket portal. Sales inquiries can always be emailed directly via sales@magemojo.com or our Sales phone line at +1 (800) 217-8142

4. Technical Support Availability

Technical support is available via our portal 24/7/365 with a 15 minute response time SLA.  We do not make any guarantees or offer SLAs on resolution time.  Please do not submit multiple tickets about the same issue or it will delay resolution and work on your issue.

5. Support Scope

MageMojo provides support for its server services and guarantees the core requirements for Magento 1 and 2 are available. issues caused by failures of these services to run Magento 1 properly or missing core requirements will be investigated and correct by MageMojo.

a. Supported

MageMojo Support does offer the following services:

  • Free migrations for new Stratus instances or purchases
  • Performance reviews for Magento 1 and 2
  • Investigation of Magento 1 and 2 issues to determine if they are hosting related.
    • If an issue is hosting related, we will make the proper configuration changes or adjustments
    • If an issue is not hosting related, typically a code bug or similar, we will make recommendations but no changes to our services
  • Assistance using our services such as our website, customer panels, and configuration inquiries
  • File and database restorations per our restoration policy from section 2a.
b. Not Supported

MageMojo Support will not perform the following services for you:

  • Support in languages other then English. While we have a diverse customer base and staff, we can only guarantee effective communication in English
    • Related to this, on sites that are not primarily in English, we will rely on in-browser translation and make a best effort.  If the different language (such as languages using non-Western alphabets) interferes or prevents our troubleshooting then service is no longer guaranteed
  • Basic site administration and management, including but not limited to –
    • Data imports/exports (with exception to full database imports/dumps as related to migrations and other tasks)
    • Processing orders/shipments
    • Other basic tasks that fall under the merchant or developers responsibilities such as file management, reindexing (except as pertains to a server related error for testing), basic cache management and so on
  • Development related tasks including but not limited to –
    • Theme/module installation
    • Committing code to versioning systems
    • Optimize code
    • Alter site code in any way
    • Pushing dev sites to live
    • Varnish hole punching
    • Magento upgrades , our team will not debug issues related to a Magento upgrade
  • 3rd party services including but not limited to –
    • External DNS, we assume customers using their own DNS know how to manage it
    • External CDN’s/Firewalls such as Cloudflare/Sucuri
  • Non-Magento web applications or frameworks

6. Billing Inquiries

Billing tickets have no SLA or guarantees.  They will processed as soon as possible in all cases within 72 hours.

7. Sales Inquiries

Our sales team will always respond as soon as possible to all our potential customers.