Maintenance & Retainers
Keep your Adobe Commerce (Magento) store fast, secure and open for business — and keep making it better. Proactive maintenance and monitoring, a support desk that picks up when something urgent breaks, and a monthly block of development hours for the roadmap work that follows launch.
We keep stores in tip-top condition
Our approach isn't only about preventing problems — it's about steadily improving performance, reliability and experience. We treat your site as a living product that needs regular attention, not something that was finished at launch. Sites are hosted on dedicated Google Cloud infrastructure and monitored around the clock, and you get our service desk portal to raise issues and ask the team questions about your setup. Alongside that, most of our clients hold a retainer: a pre-agreed block of development hours each month for the roadmap work that keeps the store moving. Nothing is signed and everything is flexible, so you can scale hours up ahead of peak trading and back down afterwards.
What maintenance and retainers cover
Adobe Commerce platform updates
Adobe releases updates regularly to improve performance, add features and patch security holes. We manage that whole process: testing each release in staging, checking compatibility with your custom modules and integrations, and rolling changes out to production safely. You get the benefit of staying current without your team losing a week to it every quarter.
Bug fixes and technical troubleshooting
From occasional glitches to full outages, we handle issue resolution end to end. Our support team is quick to respond, thorough in investigation and straight with you about what happened. If something isn't working as expected we won't just patch it and move on — we'll find out why it happened, and tell you what to change so it doesn't happen twice.
Site speed and performance
Performance shows up directly in conversion, so we monitor it continuously: page speed, Core Web Vitals, caching, image delivery, database queries and server load. Where we spot a chance to cut load times or tidy up code that's gone stale, we take it. On recent builds we've cut cumulative layout shift by 99% and largest contentful paint by 56%.
Security monitoring and risk management
Security isn't something we take lightly. We patch known vulnerabilities proactively, keep SSL and dependencies current, and watch the third-party extensions and integrations that are the usual way trouble gets in. You'll hear about a risk before it becomes an incident, along with a straight recommendation about what to do with it.
Emergency response and priority support
When something breaks you need a partner who moves. Our support desk triages urgent issues quickly, and we offer service level agreements matched to your business rather than to our convenience — so you know the response time you're getting instead of refreshing an inbox and hoping. We take on urgent Magento rescues for sites we didn't build, too.
Proactive enhancements
Maintenance shouldn't mean standing still. We regularly flag the things worth improving — checkout friction, UX rough edges, content that's gone stale, a report nobody trusts — and bring them to you rather than waiting to be asked. If there's a smarter way to do something, you'll hear about it.
Hours you can plan around
A pre-agreed number of development hours each month, planned in advance with your account manager and delivered in fortnightly sprints. You get a customer portal and ticketing system for task planning and visibility, so there's never a question about what's queued, what's in progress and what shipped last sprint. We put real effort into resource planning so the people who know your build are available in the sprint you've booked them for — and where capacity goes unused, we talk about it rather than quietly pocketing it.
Communication is key
The key to any good relationship is communication, which is why we don't charge for phone calls, weekly catch-ups or monthly reviews. Talk to us as often as you like. We do believe in structure, though, so there's a deliberate process behind it — both sides know what gets communicated and when, and the expectations are ones we're happy to be held to. Even Tom, our founder, checks in every so often to make sure the team are still keeping you happy, and keeping us on our toes.
How support runs
Health Check & Monitoring
A comprehensive monthly audit alongside continuous automated monitoring — uptime, errors, performance and security — so problems surface as trends rather than emergencies.
Updates & Patches
Security patches, platform updates and dependency upgrades applied on a rolling basis, each one tested in staging against your custom code before it goes near production.
Performance Optimisation
A quarterly deep dive on performance: Core Web Vitals, caching strategy, query profiling and asset delivery, with the fixes scheduled rather than just recommended.
Strategic Planning
A quarterly session to review what the data is telling us and plan what's next, so the roadmap keeps moving instead of drifting between incidents.
Support deliverables
Support & maintenance
- 24/7 monitoring and alerting
- Security patches and platform updates
- Backup management and disaster recovery
- Technical troubleshooting and fixes
- Urgent incident response against an SLA
- Adobe Commerce version upgrades
Retainer development
- A monthly allocation of development hours
- New feature development
- UX and conversion improvements
- Third-party and ERP integrations
- Performance and Core Web Vitals work
- Fortnightly sprint delivery
Reporting & strategy
- Regular health checks and audits
- Performance and conversion reporting
- Roadmap planning with your account manager
- Capacity planning ahead of peak trading
- Code quality reviews
- Team training and documentation
A living product, not a finished one
Magento support and maintenance is the ongoing work of keeping an Adobe Commerce (Magento) store secure, current and improving: security patches, version upgrades, monitoring, incident response and a steady queue of improvements — usually on a monthly retainer with agreed response times.
Our approach isn't only about preventing problems. We treat your site as a living product that needs regular attention, not something you finish and walk away from. The version you launch is not the version that makes the money.
Most of what goes wrong on a mature Magento store is deferred maintenance, not bad luck. An unapplied patch. An extension abandoned by its vendor two years ago. An integration that has been quietly failing since the ERP was upgraded and retrying into a queue nobody reads. None of these announce themselves until peak trading.
So we patch critical vulnerabilities within days, upgrade on a planned cadence rather than a panicked one, and monitor the things that actually predict an outage. Being an Adobe partner means platform-level bugs get escalated through partner channels rather than the general queue — on a live incident that difference is measured in hours.
The retainer also buys development capacity, which is the part clients end up valuing most. As a Magento agency that has kept clients for a decade, we would rather spend a retainer on the next improvement than on the same incident twice.
FAQS
Support and maintenance questions
What does a Magento support retainer include?
Security patching, planned version upgrades, monitoring and alerting, incident response against agreed SLAs, and a block of development time for improvements. The last part matters — a retainer that only covers firefighting means you pay the same amount and the site never gets better.
How quickly do you respond to a live incident?
Within the hour for anything stopping customers checking out, during agreed support hours, with out-of-hours cover available where trading patterns justify it. As an Adobe Solutions Partner we escalate platform-level bugs through partner channels rather than the general queue.
How often should we apply Adobe Commerce security patches?
Critical patches within days of release — the exploits for publicly disclosed Adobe Commerce vulnerabilities appear fast, and unpatched stores get found by automated scanning. Everything else fits a planned monthly cadence, tested on staging before it goes anywhere near production.
Can you support a site another agency built?
Yes, and it is a large share of what we do. We start with an audit — customisation, extensions, patch level, integration health — so we are not accepting responsibility for a system we have not looked at. That audit is usually the most useful document a client has had in years.
What size retainer do we need?
It follows how much the site changes and what an hour of downtime costs you. A stable single-brand store needs materially less than a multi-territory estate in active development. We would rather size it honestly and revise it than sell hours that go unused every month.
Are we tied into a long contract?
No. Retainers run on a rolling basis with a notice period, because a client who stays for a decade should be staying by choice. Most of ours have been with us for years, which is the measure we care about more than the contract length.
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