Technical support

High-quality support and a clear growth methodology make the difference between average and advanced merchants.

We offer reliable and fast technical support for online stores with the possibility of 24/7 response

Do not underestimate the support of your online store

At Stenik, we follow a proven Western model with high-quality support and guaranteed response time for our clients. We know that gaining a new client is difficult, but after that, it is even more valuable and hard to retain and serve them as a priority. With years of work, Stenik has eradicated this problem for Bulgarian companies and guarantees post-warranty and out-of-warranty support at the highest level.

Transparent model

Our support model is based on reserved hours on a monthly basis, with a guaranteed low hourly rate for the duration of the contract. This way, our clients carry out their tasks calmly and are not burdened with heavy communication and administration of a large number of invoices and documentation.

How we help clients with online stores?

We assist our clients with Magento online stores in bug fixes, new functionalities, or consulting them on new trends in online marketing. Our eCommerce specialists are available via:

  • E-mail
  • Phone
  • Slack

By taking advantage of Stenik support packages, you will receive for your Magento online store:

1. Guaranteed assistance
  • Bug fixes and cosmetic defects in the online store.
  • Creation of new improvements, enhancements, and functionalities for the online store.
  • Consultations for your online store administrators regarding working with Magento and the Magento admin panel.
  • Auditing of the online store and creating a list of recommendations for improving the UX user experience of users.
2. Monitoring and server administration
  • 24/7 monitoring of the site - initially, Uptime robot software is installed, which alerts 24/7 about site downtimes if there is a technical issue (sends notifications when the site goes down) even during off-hours.
  • Monthly server maintenance - updating the software, reviewing log files, cleaning and archiving them.
  • Installing monitoring software that tracks server parameters such as CPU load, memory, disk space.
  • Backup - daily, weekly, and monthly backup of the files and database of the online store with incremental logic, so you can use a copy or archive of your online store when needed.
3. E-commerce monitoring and analysis

Every month, our team familiar with your online store will track and analyze some of the most important eCommerce indicators for your business:

  • E-commerce conversion rate
  • Audience & Screen Resolution
  • Customer Acquisition
  • Mobile vs Desktop
  • Ultimate Site Performance
  • Diagnostics - Page Timing

Based on the indicators, we will provide recommendations to improve and increase your conversion rate (Conversion Rate Optimization).

4. Installing Magento module updates
If a new version of a module installed in the online store needs to be updated, Stenik offers this service.
5. Installing patches and security-related add-ons
If a new security patch needs to be installed on the online store, Stenik undertakes to notify the client and perform the necessary update.
6. Updating Magento installation
If a new version of the Magento system is available, Stenik will discuss with the client the need for an upgrade and take the necessary technical actions.

Priority support and 24/7 response

Stenik clients can choose between standard support during working hours, extended working hours support and weekends, as well as an individual solution for 24/7 response for support.

If you are not a Stenik client

We also offer support for online stores that are not developed by Stenik. The important condition is that they are developed on Magento. If you have an online store on another popular open-source platform like Prestashop, Opencart, WooCommerce, and others, we can offer you platform migration.

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Platform migration

Migrating from one platform to another is a critical milestone in the growth of any online merchant.

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