We often get asked why we use a retainer based payment system for our Magento Support services.  First off, let me catch you up on what I mean by “Retainer Based Support”.  Our Magento support service works similarly to the way an attorney retainer works.  Basically, if you need ongoing assistance with your Magento site, the retainer is a pre-payment for a number of hours.  These hours can be applied to many different tasks.  Here’s some of the things we’ve done for retainer clients in the past:

  • Magento Upgrades
  • Plugin installation & Configuration
  • Bug fixes
  • Template / Theme Tweaks
  • Custom features or custom plugins and
  • Switching web hosts

We don’t limit the number of issues or fixes you can submit, it’s all based on how long it takes to fix everything.

Luckily, we’re (really) good at this.

If you ever paid for a legal retainer, it’s almost exactly the same. The lawyer will deduct the hourly fee from the pre-payment whenever you need them to look over a contract or advise in any legal situation.  Redstage Magento support works the same way.  If you need help with any aspect of your Magento store, you log a ticket and we get to work.

Ok, so back to the point.  Why a retainer based system?

Deducting hourly from a retainer allows us to provide the highest level of service to our support customers.  First, the retainer doesn’t expire.  You can use 2 hours one month, take one off with no issues or tickets, and then use 5 hours the next month.  It let’s us provide a level of safety and security to the a Magento user because we’re there when you need us, just by logging a ticket.  You can have 100 issues, and it doesn’t matter since it’s all based on the time it takes to complete the tasks.  If it’s easy for us, it’s cheap for you.

We time the retainer work to the second, so the client gets the most for their money.

I apologize if I sound sales-y, but as a marketer, Magento support is a fun sale… Magento users come to us all the time after having bad experiences with developers who weren’t ready for the complexity of the Magento platform and we need to step in and help out.  It took us a couple years to become Magento masters but we’re one of the best around, so it’s fun to talk about.  Our development team likes working with Magento!  If you’ve ever searched around on twitter for Magento, the average developer is frustrated but we’ve gotten over the learning curve and know the system inside and out.

Don’t just take my word for it; we have clients who tell us things like this:

“”THANK YOU!!! We all finally feel confident that we have found the right partner for our new business.

-Sharon, Founder, Charleston Naturally

That gives us a warm fuzzy feeling… and it proves that the retainer system works!

Now, I have to ask… If you need anything Magento related, call 1-888-335-2747 and we’ll set you up w/ a retainer, or a full project if you’re just starting out (full design & development).

I hope you understand a bit more about what we’re all about and if you have any questions, leave a comment below!


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