Welcome to MaxQMage

Ecommerce Support Specializing in Magento

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Frequently Asked Questions


Got questions? we have answers, if you can't find what you are looking for please contact us, we're happy to help.


Maintenance Plans

What is Uptime Monitoring?

This is where we add your site to a monitoring system, this will alert us of any downtime and for how long. The occasional small outage is normal for any hosting but long downtimes need to be checked out.

What is Load Speed Testing?

We can regularly run your site through a loading tester, these emulate a user accessing your site and the time it takes to load. This can show any bottlenecks and issues that may cause your site not to load quickly.

What are Site Content Updates?

Site content updates can be anything from uploading images, editing product descriptions, adding content to cms pages or static blocks, adding graphics banners etc.

What is Product Optimizing?

This is where we can edit your images for faster loading, optimize descriptions and layout design. allocate upsells, related products and cross sells. This may also include Meta optimization (depending on maintenance plan).

What Is Extension Monitoring?

Most Magento sites have extension installed, extension monitoring is where we check for newer versions and advise if these should be updated.

What is Browser Compatibility Testing?

Your site will render differently depending on the browser and device being used to view your site. We run your site through developer tools to check how it display. By doing this we can fix any css issues that may cause the site to display incorrectly.

What is Link Checking?

Sometimes there can be broken links in your site due to a typo or content being removed or location changed. You can avoid these by using Magento Widgets (where possible) as these dynamically link to your pages or products. If the link changes it automatically updates. For all other links we scan your site for broken links and fix them. This is good for SEO as well as customer user experience.

What is Basecamp?

Basecamp is a project management application / website that we use extensively to keep track and provide easy communications between clients and our team.

See details here.

Support Blocks

What are Support Blocks?

Support blocks are for clients who don't have a maintenance plan or need extra hours. Support blocks can be used for just about any Magento issue. You purchase time and we use that to take care of any tasks or requirements*

We are happy to give you an estimate of time before purchasing. Support block time does not expire for at least 1 year, so you can always come back for any unused portion at no extra cost.

*Support blocks are not development and will not be used as such, we also do not offer support blocks for security updates, a maintenance plan must be purchased for those (Bronze or higher), also Magento core upgrades are not included.

Can I Use Support Blocks For Development?

Sorry no, development usually requires project scopes, wireframes and planning, this is available by hourly billing or agreement. Please contact us for any development requirements.

Hosting Access

What is Ftp?

FTP or File Transfer Protocol is how we access your sites core files, we need access to the php, xml, js and css.
You can get this information from your website host, we require a username and password.

For your own peace of mind you can create a new FTP user just for us and change the information once your support is complete.

What is SSH?

SSH or Secure Shell is how we access your sites core files, we need access to the php, xml, js and css.
You can get this information from your website host, we require a username and password.
As this is a technical request we are happy to request this from your host - we will require your hosting login to do this.

SSH allows us to run shell commands which saves a lot of time over FTP. With just a few lines of code we can update file permissions, move whole databases and more. Also most important Magento security patches have to be implemented via SSH.

Do You Need Magento Admin?

Yes we require Magento admin access, you can submit that securely here. You can create a new admin user in Magento just for our company. When your subscription or support block is completed you can remove our access.

Regulary changing your admin passwords are a good idea as well as limiting access to your admin.

Payments

What Payment Methods Do You Accept?

We accept Visa, Mastercard, Discover and American Express

Can I Cancel My Subscription?

All our plans have a minimum three months requirement, after that you may cancel at any time. 

When Will I Be Charged?

Your subscription starts the day you purchase, you will automatically be charged each month on the same day.
You will be sent an automated email letting you know that the charge is imminent, no action is required, it's all automated.

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