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Scope of Support

May 01, 2020

Support Availability

Our Magento hosting platform is supported by the Most Helpful Humans in Hosting and backed by the industry’s best guarantees. Our team is available 24/7/365 to provide assistance on a wide array of requests relating to our Managed Platform and the features we offer.    

We work through queue-based support systems that enable us to handle requests in the order in which we receive them, however, if you have an urgent request, please reach out to our phone support for immediate assistance.

Modules, Themes, and integrations

Our Magento platform supports industry-leading plugins and themes. Our experts can provide advice on how to configure and utilize these plugins. With custom themes and third-party plugins, our experts provide guidance and recommendations. Our team can analyze logs and other errors and advise on the best course of action and alternate solutions.  

Because we have fine-tuned our platform, occasionally custom code may conflict with our Magento system. Modifying or developing code is handled by your development team.      

If a problem stems from a paid module or theme, the best channel to request support is with your developers directly. Free plugins and themes are supported directly via vendors and Magento forums. In all cases, our experts will recommend modules and themes that are supported by best practices and can be integrated into our platforms. If you don’t have a developer, we can match you with one of our partners based on your project, just ask the Sales Team for help or fill out a quick questionnaire here so that we can assist. 

Website Development and Optimization

You know your business and you know how you want to project your message to your customers. Developing your website is critical and typically entails unique coding, integrations with third party systems and data-inserts/management. Our team understands how important this process is to your success and can advise your development team. However, coding, debugging code, website design/development, search engine optimization (SEO), third party modules and customization are outside the scope of support. Our agency partners are a wonderful resource should such issues arise. 

Once your website is developed, you need it to hum for your customers.  Your service comes standard with many optimizations such as MySQL, PHP, and Apache tweaks based on our long experience with Magento. Besides hosting your website on the latest technologies, our technicians can also provide assistance by request on performance optimization for your Magento stores. 

Website Security

Keeping your website, data and customers secure is critical to your success. As your partner, we ensure the data center infrastructure, platform hardware and software are up-to-date and secure.  

Bot rate limiting takes place automatically at the server border to reduce bad traffic to your site.

IP blacklisting based on industry black-lists as well as on-server behavior, blocks bad actors from your site.   

WAF filters Apache to the server based on behavior, and uses ModSecurity as well as other systems to keep your site safe.  

Upon request, we can also consult with you and your developers on how you can secure your individual sites, for safety or for PCI. However, due to the customizations and unique development you create for each website, individual site security is ultimately your responsibility.

Data and Third Party Services

Your data is critical. In many cases, it is your entire business. Which is why you will never see our team touch your data. Unless we have your written direction, we will not delete your data or your code/development efforts.  

In addition, your databases and their optimizations are vital. We can advise on database connectivity and performance issues, however, we do not troubleshoot queries, or add/delete data. For critical database issues, we recommend you contact a professional DBA.  

Services that are handled outside of Nexcess (for instance, DNS management, security services, CDN services or backups when provided by a third party) are not supported by our technicians. Agency partners can perform configurations or customizations with third-party services.

We have trusted specialists, partners, and agencies to assist with needs outside of our scope of support. For additional information on these providers please contact our solutions team.

How Nexcess and our Agency Partners work together to give you everything you need. 


Agency Partner

Supports industry-leading plugins and themes

Develop, customize, and debug plugins and themes.

Log and error investigation

Recoding sites based on errors found. 

Platform optimization, versioning, and updates. Including MySQL, PHP, and Apache tweaks. 

Site customization and optimization. 

Platform upkeep

Coding, debugging code, website design/development, search engine optimization (SEO), third party modules and customization

Security features such as IP Blacklisting, Bad-Bot Limiting, and Web Application Firewall (WAF)

Site specific security needs. 

Patrick Rauland