Frequently Asked Questions

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General FAQ’s

  • Our customers can benefit from our reliable service, providing them with consistent technical assistance and resolution for any software bugs they may encounter. Our team of experts is always available to offer comprehensive support through various channels, including phone, email, or our dedicated support portal. Once you reach out to us, we will promptly address your concerns and work towards a resolution.

    Our "unlimited" service means that you can make as many support requests or bug fixes as you need without any strict limitations. We understand that technical issues can arise unexpectedly and impact your productivity, so we strive to provide a seamless experience by resolving your problems efficiently and effectively.

    When it comes to bug fixes, our team will diligently investigate any software bugs you encounter, analysing the root cause of the issue and providing necessary updates, patches, or workarounds to address it. Our goal is to ensure the smooth functioning of your technology by eliminating any software-related obstacles you may face.

    It's important to note that while our unlimited support and bug fixes service covers various technical issues, there may be limitations. For example, we may be unable to assist with hardware repairs or replacements.

    We strive to respond promptly to your support requests to provide timely assistance. While response times may vary depending on the complexity of the issue, we prioritize quick initial responses and work towards resolving your concerns within a reasonable timeframe.

  • Our support service is comprehensive, providing assistance and resolution for any issues related to existing features. Our team of experts is dedicated to helping you overcome any challenges or difficulties while using the software or system. We prioritise fixing glitches, compatibility issues, and troubleshooting. Moreover, we aim for minimal downtime by quickly resolving disruptions to your technology infrastructure. With our unlimited support, you can trust us to keep your tech running smoothly and efficiently.

  • While our unlimited support service offers comprehensive assistance for a wide range of needs, it is important to note certain limitations.

    The support service covers general support and maintenance tasks, bug fixes, and minor updates within the same reporting month. However, it is essential to understand that extensive development projects, new developments, feature implementations, and significant customisations are not included in the unlimited support package. Such requests are treated as separate development projects and may incur additional costs. While we strive to prioritise our support contract customers in development, it is essential to manage expectations regarding the scope and nature of development work that falls outside the purview of the unlimited support service.

    Our team is willing to provide separate quotes and timelines for such projects to ensure efficient and dedicated attention to their specific requirements.

  • Within our comprehensive support service, we are dedicated to assisting and resolving any issues related to existing features and downtime. Our top priority is addressing website and mobile app bugs, compatibility problems and troubleshooting software malfunctions. Furthermore, we take prompt action to minimise downtime and swiftly resolve disruptions to your technology infrastructure. With our unlimited support, you can rest assured that your systems will continue to operate smoothly and efficiently.

    However, it's important to note that our unlimited support and bug fixes service does not encompass version updates, plugin updates, or the development of new functions or features. Nevertheless, we do offer separate packages tailored to these specific needs. Should you require assistance with version updates, plugin updates, or the creation of new functionalities, our consulting or development services are available to cater to those requirements. We are willing to work closely with you, understand your needs, and deliver customised solutions to ensure your software or system remains up-to-date and incorporates the latest features.

    For more information about our packages or to explore the options for version updates, plugin updates, and new function or feature development, please refer to our provided resources or contact our team directly.

    Our unlimited service solely focuses on fixing and supporting existing features, covering functions that are already present. Plugin or version updates are considered upgrades and fall outside the scope of fixes. New developments or functions are regarded as new features and are not covered under our support service.

  • If you need customisation services for your Magento e-commerce, WordPress or Mobile app that goes beyond regular support and bug fixing, you can request for additional developments and improvements. These services are quoted separately from the maintenance and support package and are treated as separate projects. Customers with support contracts are prioritised in development, but all new developments are subject to individual quotes.

  • When you're ready to begin, you'll need to find the plan that best fits your requirements and make your choice. It's important to note that you can change your plan whenever necessary to suit your evolving needs. After choosing your desired plan, we will yo whether you have access to your website, code, and hosting. Upon agreeing to our terms and conditions, you can proceed to confirm your support. Once confirmation is received, you will receive a link to GoCardless for your monthly payments and onboarding fee, along with a link to our management system, Basecamp. Through Basecamp, you can manage all communication with our dedicated development team efficiently.

  • We understand the importance of maintaining client confidentiality and respecting the privacy of our client's sensitive information. When it comes to working with you, we take several measures to ensure that we maintain the confidentiality of our clients.

    Firstly, we have strict policies and procedures to ensure that all confidential information is only accessible to authorised personnel who need it to perform their duties. Our employees are required to sign confidentiality agreements and undergo regular training on how to handle confidential information.

    Secondly, we use secure communication and file-sharing methods to protect all client data from unauthorised access. We also use secure data storage systems that meet industry data security and encryption standards.

    Finally, we work closely with you to establish clear lines of communication and ensure that everyone involved in the project understands the importance of maintaining client confidentiality. We also encourage our clients to be transparent with us about their confidentiality requirements so that we can tailor our approach to meet their specific needs.

    We take client confidentiality very seriously and have implemented a range of measures to ensure that our client's sensitive information is always protected. We work closely with digital agencies to establish clear communication and maintain client confidentiality throughout the project.

  • At MGC, we take the security of our clients' passwords and platform access very seriously. We use state-of-the-art encryption methods and strict access controls to ensure only authorised personnel can access sensitive information. Our team undergoes regular training to stay up-to-date on the latest security best practices, and we conduct thorough audits to identify and address any potential vulnerabilities. Rest assured that your data is safe and secure with MGC.

  • Yes, we sign non-disclosure agreements (NDAs) to protect our client's confidential information. We understand the importance of confidentiality in business and take every measure to maintain the privacy and security of our client's data.

  • We accept payment through GoCardless, which allows us to collect monthly payments on an agreed-upon date. Once you sign up for our services, we will provide the information to set up automatic payments through GoCardless. If you have any further questions or concerns, please don't hesitate to let us know.

  • Our payment terms are collected before the month, and we ask for a one-time onboarding fee to gain access to your platform and set up development testing environments, which are crucial for our service. We collect payments through GoCardless on an agreed date, which will be communicated to you upon signing up for our maintenance service. Please do not hesitate to contact us with any further questions or concerns about our payment terms.

  • We specialise in supporting and maintaining existing platforms and do not offer new platform design or development services. Our focus is ensuring your existing platform runs smoothly, efficiently, and securely. However, if you need any recommendations or referrals for design or development services, we will provide you with trusted partners. Please let us know if you have any other questions or concerns.

  • At MGC, we provide multiple convenient channels for you to report problems or concerns. You can choose to email us directly, log a problem in our user-friendly support system, or even reach out to us via phone for immediate assistance. We understand that different people have different preferences when it comes to communication, so we offer various options to cater to your needs. Our team is available and ready to assist you whenever you need us. Whether you prefer modern digital communication or the traditional method of a phone call, we are here to provide the support you require.

  • We understand that business needs can change and priorities may shift. That's why we don't hold our clients to long-term contracts for support and maintenance services. We offer flexible, month-to-month agreements so you can cancel at any time with just 30 days' notice. This lets you easily adjust your support and maintenance services to meet your changing business needs. We strive to ensure that our clients are completely satisfied with our services.

  • We prioritise delivering immediate assistance and resolution based on client requests for bugs and support. While we don't provide reports of work completed, the actual value of our service lies in being readily available whenever you need us. Our team is dedicated to promptly addressing your technology issues and ensuring your systems operate smoothly. Instead of focusing on reports, we emphasise the importance of providing efficient and practical support to meet your needs.

  • We understand that the need for support and bug fixes may vary from month to month. However, it's important to note that the monthly charge for our service remains applicable unless canceled. Our service is designed to provide you with peace of mind in case any issues arise, ensuring that you have the support you need when you need it. While we strive to address and resolve any problems effectively, if you find that you don't require our assistance during a particular month, it indicates that we have provided adequate support to you. We take pride in our commitment to fixing issues and delivering lasting solutions, and your satisfaction is our priority.

  • Our objective is to guarantee the smooth and efficient functioning of your Magento eCommerce website, and our monthly maintenance package has been specifically designed to support this objective.
    Upon signing up for the maintenance package, you will be assigned an Account Manager, who will serve as your primary point of contact for all communication regarding the maintenance package. They will be accountable for coordinating all activities related to the package and will be available to address any queries or concerns you may have.
    Once you have signed up, we will schedule a kick-off meeting with you and your Account Manager to evaluate your website’s current status, objectives, and priorities. This information will assist us in developing a customised plan that meets your specific requirements. In addition, we will set you up on our internal platform, BaseCamp, and you will receive an invitation to join. This tool will be used for all communication, file sharing, and time frames. This is where we will keep you informed about any work that has been completed and where you can contact us directly.
    Based on the website audit results, we will prioritise tasks to be completed monthly. These tasks may include regular software updates, website backups, website performance optimisation, bug fixes, security updates, and any other tasks that may be necessary. All of this information will be added to BaseCamp, giving you full visibility of the work being done.
    Our team will be available to assist you and your team. If any technical issues arise, we will troubleshoot and resolve them as quickly as possible to ensure that your website operates smoothly and efficiently.
    We hope this onboarding policy has provided a clear understanding of what to anticipate when signing up for our monthly maintenance package. If you have any questions or concerns, please do not hesitate to contact your Account Manager.

  • We understand the importance of timely support and maintenance services. That's why we have a dedicated team of experienced developers available to assist with any issues or requests that may arise. Our guaranteed response time for support and maintenance requests is within three hours. We strive to provide fast and efficient solutions to technical issues, ensuring your digital platform runs smoothly. Our team is always available to assist, so you can rest assured that your website or e-commerce platform is in good hands.

  • We prioritise providing timely support and maintenance services to our clients. While we do not offer 24/7 support, we are available for emergency support 12 hours a day, seven days a week, including weekends. Our developers will respond to your requests within three hours during business hours. We understand the importance of promptly addressing urgent issues and strive to provide our clients with the support they need when needed.

  • Whether you already have an existing development company, we are here to work alongside you and provide the support you need. If you have an established development team, we can seamlessly integrate our services to work collaboratively, complementing their efforts and adding value to the project. Our role is to provide specialised expertise, additional resources, or focused support in specific areas to enhance the overall development process.

    On the other hand, if you still need an existing development company, we can step in as your primary service provider. We will work closely with you to understand your requirements, provide comprehensive support, and ensure the successful realisation of your project. Regardless of your existing development setup, we aim to be a reliable partner and deliver high-quality results that meet your specific needs.