Get Adobe Commerce Assurance

Diagnose, fix, and maintain with Adobe Commerce support plans. We give your store the attention it needs to do its job. Our routine check-ups and fast-acting team are available in the form of several plans. Choose a Adobe Commerce support package that fits your needs.

Adobe Commerce Managed Services

Adobe Commerce Managed Services	Basic	Prime	Elite	Elite Cloud
Support Mode	Support Website / Email	Support Website / Email	Support Website / Email	Support Website / Email
24x7x365 Support
Response Time SLA (Level-1)	2 hours	1 hour	30 minutes	30 minutes

Service Level Agreement

Service Level Agreement	Time to Engage Level 2 Technical Resource On Ticket
911/Emergency	4 hours	2 hours	1 hour	1 hour
High	24 hours	24 hours	8 hours	8 hours
Medium	36 hours	36 hours	24 hours	24 hours
Low	48 hours	48 hours	36 hours	36 hours

Active Monitoring Services

Active monitoring services	Basic	Prime	Elite	Elite Gold
Prevent malware distribution				---
Monitoring blacklisting incidents
Identify SEO Spam
Block phishing lure pages
Actively detect and prevent intrusions
Website application firewall (Requires DNS to be hosted by Kensium)
Stop DDoS attacks (Requires DNS to be hosted by Kensium)
Stop software vulnerability exploitation attacks and attempts (Requires DNS to be hosted by Kensium)
Prevent access control attacks (i.e., brute force attempts) (Requires DNS to be hosted by Kensium)

Platform Analysis

Platform Analysis	Monthly	Bi-Monthly	Weekly	Weekly
Third-party tools - Adobe Commerce extensions
Upcoming roadmap items - Adobe Commerce extensions and updates
Performance tuning report

Security Patches

Security Patches	Monthly	Bi-Monthly	Weekly	Weekly
Adobe Commerce				---
OS patches recommended by hosting (does not include PHP version upgrades)				---
Extension patches (provided by extension owners)

Server Monitoring

Server Monitoring	Monthly	Bi-Monthly	Weekly	Weekly
Check SSL certificate validity (including intermediary certifications).
Verify SFTP and ensure that the service is running well, and any account should not be use or disabled / removed.				---
Check mail logs (Sendmail and / or Postfix)for any issues. If an external mail provider is being used (e.g. Sendgrind, Mailgun, Bronto etc.), check whether mail is flowing through the system.				---
Check cron logs to ensure that cron jobs are executing, and verify that the alert email configurations are still setup correctly and emails are being received by the Admin.
MySQL check - Ensue that slow logs are enabled (10 seconds), and review main log as well as slow log files and address any errors, including slow queries.
Archive and delete all log files (Adobe Commerce, PHP, Apache/NGNIX, MySQL). Delete archives older than 30 days.
Check hard disk space usage.
Check patches for apache and MySQL.
Alert client / development team if minor or major version upgrades are available.
Check if Monit is monitoring all the defined services (weberver, database server, etc.) (Requires Monit to be installed on the server)				---
Check for presence of swap files and backup files on server locations (Adobe Commerce directories and / etc folder) and clean them as required.
Check file permissions for Magento code, / var, var/logs, and ensure that they are secured as per Adobe Commerce standards.
GIT status review - Ensure that there are no files on the server modified as part of a production Hotfix and unchecked into GIT (requires GIT to be setup on the server for development updates)				---
Check if the backups are working as per the host policies / pricing plan.
Check if monitoring / alerts from the hosting solutions are enabled or not suppressed as part of previous maintenance.				---
Delete Adobe Commerce maintenance DB files, and re-index all.
Regenerate all catch to ensure that catching happening properly.
Check URL rewrites table and ensure that it is not getting excessively large.
Purge Magento history tables with data more than "x" days. This would be for recently viewed, etc.
Check that feed files are generating as scheduled, including any shopping feeds, sitemap files, etc.
Access home, category, product details, cart and checkout pages via HTTPS to ensure that there are no security warning.
Run PCI compliance checks and fix any server side items (requires client to signup for PCI compliance service)
Review application monitoring logs to identify performance bottlenecks for developers. (Requires New Relic / Blackfire services.

Upgrades, Updates, And Training

Upgrades, Updates, and Training	Basic	Prime	Elite	Elite Gold
Major Adobe Commerce version update	---	1 per year	1 per year	1 per year
Adobe Commerce X.x.x sub-version upgrades	---	4 per year	4 per year	4 per year
Training (web-based)	2 per year	4 per year	4 per year	4 per year