Prevention is cheaper than recovery. Consistent and automated monitoring of your entire Magento platform means security and performance updates are applied as they become available, backups are regular, and irregularities can be addressed before they become a major problem.
Contain loss in sales and damaged Magento systems by using a reliable team of Magento Certified Developers. A group familiar with your assets and the Magento ecosystem performs swift recovery measures, so your systems can be restored to peak performance as soon as possible.
| 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 | 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 | 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 Analasis | Monthly | Bi-Monthly | Weekly | Weekly |
|---|---|---|---|---|
| Third party tools - Magento extensions | ||||
| Upcoming roadmap items - Magento extensions and updates | ||||
| Performance tuning report |
| Security Patches | Monthly | Bi-Monthly | Weekly | Weekly |
|---|---|---|---|---|
| Magento | --- | |||
| OS patches recommended by hosting (does not include PHP version upgrades) | --- | |||
| Extension patches (provided by extension owners) |
| 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 (Magento, 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 (Magento 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 Magento 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 Magento 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 | Basic | Prime | Elite | Elite Gold |
|---|---|---|---|---|
| Major Magento 2.x version update | --- | 1 per year | 1 per year | 1 per year |
| Magento 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 |
Upgrade from Magento 1 | Adobe Commerce* | Magento Open-Source**
Formerly Magento Commerce*
Formerly Magento Enterprise Edition and Enterprise Cloud Edition**
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HENRY SHEN
