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Magento Support Agency
Magento support that keeps the store improving, as well as patched
We’re a Magento support agency and an Adobe Commerce Bronze Partner, looking after Magento 2 and Adobe Commerce stores on a retainer. We keep them patched, upgraded and secure, we take over stores from other agencies, and we spend the rest of the retainer making the site sell more. Our lead developer is Adobe-certified, and you get the same team every month.
Magento needs more looking after than most platforms. Security releases arrive regularly, each one has to be tested against your extensions and customisations, and a store that skips a few is soon months behind. If your current agency spends most of your retainer keeping the store standing up, you’re renting stability and nothing is getting built.
If you’d rather have one retainer across Magento and Shopify, our eCommerce maintenance and support page covers how that works.
What does Magento support cover?
Keeping the platform safe and current, and then improving it. The safe and current part comes first.
Security patches on release day
Open Source and Adobe Commerce get the same security releases. We test them against your store and put them live the day Adobe releases them. More on our Adobe Commerce security page.
Version upgrades and PHP
A supported Magento release and a PHP version that still gets security fixes, with upgrades tested on staging against your extensions first.
Extensions and integrations
Updates tested against each other before they go live, and your ERP, warehouse, payment and marketing integrations kept in sync.
Hosting that gets patched for you
We work with Corefinity and Hypernode. When PHP2Shell hit in October, none of our clients had to take their store offline. How they handled it.
Work that improves the store
A full CRO audit every quarter, a plan built from it, and the work done one priority at a time so you can see what each change did.
Can you take over our Magento store from another agency?
Yes. Moving agency is less disruptive than most people expect, as long as access and code come across properly.
Reliant’s previous agency was also their ERP provider, and every feature Reliant paid for was rolled out to that provider’s other clients, their competitors included. They left, we rebuilt the store on Hyvä, and they now own the code outright. Most takeovers are calmer than that, but the first job is always the same: making sure you own and control everything your store runs on.
Getting your access and code back
Before the handover we send a list of everything we’ll need, so nothing gets held up waiting on your old agency:
- Magento admin access, and the accounts for every paid extension
- Hosting, SSH and database access, and how deployments currently work
- The code repository, with its full history if there is one
- Domain, DNS and CDN accounts
- Payment gateway, GA4 and Google Tag Manager access
- Extension licences, transferred into your company’s name
If the code isn’t in a repository, we take it from the live server and put it in one you own. If your old agency won’t hand something over, we’ll tell you what that’s costing you and how to get round it.
What does the first month look like?
The first month is about finding out what we’ve inherited. We audit the code and every extension, check how far behind on patches and versions the store is, make sure backups and deployments actually work, and fix anything urgent straight away. Then we bring a roadmap to the first fortnightly call: what’s a risk, what’s costing you orders, and what to do first.
You know the time and cost of a task before we start it. On anything complex we spend an hour investigating, then come back with a plan and an estimate, so there’s no surprise bill at the end of the month.
What happens when something breaks at 2am?
Our SLA runs 9am to 5pm, Monday to Friday, excluding bank holidays, and we’d rather tell you that now than have you find out at 2am. Outside those hours we can’t guarantee these response times. If something critical lands overnight or at the weekend, we’ll do our best to get on it, and that time is billed separately at the out-of-hours rate in your contract.
Critical
The site can’t operate or take sales. We acknowledge it within an hour, move developers onto your store until it’s fixed, and update you every hour.
Urgent
The site is up, but sales are being affected. Acknowledged within an hour and resolved within 24 hours.
Non-urgent
Needs fixing, but isn’t directly affecting sales. Acknowledged within four hours and resolved within 48 to 72 hours.
General tasks
Everything else. Acknowledged within four hours, then planned in and completed within five to seven days.
Server problems sit with your host first, which is a big part of why we work with Corefinity and Hypernode. In hours, every ticket goes to the developers who already know your store, and you can see every ticket, the notes on it and the time logged against it, so you’re never chasing us for an update.
How do Magento support retainers work?
The same team every month, a call every fortnight and a full CRO audit every quarter. Some brands want us looking after everything. Others want Magento specialists working alongside an in-house team. Either way, we review the retainer every quarter, so you can scale up for a big project and back down when it’s done.
We quote the hours around what you need, and if a month needs more, you can buy extra time without changing the retainer.
If you’re trying to work out what your store really costs to run today, start with what it costs to run Magento 2.
Willow & Hall: off Magento 1, and looked after since
When Adobe stopped supporting Opayo (formerly Sage Pay) on Magento 1, Willow & Hall had to move. We took them to Magento 2 on Hyvä, and the site came out 80% faster, with sales up 15%.
The daily firefighting over stock stopped, and we’ve looked after the store since.
Conversion Rate Reached
Increase in Sales
Faster than their old website
Helmet City, three Augusts on
Helmet City have been on a retainer with us since their Hyvä rebuild. In August 2026 they took 13% more orders than in August 2023, at a 14% higher average order value.
What our clients say
"What impressed us most was how quickly Actuate identified the root cause. Within the first call they'd spotted the metadata issue that had been tanking our traffic. Everything that followed has been just as sharp."
I like working with Actuate because they care about what they do, they clarify the detail to get the job done right. They have worked incredibly hard with our complex needs and have been on hand for help and advice every step along the way...
Without Actuate's help and support, our original website wouldn’t have succeeded. Time was of the essence, and Actuate stepped in to deliver a swift turnaround. The new site has performed exceptionally well ever since. We continue to grow thanks to Actuate. ❤️ Thanks guys!”
Their team leverages their expertise to provide sound opinions and advice to guide the project in the right direction.
I worked with Actuate on the redevelopment of the Pickett London website. Their team is an excellent asset for any company or team, it was a pleasure to work with them - easy to communicate with, easy to reach and always willing to help.
Working with Actuate is a pleasure — they are really trying to help, they listen and offer solutions to solve the problems. Thanks for all your help so far.
We've worked with Actuate for several years and the results have been consistent. Conversion rate up 113%, AOV up, bounce rate down. They know our business inside out, and it shows.
Frequently Asked Questions.
Ask my questionIt keeps your Magento 2 or Adobe Commerce store patched, upgraded and secure, keeps your extensions and integrations running, and fixes things when they break. A good one also spends part of the retainer improving the store. Ours run a full CRO audit every quarter.
Yes. We send you a list of the access, code and accounts we’ll need, move the code into a repository you own if it isn’t already in one, and spend the first month auditing what we’ve inherited before bringing you a roadmap.
On a retainer, the same day Adobe releases them. Magento Open Source and Adobe Commerce get the same security releases, and we test each one against your store before it goes live.
Yes. We’re an Adobe Commerce Bronze Partner and support both, including stores on Adobe Commerce Cloud.
In our hours (9am to 5pm, Monday to Friday), we acknowledge a critical ticket within an hour, put developers on it until it’s fixed, and update you every hour. Outside those hours we can’t guarantee that, but we’ll do our best on anything critical, and the time is billed at the out-of-hours rate in your contract.
Yes. We review every retainer each quarter, so you can scale up for a big project and back down when it’s done.
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