Inside Monsoon: Our Dedicated Support Services

Alastair Brodie
Illustration of a person with a lightblub and mechanical cogs to represent support

Monsoon Consulting is an award-winning full-service digital agency that focuses on building enterprise eCommerce solutions for B2B and B2C organisations, as well as creating rich, immersive content management solutions for leading brands and companies.

We offer an end-to-end service, with expert developers, product owners, designers, and support services. Our development teams help to support and maintain the sites we develop to ensure the end product continues to make a positive impact on its users and supports the growing needs.

Our support services, however, are not just for the platforms we develop, they are also available for existing platforms. We are happy to help maintain, and improve your existing platform through the support services we offer. So what are these services that we offer?

Dedicated Technical Support Team

Managed by our Support Executives and Product Owners, and delivered to agreed service levels, we offer a full-time team of dedicated developers who work to support you in your daily tasks and to resolve any problems that you might encounter. This team of developers will be our company's experts for your platform, and they are already Magento and Drupal experts; so they know how to get the most out of your platform and resolve any issues.

Issue Management

Through the use of industry-leading issue tracking and documentation software, we ensure that our client requests are prioritised and dealt with efficiently and effectively. Our refined, client-focused workflow, means that tickets can be tracked throughout until it is verified as complete and thus closed.

Design Graphics Support

Our team can also help to support your business through the creation of graphics. These graphics can be whatever your business or digital solution needs. Need a banner image, promotional graphics on your sites, an icon set? Our design team can help by creating these as needed on an ongoing monthly basis. Already an existing client on our support service? Ask our team how we can utilise some of those hours to fill this need, as or when required. 

Monitoring & Alert Systems

Regardless of time or day of the year, we use Industry-leading site monitoring and alert systems to ensure we know instantly if something happens to your site shutting it down. We have an optional enterprise “out of hours” support service meaning our team will react instantly, ensuring that your site is back online as fast as possible. These monitoring systems ensure that your site experiences maximum uptime and provide you with peace of mind.

Application Training

We offer training documentation, 'how to' video tutorials, and onsite and offsite practical workshops (currently occurring under Covid regulations) to help get you and your team quickly up to speed with how to make the most of your new eCommerce and Content Management platform. Our team is made up of fully-qualified, industry experts; so all training and advice follow best practices and industry standards. 

Monthly Reporting

As our services are covered under a contract and a Service Level Agreement we report all activities to our clients through the provision of a full and detailed monthly report. We track agreed Key Performance Indicators (KPI's) that are important to our clients and regularly review the performance of both the platform, as well as our team.

As you can see our teams of developers offer a wide range of support services. Utilising these can help ensure your users are getting the experience they need and that your platform is performing at its best. Want to learn more about any of these services, and how they can help your business to grow? Then get in touch with alastair.brodie@monsoonconsulting.com or calling us on +353 (0)1 4750066

Alastair Brodie

Alastair Brodie,

Commercial Director