Frequently Asked Questions

Here you find all answers to frequently asked questions

Q: How do I contact support?

We are providing a fast and high-quality support via our ticketing system. To get support, you just need to open a support ticket in your customer account. For this, please log in your customer account at:
https://www.mgt-commerce.com/customer/account/login/

Q: Do I have to be technically advanced to use your services?

The biggest benefit of our fully managed hosting service is that we handle all technical aspects. We are specialised in high performance hosting solutions on AWS only for Magento shops. That frees up your time, allowing you to focus on your business. Our system engineers will assist you with all difficult tasks related to the hosting.
MGT-COMMERCE has many customers with limited technical expertise. We do our best to provide a hosting for every customer as comfortable, by explaining complex technical topics in a way that everyone can understand it.

Q: Do you offer free Migrations?

Yes, we offering free migrations. Migrating from one hosting provider to another can be very stressful. We will overtake this job, with our fully Managed Migration service. We do the migration for free. The only thing you need to do is: lay your hands back, and wait until we are ready with a turnkey solution.

Q: How do I update my contact information?

Updateing your contact information is very simple.

1. Log in your customer account
2. On the left menu, click on Account Information
3. Do the necessary updates and click on save

Q: Which payment methods do you offer?

We only accept Credit Card for our managed hosting services.

Q: Do I get the AWS and MGT bill in one invoice?

No. AWS will invoice you directly. Thus you will get one from us and one from AWS.

Q: Do I need to pay German VAT (MwSt.)?

If you have a valid EU VAT ID, you can purchase without paying VAT. If you reside in a non-EU country, you do not need to pay VAT. Only German customers or EU customers without EU VAT ID have to pay the VAT.

Q: How do I know that I have entered my VAT ID correctly?

If you have entered your EU VAT ID correctly in the last step in checkout, the VAT will be removed from the summary. Please note, that in rare cases the EU VAT ID server for validation can be unavailable. If you are not sure about your VAT status, please contact us before you place your order!

Q: I have forgotten to enter my EU VAT ID. Can you pay my VAT back?

We are sorry, but this is not allowed by German and EU tax/vat law. Please get in touch with us in this case.

Q: Do I automatically get a monthly invoice?

Yes, you will receive the invoice automatically when we charge your credit card once a month. You can always download all invoices in your customer account.

Q: My credit card was rejected, what to do now?

Please get in touch with your bank or credit card provider. We typically only see that it was "refused" without any further information. Your bank can tell you exactly what the issue is. In most case, it's blocked because of the currency EUR or if your balance is not sufficient.

Q: How can I change or update my credit card?

1. Log in to your customer account
2. Go to “Subscriptions” and click on your Subscription.
3. On the Subscription detail page, you need to click on the button "Update Credit Card".
4. Please follow the instructions given there and enter your new credit card.

Q: Can I be billed using my local currency?

MGT-COMMERCE GMBH is a European registered company, and we can only collect payments in the official currency of the European Union: EURO (€). However, your bank will likely convert your local currency into Euro. When you enter your credit card, we get paid in Euro, and you get charged in your local currency.

Q: How can I cancel my services?

It's sad to see customers go, but we know that requirements change, and sometimes projects end. So if you want to cancel for whatever reason, we make it easy for you.
1. Log in to your customer account
2. Open a new "Account and Billing" ticket with a cancellation request.

We will send you a cancellation confirmation with all details.

Q: How does the cancellation period work?

We are offering our service with a minimum contract period of 30 days. The contract is cancellable without giving reasons by both parties at any time during a period of 30 days to the end of the month.

Example:
If you have signed a managed plan on 15.03.2017 and you like to cancel the plan to 15.05.2017, the cancellation needs to be done before 15.04.2017.

Q: Do you support NGINX?

Yes, NGINX support is part of all our Managed Plans.
Please visit High Performance Stack to get detailed information about our used technology.

Q: How works the Support Response Priority?

We are driven by the will to provide our customers with a stunning support. We work every day as hard as possible to stay the expert partner in Magento cloud hosting for our clients.

Every urgent issue will be handled first, all lower-priority issues must wait in a queue. When you submit a ticket, you’re able to choose the priority between normal and emergency.

We know that a lot of customers think everything is an emergency. Of course, we understand you want quick help. But sometimes you have to wait a few minutes. Our Support is not first-come/first-served.

At MGT-COMMERCE, you get immediate support for urgent issues and our standard timely support for other problems.

Q: How to open a Support Ticket?

Support tickets are the most effective and efficient way to solve hosting issues, which is the reason why we do not offer chat or phone support.

Creating a new support case is very simple:
1. Log in your customer account
2. On the left menu, click on Support
3. You can open a new support ticket by clicking on the „Open a new case“ button.

Q: What are the support response times?

We are fast! Seriously.
Our average response time is just 15 minutes.
When you submit a new support case, it goes into a queue. The next free system engineer will read over and respond as needed.

The response could be:
- Request for more information
- The issue has been resolved — ( very common )
- An update on the status

The Emergency priority tickets are all subject to a response time guarantee, which depends on your service plan.
In case you are not 100% satisfied with our support response time, you may request an escalation for the issue that you feel we may have wrong prioritised.

Q: Do you offer a 24/7/365 technical support?

Yes. We have an experienced support team of system engineers to ensure technical support around the clock and year including all major holidays. We are always available to help. In case of complex requests will need to scheduled in advance.

Q: Does your support include Magento updates?

We are very sorry, but Magento updates are out of our support scope. Our Scope is a managed hosting for Magento. This service can not replace a developer on the customer's side. To install Magento upgrades, you need an in-depth knowledge of all project details like installed modules and other individual developments. Each update must be tested very well before you can apply it to the productive system.

Q: Do you offer a installation service for third party modules?

We are sorry, but we cannot provide installation service for any third party module. We recommend contacting the third party module developer to install it for you.

Q: What does support request is „Out of Scope“ mean?

We are a fully managed hosting provider, so we support only hosting-related issues. We do not provide support for application issues. Of course, we understand how frustrating it can be when your Magento shop does not work or if the performance is poor. But programming/scripting errors aren’t covered in our service. For application issues, you need a Magento developer.

MGT-COMMERCE is partnering with a lot of great digital agencies, and we'd be happy to recommend them.
Please visit our Partner site to get more information about it.

Q: What is your Code of Conduct for the support?

Troubleshooting hosting related issues can be frustrating. But there’s a distinction between being frustrated and being abusive. Harassment, Caps typing, threats, or anything that a reasonable person would consider disruptive will not tolerate.

Q: Can I request support via phone or Skype?

Support tickets are the most effective and efficient way to solve hosting issues, which is the reason why we do not offer chat or phone support. In some rare exceptions, we are offering a one-time Skype support. For example, these exceptions occur for critical migrations when we do the final switch.

Q: In which languages do you offer the support?

To provide a maximum support quality, we offer the support in English. In case you are not comfortable explaining something in English, please use Google Translate.

Q: How do you protect my server from cyber security threats?

MGT-COMMERCE managed hosting includes a lot of security features and server hardening as an ongoing process. We take server security seriously. Let us handle the safety of your server, and you can focus on other important tasks. More Information

Q: How experienced are your system engineers?

We provide professional, highly reliable expertise in Cloud Hosting for Magento since 2010, and serve thousands of clients around the globe. Our customers range from digital agencies to small start-ups, to multi-national corporations. All employees are AWS Certified and have a depth knowledge of Magento!
Simply, we have competent staff who understand things quickly and can fix almost anything in no time.

Q: Do you offer a managed DNS?

Yes, we offer a managed DNS. For DNS we use the service Amazon Route 53. Amazon Route 53 is a highly available and scalable cloud Domain Name System (DNS) web service. It is designed to an extremely reliable and cost effective way to route end users to Internet applications by translating names.

Q: Do I need to provide my DNS credentials?

No. The DNS migration to AWS Route53 is optional. In case you like to manage the DNS by yourself, just let us know.
We will send you the A-Records to setup.

Q: Do you provide SSH access?

Yes. In our CloudPanel, you can create SSH / SFTP users by yourself. With SSH you can do everything you need to do for your daily work. You can check log files, backups and change files in your project.

Q: How can I increase SSD disk space?

To increase SSD disk space, please open a new support ticket in your customer account and tell us what size the disk should have.

Q: Do you offer cPanel, Plesk or some similar panel?

Yes, we have developed our CloudPanel which is easy to use and support cutting edge technologies like NGINX and PHP 7 for delivering highest performance.

Q: Do I need an additional support plan by AWS?

An additional support plan by AWS is not necessary since we manage your AWS account / instance.

Q: Do You Provide Email Hosting?

No, we do not provide email hosting. For this, we recommend to use services like G Suite from Google or Amazon Workmail. They are reliable, stable and ready with some clicks. Of course, we can assist you in case you need help with the setup.

Q: Do you offer SSL Certificates?

No, we do not sell any SSL certificates. If you need an SSL certificate, we recommend purchasing an SSL certificate at https://www.rapidsslonline.com/.

Q: Can I host other Applications than Magento with MGT-COMMERCE?

If the application is compatible with our High Performance Stack, then it should not be a problem. However for security reasons we recommend to run other applications like Wordpress on a separate server. If you want to have other applications installed, please get in touch with us that we can check and provide a solution for you.

Q: Do you support Sucuri?

Yes, we know Sucuri very well. Sucuri is a very popular security service for most modern applications like Magento or Wordpress.

Q: Is git installed on the server?

Yes, git is installed by default.