Ecommerce Support & Maintenance Plans Overview

We know how important  your ecommerce and ERP platform support is to your business. Many ERP software providers offer support plans that include basic services such as license support, bug fixes, security patches, and enhancement releases.

At MARTEC360, our support tiers go above and beyond basic licensing. Our ERP support delivers a personalized layer of protection and strategy provided by a preeminent team of experts. We offer world-class support for Everest users to protect your business continuity and extend the life of your Everest ERP platform. We are committed to a resolving your issues fast and effectively.

We have created support levels to match the needs and budgets for all Everest users wishing to stay on their Everest platform.

Everest ERP + Ecommerce Support Plan

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E-Silver Support

Our basic level support is packed with features including standard Operating System  / Server environment, the SQL environment, and the Everest application. In addition, support can be used towards business process improvement, new location rollouts, discovery of new customizations, SQL scripts / automation, reports, KnowledgeSync CRM Events, and DOMO data connectors scripts.

Standard OS/Server Environment (DB & Application)

Check Drive space, install security updates; antivirus support; event log maintenance; auto-start service management;  server restarts and logs; FTP verification and user management; check IP restrictions; review monitoring logs

Everest ERP Application Support

Check speed; DLL Issues (where Everest cannot contact business service); Everest Client and RDP Client Support; Check automation schedules; Explore the running processes; Check whether antivirus software is blocking any functionality; Run SQL traces, re-indexes, reorganizations, generation of any new indexes needed; Review requests in Request Profiler

Ecommerce Support

OS / Server environment, eCommerce Indexes, minor customizations/updates, tracking scripts, legacy code support, UI/UX adjustements, MARTEC360 Everest Dashboard reports (assuming client has license), product category taxonomy strategy/updates, ecommerce data updates (logicals, tracking group/choice/selections), 3rd party plugins, etc.

Database Management
Check of DB locks and integrity; DB Backups; Execute SQL Server Agent Job; Cleanup History, Temp tables, and maintenance files; Review Transaction logs and backup/purge as needed; Create/rebuild indexes as necessary; Reorganize Index; Shrink Database; Update Statistics; Review active users.

Product & Customization Support
Over the years, many Everest users have added functionality through a developer.  Our support includes support on these customizations to keep them running smoothly.

Support Hours and Rates for Projects

In an effort to provide the most effective service, we know that sometimes you may require customization, development or strategy services that fall outside of the realm of your maintenance agreement level.  To mitigate these costs, MARTEC360 has included hours of development/ service time and discounts on our hourly service rate for clients, depending on plan level.

Unlimited Incidents
You are not limited to a certain number of incidents you may log with MARTEC360.

Continuous Online Support
The MARTEC360 Support portal is available to you 24×7 to log incidents and get in support queue.

Defined Incident Response
With defined incident response targets, you will know when we expect to respond to your support incident, based on incident severity, product, and the support plan you choose.

Priority Incident Queuing
We will prioritize your support incidents based on severity.

Critical Incident Support
Support for Severity 1 issues—after hours, 24×5.

KnowledgeSync CRM / CRM Studio Support
Support of KnowledgeSync queries and events, if applicable.

Active Monitoring Services
Monitor blacklisting incidents and identify SEO spam.

Third Party Platform
Monthly analysis of: Google Analytics, Everest Extensions,  Roadmap Items, Performance Tuning Report, Nextopia (or site search), other 3rd party integrated platforms (like live chat, feedbackify, etc.)

SDK Support
DLL support including registration, order creation, shipping, PW reset, cart ID management.

Security Patches
Patches for Everest, OS patches recommended by host, and Extension patches (provided by extension owners)

Server Monitoring
Depending on your service level, you will receive either monthly, bi-monthly or weekly checks on the following: Verify SFTP and ensure that the service is running fine, and any accounts that should not be in use are disabled / removed; Check mail logs (Sendmail and/or Postfix) for any issues. If an external mail provider is being used (e.g. Sendgrid, Mailgun, Bronto, etc.), check whether mails flowing through the system; Check IIS logs to ensure that IIS is executing fine (or turned off), and verify that the alert email configurations are still setup correctly, and emails are being received by the Admin; Archive and delete all log files (Everest, IIS). Delete Archives older than 30 days; Check Hard Disk space usage and fragmentation; Check patches for Windows and IIS. Hot-fixes need to be immediately applied; Alert client/development team if minor or major version upgrades are available; Check if monitor is monitoring all the defined services (Web Server, Database Server, etc.) – Requires application to be installed on the server(s); Check for presence of swap files and back-up files on server locations (Everest Directories, and /etc folder) and clean them as required; Check if backups are working as per the backup/hosting policies/pricing plan; Check if monitoring/alerts from the hosting solutions are enabled, and not suppressed as part of previous maintenance; Delete Everest DB lock files, and re-index all;  Regenerate all cache, to ensure that caching is happening properly; Purge Everest 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 detail, cart, and checkout pages via HTTPS to ensure that there are no security Warnings *** siteuptimemonitor.com … could do this /// pingdom // statuscake; Review Application Monitoring Logs to identify performance bottlenecks for developers (Requires NewRelic / Blackfire services)

PCI Compliance
25% discount on initial compliance scan costs.

E-Gold Support

Includes all of the above features of the Silver Maintenance plan, plus the following:

Phone Support
During your support plan coverage hours, you may contact our support team via phone.

KnowledgeSync CRM / CRM Studio Support
Support of KnowledgeSync queries and events and generation of new queries, events or emails (based on time availability)

PCI Compliance
50% discount on initial compliance scan costs, plus compliance checks and fix any server side issues. Apply any security rights not applied to users so as to lockdown credit card access.

Third Party Platform
Bi -Monthly analysis of: Google Analytics, Everest Extensions,  Roadmap Items, Performance Tuning Report, Nextopia (or site search), other 3rd party integrated platforms (like live chat, feedbackify, etc.)

E-Platinum Support

Includes all of the above features of the Silver and Gold Maintenance plan, plus the following:

On-Site ERP Consultation
Enjoy a deep dive into your business ERP environment and help make strategic decisions based on your business needs with a senior level ERP expert.

KnowledgeSync CRM / CRM Studio Support
Support of KnowledgeSync queries and events and generation of new queries, events or emails (based on time availability) and management of automation activities.

SDK Support
Password Reset, Guest Checkout, Contact Us form, Registration, Order Creation, Gift Orders

PCI Compliance
60% discount on initial compliance scan costs,  plus compliance checks and fix any server side issues. Apply any security rights not applied to users so as to lockdown credit card access.  Maintain current status on all PADs documents.

Server Monitoring
Check site search (parametric search) errors and ensure there are no data issues; Check 301 redirects existing in the tables and ensure they are working.

Third Party Platform
Weekly analysis of: Google Analytics, Everest Extensions,  Roadmap Items, Performance Tuning Report, Nextopia (or site search), other 3rd party integrated platforms (like live chat, feedbackify, etc.)
Also includes: Addressy, Rekko (or 3rd party personalization), Shopper Approved (or merchant/product ratings), Client specific add-ons or customizations, Everest SDK support