Webscale DevSecOps and SRE Support
Award-winning team of cloud-certified, ecommerce experts
Webscale’s 24x7x365 DevSecOps and SRE support team has migrated, and continues to manage, thousands of online storefronts all over the world for Fortune 1000 companies. No one knows ecommerce better.
Your customers won’t wait. Nor should you.
New code deployment causing errors? Sudden spike in traffic slowing down page loads? Dealing with a sudden flood of bots? The number one reason merchants abandon technology providers is poor or slow support because unanswered tickets can be the death of an online business. You deserve the best.
Webscale Support Services
Webscale’s proactive support team fulfill three critical functions
Onboarding Support
This one-off DevOps support marks the start of any engagement. It involves the provisioning of a new environment, and helping you to quickly deploy code, seamlessly, to your new cloud infrastructure.
DevOps Support
Available as a value-added service, DevOps Support provides your team with 24×7 continuous integration and deployment services for your environments, helping to ensure virtually no downtime during new content and code pushes.
SRE Support
Webscale’s 24x7x365 Site Reliability Engineering (SRE) support includes round-the-clock monitoring and troubleshooting, as well as ongoing optimizations to ensure your application continues to improve in performance and reliability.
What Support Type is Right for You?
The level of support you need from Webscale will depend on the level of your in-house expertise.
- If you prefer a fully managed service, as many do, where Webscale manages your entire infrastructure, including building and maintaining your hosting environments, security and CDN, then we recommend the Platinum package.
- However, if you have in-house resources to manage some aspects of your infrastructure, then you could consider either the Silver or Gold package.
Webscale Support Packages
Silver Support
24×7 basic monitoring and support. Included with all Webscale plans.
Gold Support
24×7 advanced infrastructure monitoring and on-call support for merchants on Webscale Advanced, Premier & Ultra software plans
Platinum Support
24×7 comprehensive monitoring and dedicated support including DevOps for merchants on Webscale Premier and Ultra software plans
Compare Support Packages
Silver |
Gold |
Platinum |
Support Channels
| Support Portal | N | N | N |
| Slack Chat | M | M | N |
| Phone Support | M |
24/7 for P1 |
24/7 |
| Support First Response |
P1 – 1 hour 24/7 |
P1 – 15 mins 24/7 |
P1 – 15 mins 24/7 |
Monitoring
| Basic (Uptime) | N | N | N |
| Monitor Alerts and Notifications | M | N | N |
| Infrastructure Monitoring (Metrics + Logs) | M | M | N |
DevOps Support*
| Basic Dev Copies (Code Repository) | N | N | N |
| Basic Assistance/Initial Deployment | N | N | N |
| CI/CD | M | Initial Setup | Initial Setup |
| Upgrades or Replatforming | M | M | N |
| Additional Environment Support | M | M | N |
CDN & Security Support
| CDN Configuration | Initial Setup | Initial Setup | Initial Setup |
| Varnish | Site Cache Assistance | M | Initial Setup | Initial Setup |
| CDN Health Monitoring | Initial Setup | Initial Setup | Initial Setup |
| Image Optimization | Initial Setup | Initial Setup | Initial Setup |
| Security Monitoring | Initial Setup | Initial Setup | Initial Setup |
| Web Controls Management | M | Initial Setup | Initial Setup |
Add-ons
| Virus/Malware Scanning | N | N | N |
| Backup every 24 hours | N | N | N |
| Application Monitoring Setup Assistance | M | N | N |
| Control Panel – Configuration | M | M | N |
| Event Preparation and Monitoring** | M | M | N |
| Product Update Reviews | M | N | N |
| Learn More | Learn More | Learn More |
* Applicable if DevOps Support package has been procured at extra cost. ** To be procured at extra cost, as applicable.
“In Webscale, we have found a partner with in-depth Adobe and ecommerce security expertise. They offer great flexibility and control and have set up our environment in line with our vision.”
The Webscale Experience
You’re now in the ecommerce industry’s safest hands!
Have a question? Chat or send us a message below
Add-on Services
Cloud Hosting
- Included with Base plan; optional for Advanced, Premier and Ultra plans
- Your application deployed in AWS, Google Cloud, Azure or any other public cloud service provider
- Unlimited, real-time, predictive auto-scaling and right-sized hosting infrastructure ensuring the lowest cost and highest ROI
- Free migration to the Webscale One platform; auto-provisioning systems to prevent human errors common with manual traditional hosting providers
- Plans priced based on consumption of resources
DevOps Support
- Pre-launch review for application upgrades
- Assistance with application functionality
- Multi-store configuration assistance
- Assistance with PWA demo installation
- Webscale approved application patch installs & recommendations
- Application tracing
- Suitable for all Webscale software plans
Code and Infrastructure Review
- Provide specific remediation
- Investigate specific problem or bug
- New Relic / Blackfire Profiler
- Review of error logs
- Review problem database queries
- Provide specific areas of code causing slowness or errors
- Full malware scan
- Suitable for all Webscale software plans
Application Load Testing
- Full environment replication
- Post deployment load testing against cloned production environment
- Customized testing plan to best simulate real user load
- Submission of test orders to fully flush out checkout issues
- Suitable for all Webscale software plans
“Webscale cloud delivery has always been excellent. We now have full control over deployment so the need to reach out to Webscale support is minimal. We have zero unexpected downtime.”
FAQs
Why do I need Webscale Support?
Webscale offers end-to-end ecommerce infrastructure and DevOps solutions. We also have a large support organization that consists of experienced and multi-cloud certified DevSecOps and SREs. In addition to the products that Webscale offers, we have multiple support packages to enable our customers to meet their business needs. All Webscale software plans come embedded with the Webscale Silver Support package.
The level of support you need from Webscale will depend on the level of your in-house expertise.
- If you prefer a fully managed service, as many of our customers do, where Webscale manages your entire infrastructure, including building and maintaining your hosting environments, security and CDN, then we recommend the Platinum package.
- However, if you have in-house resources to manage some aspects of your infrastructure, then you could consider either the Silver or Gold package.
My cloud service provider/CDN/WAF/ecommerce platform offer support. Do I need additional support from Webscale?
The basic support that’s included in your cloud service provider / CDN / WAF / ecommerce platform plan is usually limited to basic queries, comes with a limited SLA and won’t scale to meet the demands of modern commerce storefronts. If you have subscribed to Premium Support from another vendor, then use our plan comparison to identify any overlaps. Your in-house developer team or digital agency can also provide a recommendation.
Be sure to ask yourself if the support you’re receiving from elsewhere is customized for the ecommerce segment. For example, are your support SLAs fast enough to react to the highly dynamic nature of ecommerce?
Webscale provides 24x7x365 DevSecOps and SRE Support delivered by a team of cloud and ecommerce experts with strict SLAs.
Do I need to buy a Webscale Support Package if I have an inhouse dev team and/or engaged a digital agency?
Webscale offers self-service capabilities to all Webscale customers and all our software plans come embedded with the Webscale Silver Support package. Our Onboarding team will work with you around any migration, if required, until your initial go-live. They will then provide detailed documentation and training to your in-house team on how to manage the infrastructure post go-live.
However, most merchants do not have a 24/7/365 DevSecOps or SRE team. This is where Webscale’s two additional support packages (Gold and Platinum) come in. These packages include benefits like faster day-to-day troubleshooting and advanced infrastructure monitoring, to ongoing white glove support from dedicated resources. Webscale also offers several Add-on Services, including DevOps Support, Code & Infrastructure Review, Application Load Testing, and Cloud Hosting.
Be sure to consult with your in-house developer team or digital agency, to determine what type of support you will need.
How do you collaborate with my in-house dev team and/or a digital agency? What collaboration/customer support platform do you use?
Webscale works with 150+ digital agencies around the world. Merchants and their digital agency/in-house developer team will have access to a support ticket platform, where support requests can be made. The platform also offers chat support.
In addition to this, the Webscale customer success and support teams conduct regular training and business reviews to maintain a deep understanding of your business needs.
Is Support included in your plans?
All Webscale software plans come with the Webscale Standard Support package. In addition to that, Webscale offers two more support packages – Gold and Platinum – for merchants requiring various levels of support from faster troubleshooting and advanced infrastructure monitoring to dedicated assistance in the day-to-day management and optimization of their storefronts. Webscale also offers several Add-on Services, including DevOps Support, Code & Infrastructure Reviews, Application Load Testing, and Cloud Hosting.
Can I subscribe to a Webscale Software Plan without signing up for a Webscale Support Package?
Yes, you are not required to sign up for Webscale Support if you do not need it.
Can I buy a Add-on Service without signing up for a Support Package?
Yes, our Add-on Services are available as stand-alone offerings if required.
If I re-platform or migrate to a new cloud service provider or go headless, will it impact your ability to support, or increase my cost of support?
If you have subscribed to Webscale Platinum, you are covered for all upgrades as part of the DevOps component of that package.
However, if you have the Silver or Gold package, you will need to buy the DevOps Support package.
Can I upgrade/downgrade a Support package anytime during a subscription term?
The support packages have a 1 year standard commitment – so you cannot downgrade during a subscription term. However, if you wish to upgrade or subscribe to any Add-on Service, you can do so at any time.