The State of Support Today and How We’re Changing the Game

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In today’s ecommerce landscape, reliable tech support is more important than ever. As businesses scale and shift more of their operations online, the support they receive from cloud hosting providers becomes a fundamental part of their success. 

Yet, many find themselves frustrated with the state of tech support today. The experience often feels fragmented and impersonal, with businesses forced to navigate complex ticketing systems just to get basic answers. But does it really need to be this way?

Akoova’s approach to support challenges these norms. We believe there’s a better way, one that fosters genuine collaboration, trust and proactive problem-solving.

The Traditional Approach to Tech Support: Ticketing Systems and Waiting Games

Most Magento and Adobe Commerce cloud hosting providers rely heavily on ticketing systems to manage their support services. The process goes something like this: a problem arises, you submit a ticket, and then you wait. Depending on the severity of the issue, your ticket is queued, categorised, and then passed through various levels of support until it lands in the hands of someone capable of solving it. This is a model that’s become the norm, but it’s one that leaves many retail leaders frustrated and feeling unsupported.

For many ecommerce businesses, this system means playing a waiting game. Every moment lost could mean missed sales, frustrated customers, and a dent in your brand’s reputation. Furthermore, the more complex the issue, the longer the resolution time. When dealing with problems that impact your customers—including site downtime—waiting hours or days for a solution can feel like an eternity, especially when you don’t have access to real people to talk things over with. 

This traditional approach creates a barrier between you and the people responsible for fixing your problems. Most times, you’re not speaking to the engineer who can solve your issue, but rather to a first-line support agent who passes your query through layers of escalation. The result is impersonal, delayed, and inefficient support that leaves you in the dark.

The Impact of Poor Support on Ecommerce Businesses

The effect of inadequate tech support can be far-reaching, particularly for businesses in the retail and ecommerce sector. Brands using Magento and Adobe Commerce often require swift technical support to maintain performance, security, and customer experience. When support is slow or inaccessible, the effects ripple through the entire operation.

When you’re running an ecommerce site, any downtime or error has an immediate impact on your bottom line. If your product pages are broken, or your payment gateway malfunctions, your business essentially comes to a halt. Waiting for a response from a faceless ticketing system doesn’t just delay fixes—it halts progress. The frustration extends beyond technical concerns, affecting team morale and client relationships.

It’s not uncommon for online retail teams to feel they are speaking into a void. The lack of direct, transparent communication leads to delays that can cascade into bigger issues. Critical fixes might take days to implement, leaving ecommerce teams scrambling to mitigate the fallout. This reactive model of support is not designed for the fast-paced, high-stakes environment that modern retailers operate in today.

A Different Approach: Proactive, Direct and Human-Centred Support

We take a different approach to support—one that emphasises direct communication, expert intervention, and a deep understanding of your specific business needs. Rather than rely on ticketing systems and layers of support personnel, we offer direct access to senior engineers who are specialists in ecommerce and Magento. From the moment an issue arises, you’re speaking to someone with the experience and knowledge to resolve it quickly and efficiently.

Through dedicated communication channels, such as a Slack, our clients have access to DevOps experts who understand the unique challenges of hosting an online retail business. This direct line of communication means no waiting for tickets to be escalated, no impersonal responses, and no confusion about who is handling your issue.

Moreover, our approach is proactive. We don’t wait for problems to arise—we actively monitor your systems to identify potential issues before they impact your business. Our team works in the background to ensure that your site always runs smoothly, whether it’s optimising performance, tightening security, or managing updates. By resolving problems before they escalate, we help businesses avoid downtime and protect their reputation.

Why We’re Different: Born from Experience

Our Founder and CEO Osvaldo Spadano

Our approach to support isn’t just a strategy – it’s built on real-world experience. Our CEO, Osvaldo Spadano, once served as a Chief Technology Officer for major online retailers, managing ecommerce sites that relied on cloud hosting services. He experienced the same frustrations many other tech leaders face today – long wait times, poor communication, and a lack of genuine collaboration.

Ossy saw firsthand how traditional tech support models failed ecommerce businesses. As issues piled up, solutions were delayed, and the ability to operate efficiently was compromised. 

These experiences were the driving force behind the creation of Akoova. Osvaldo sought to reimagine the way tech support should work – focusing on fast, expert-driven solutions that put the needs of ecommerce businesses first.

By building a culture that values collaboration, transparency, and problem-solving, we’ve created a support model that feels like an extension of your own team. We don’t just provide a service; we form partnerships with our clients, ensuring that we’re working together to solve problems and innovate for the future.

Proactive Problem-Solving and Continuous Improvement

One of the key ways we differ from other Magento and Adobe Commerce hosting providers is our commitment to continuous improvement. We believe that tech support shouldn’t just be about fixing problems as they arise. Instead, it’s about working closely with clients to find long-term solutions and drive innovation.

Our team takes a proactive approach to identify opportunities for improvement, whether it’s optimising your site’s performance, upgrading security measures, or exploring new technologies to enhance your ecommerce operations. We don’t just want to solve problems – we want to help your business grow and evolve.

What Our Clients Have to Say

Our clients regularly tell us that they’ve never experienced this level of support from any other hosting provider. We don’t hide behind layers of bureaucracy or automated responses. Every interaction is with an engineer who is dedicated to understanding your business and helping you succeed.

According to Renato Cason, former Head of Engineering at END Clothing, working with Akoova “is like having a very competent, reliable and friendly colleague sitting in our office and available to help out whenever we need.”

To Marni Dasanjh, Head of Social Commerce at Fred Perry, the excellent support offered by our team is worth highlighting. She says: “They work in the background to address risks without us barely knowing about it. Essentially, they approach us with solutions to problems we were not even aware of.”

Partner with Us for a New Level of Support

Akoova’s founders: Osvaldo Spadano (CEO) and Zachary Stevens (CTO)

The landscape of tech support is changing, and it’s time for ecommerce businesses to demand more from their hosting providers. At Akoova, we don’t just fix problems – we help prevent them from occurring in the first place. By offering direct access to experienced engineers, proactive monitoring, and a genuine partnership approach, we’re transforming the way tech support works for ecommerce and retail businesses.

If you’re tired of ticketing systems and impersonal responses, reach out to us. Discover how we can work together to ensure your site is always running at its best, with a support team that truly understands your needs.

Learn more about K-Support.

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