Frequently Asked Questions

Everything you need to know about working with Interjar. Can't find what you're looking for? Get in touch and we'll be happy to help.

Retainers & Billing

  • What's included in a retainer?

    Everything. Unlike agencies that lock features behind tiers, every Interjar client gets the same service at £100/hour: direct developer access, proactive security monitoring, performance optimization, same-day response times, and custom development. The only variable is how many hours you use each month.

  • How does minute-by-minute billing work?

    We track time to the exact minute using professional time tracking tools. A 7-minute task is billed as 7 minutes, not rounded up to 15 or 60 minutes like most agencies. Every entry includes a detailed description of the work completed, and you can access your time logs 24/7 through your project dashboard.

  • Do I need a long-term contract?

    No. All our engagements are on rolling 30-day terms. There are no long-term lock-ins, no exit fees, and no penalties for cancelling. Our clients stay because of results, not contracts. You can adjust your hours, pause service, or cancel with just 30 days' notice.

  • Is there a minimum retainer?

    No minimum hours required. Some clients use 5 hours a month, others use 40+. You only pay for the time we spend working on your store. There's no wasted allocation and no pressure to "use up" prepaid hours.

Support & Response Times

  • What's your response time for critical issues?

    For critical issues (site down, checkout broken, security breach), our automated monitoring typically detects problems within minutes. Our team responds within 15 minutes for critical issues, and within 2 hours for standard support requests during business hours (Monday-Friday, 9am-6pm GMT).

  • How does your emergency support work?

    Our infrastructure includes 24/7 automated monitoring via Sentry and New Relic. If your site goes down or encounters a critical error outside business hours, our alerting systems notify the team immediately. For critical emergencies, we provide out-of-hours support to get your store back online as quickly as possible.

  • What does "direct developer access" mean?

    You communicate directly with the developers who work on your site - no account managers, no ticket queues with anonymous responses. When you raise an issue, the person who responds is the person who'll fix it. This means faster resolutions, fewer misunderstandings, and a team that genuinely understands your business.

  • Do you provide proactive monitoring?

    Yes. Every retainer includes 24/7 automated monitoring for uptime, errors, and performance. We use Sentry for real-time error detection, New Relic for performance monitoring, and automated security scanning. We often identify and fix issues before you're even aware of them.

Magento & Migrations

  • Do you work with Magento 1?

    Magento 1 reached end of life in June 2020 and no longer receives security patches. We strongly recommend migrating to Magento 2 (Adobe Commerce). We can help you plan and execute a migration that preserves your data, SEO rankings, and customizations while moving you to a secure, supported platform.

  • Can you help with migrations from Shopify or WooCommerce?

    Yes. We've handled migrations from various platforms to Magento 2, including Shopify, WooCommerce, and older Magento versions. Each migration is carefully planned to preserve product data, customer accounts, order history, URL structures, and SEO rankings.

  • Do you work with Adobe Commerce (Cloud)?

    Yes. As an Adobe Silver Solution Partner, we work with both Magento Open Source and Adobe Commerce (including Cloud). Our certifications and direct relationship with Adobe mean we're equipped to handle the full range of Adobe Commerce features and hosting environments.

  • Can you handle complex integrations?

    Absolutely. We specialise in connecting Magento with ERPs, warehouse management systems, payment gateways, CRMs, and other business-critical systems. We've built integrations with systems including Torque WHMS, Advanced Commerce, Global-e, and many bespoke enterprise platforms.

Working With Us

  • How does onboarding work?

    We start with a free consultation to understand your store, challenges, and goals. From there, we'll review your codebase and infrastructure, set up monitoring, and provide a health check with recommendations. Most clients are fully onboarded within a week, with minimal disruption to their operations.

  • What happens if I want to leave?

    Simply give 30 days' notice. We'll ensure a smooth handover. Your codebase, documentation, access credentials, and everything else is always yours. We don't hold anything hostage, and we'll cooperate fully with your new agency to ensure continuity.

  • Where are you based?

    We're a UK-based team working from Chester. All development is done in-house by our team, we never outsource. Our business hours are Monday to Friday, 9am to 6pm GMT, with critical support monitoring running 24/7.

  • How do you handle security?

    Security is built into everything we do. We apply Magento security patches within hours of release, run automated vulnerability scanning, use secure development practices, and limit access to client systems to only the team members who need it. Our automated patching and testing pipeline ensures updates are applied safely and thoroughly.

Still Have Questions?

We're happy to answer any questions about our services, approach, or how we can help your Magento store. Get in touch for a free, no-obligation consultation.