Emergency Coverage and Support

Here's what to expect when very important things break, which happens more frequently than anyone ever wants or expects it to: 

  • During development projects:
    • We work in many time zones, but we are NOT a 24/7 shop. These issues will be responded to as soon as possible the following business day after they are reported.
  • Urgent issues after launch (and for maintenance clients):
    • Cornershop provides 24/7 support monitoring via a Help Desk for all maintenance clients. If our support developers are able to fix an issue immediately, they will do their best to do so.
    • If hosting with Cornershop (LiquidWeb or Kinsta), we monitor our support@cornershopcreative.cominbox 24/7 for reported emergencies that prevent access to a site, specifically: 
      • Site outages
      • Transactions not processing
      • CSS not loading, making the site ususable
    • When issues are reported in the middle of the night, we investigate and do our best to resolve immediate, but a solution isn't always possible. Depending on the situation and the necessity of working with a tier 2 developer, we'll often make a plan of action for the following business day.
  • For all other urgent requests, we offer rush turnaround (24 hours) at our rush rate of $250 per hour. We'll investigate first, provide you a scope for approval, and then fix the issue.

  • For standard requests, our discounted "Complete Support" rate of $150 per hour applies, or our standard rate of $175/hour. Our standard turnaround time for these is 3-5 business days. 

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