Emergency Coverage and Support

Here's what to expect when very important things break, or when a sudden need arises.

  • Urgent site-breaking issues after launch and for maintenance/support clients:

    • Outside of working hours, Cornershop receives notifications of any emails with "URGENT" in the subject line sent to support@cornershopcreative.com, as well as reports from our monitoring systems for reported emergencies that prevent access to a site, specifically: 

      • Site outages

      • Transactions not processing

      • CSS not loading, making the site unusable

    • When issues are reported outside of working hours, a Cornershop specialist will investigate and do our best to resolve the issue as soon as convenient, but a solution may not always possible. Depending on the situation and the necessity of working with a tier 2 developer, we will make a plan of action for the following business day.

  • For all other URGENT requests (emails with "URGENT" in the subject line sent to support@cornershopcreative.com) we offer rush turnaround within 24-48 hours at Rush Rate, double your standard hourly development rate. Cornershop will do an initial investigation first, provide you a scope for approval, and then fix the issue.

  • 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.

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