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 (Pantheon or Kinsta), we monitor our email@example.com 24/7 for reported emergencies that prevent access to a site, specifically:
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 $320 per hour. We'll investigate first, provide you a scope for approval, and then fix the issue.