Emergency coverage
You qualify for emergency response if all of these are true:
- The project is currently active, OR shipped within the past 14 days
- The issue is production-critical (site down, app crash on launch, deliverable cannot be used as intended)
- You can reach the project lead through the project channel
What emergency means in practice
- Acknowledged within four business hours during the operating window
- Acknowledged within 12 hours outside the operating window (best effort, not guaranteed)
- Triaged with a written estimate of fix time
- Billed at standard rate if the cause is on your side; on us if the cause is on ours
What does not qualify
- Bug fixes on work delivered by another vendor
- Hosting issues on accounts we do not manage
- Strategy or scope changes dressed up as emergencies