Emergency support for Magento and Shopify
Magento emergency support when the store stops selling
Store down, checkout failing, or you think you've been hacked? Every hour costs you orders, and a ticket number won't fix that. Emergencies jump the queue, and one experienced developer stays on your incident from the first call to the final write-up. We read the logs before touching anything, back up before the first fix and log every command. Orders come first, the root cause straight after, and you get a short report on what happened, what we changed and what we'd do next. Magento 1, Magento 2 and Shopify.
- Emergencies jump the queue
- An experienced developer on each incident
- Magento 1, Magento 2 and Shopify
- A written report once it's fixed
Priority
Response for emergencies
Senior
Developer on each incident, no first-line desk
Written
Incident report once it's fixed
Stores showing a 500 error, blank pages or a broken checkout right now
Merchants who think they've been hacked or skimmed
Teams whose usual developer or agency can't be reached
Busy stores in the middle of a campaign, launch or peak season
Emergencies never pick a good moment. A deploy fails on a Friday afternoon, an extension update breaks checkout, OpenSearch falls over, a payment gateway changes its API, or a campaign sends more traffic than the database can take. Your usual team is away and the host insists the server is fine. You need someone who'll read the logs, find the fault and get orders coming in again without breaking something else on the way.
signs-you-need-this.log
- ›The store shows a 500 error, a blank page or maintenance mode
- ›Checkout or card payments are failing for some or all customers
- ›Orders have stopped reaching the ERP, the warehouse or your inbox
- ›The admin is locked out, crawling or throwing errors
- ›Search, category pages or indexing broke after a change
- ›You think the store has been hacked
We follow the same order every time, because rushed changes are how a short outage turns into a long one.
- Step 01
Quick call
A short call to find out what changed, what's broken and what access we have. We agree the first goal together, usually getting checkout back, sometimes stopping data leaving.
- Step 02
Look first
Logs, recent deploys, server resources, queues and cron. We find the fault before changing anything, and take a backup or snapshot before the first fix.
- Step 03
Get orders flowing
A safe fix or workaround that gets you trading, whether that's a rollback, a disabled module, a patched file or a service given the memory it needs. Every change is logged as we go.
- Step 04
Fix the cause
Once the store is taking orders, we fix whatever caused the incident, on staging first if you have one, so it doesn't happen again.
- Step 05
Write it up
A short report on what happened, what we changed, what's still at risk and what we'd recommend. Handy for your team, your host and your insurer.
No first-line desk
Your incident goes straight to a developer who's worked on Magento since 2011. Whoever reads your logs is the one who fixes the problem.
We only promise what we can do
You won't get a minute-by-minute SLA from us that nobody could honour. You get priority response and an experienced developer on the case, and we stick to that.
No second outage
We back up before we change anything, make one change at a time and log it all. You'll understand the fix, and you can undo it if you need to.
We find out why
Restarting PHP-FPM gets you through the afternoon. Finding the memory leak, the runaway cron job or the broken extension stops it happening again next week. We do both.
From our clients
They rebuilt the entire site on a clean hardened server, migrating 20,000+ products, auditing 54 modules, and delivered a professional cutover report documenting every single step. Best developers I've worked with in 20 years of running web businesses.
Reviews from real clients. We leave their names off.
Related services
Malware removal & security
Skimmers and backdoors removed, the way in found and closed, and a report your payment provider can use.
Support & maintenance
A monthly retainer with developer time set aside for you, plus patches, monitoring and first call on incidents.
Magento 1 support
Keep Magento 1 or OpenMage patched, locked down and PCI-ready while we plan your move to Magento 2 or Shopify.
Shopify development
Shopify and Shopify Plus themes, checkout rules, custom apps and integrations that cut your app bill.
Tell us what you're planning for the store.
You'll speak to one of the developers. We'll tell you which route we'd take, what usually goes wrong on projects like yours and where we'd start.
Happy to sign an NDA · Everything tested on staging first · The code is yours