What should you do first?
Contact us via [CONFIRM: emergency contact channel] and put URGENT in the subject. Say what’s broken and when it started — nothing else is required to start the clock.
What do we do?
Acknowledge within [CONFIRM: emergency acknowledgment time], triage immediately, and keep you updated at a stated interval until it’s resolved. Afterwards you get a plain-language account of what happened and what we changed.
What counts as an emergency?
- The site is down or unreachable
- Checkout, forms, or logins are broken
- A suspected hack or security incident
- A data or privacy concern