When something goes wrong, we're there.
Something critical has happened. Your site is down, your checkout isn't working, revenue is stopping. You don't need a ticketing system, you need someone on it <em>right now.</em>
On all our support retainer plans, we provide a senior developer within <strong><1 hour </strong> for critical issues, available to investigate and start working on a resolution immediately, during business hours.
From issue to resolution, we own it.
When a critical issue is raised, we don't just acknowledge it and leave you waiting. A named senior developer is allocated within one hour, works through triage, builds and tests a fix, and sees it through to resolution. Start to finish.
It never comes off your block hours.
Critical response time is included on top of your monthly retainer, not deducted from it. Your planned development hours stay exactly where they should be: for improvements, fixes, and growth. Critical cover is separate.
Available 6am–8pm, Monday to Friday.
The <1hr critical response SLA applies during business hours. Outside of these hours, after-hours rush support is available for retainer clients, speak to us if you need cover beyond the standard window.
When do you use critical response?
Not everything is a P1, and knowing the difference matters. Critical response is for situations where revenue, security, or your ability to operate is at immediate risk.
Checkout or payments down
Customers can't complete orders. Payments are failing or not processing. Every minute this runs is direct revenue loss.
Site or app is down
Your website, ecommerce store, or app is returning errors, showing a blank page, or is completely inaccessible to users.
Security incident
Suspected malware, hacking attempt, unusual admin activity, or any situation where customer data may be at risk.
Critical access blocked
Admin access is locked out and you cannot process orders, manage content, or operate the platform normally.
Data loss risk
Orders, customer data, or product data is at risk of corruption or loss. Immediate containment is needed.
Revenue-stopping failure
Any platform failure that is directly preventing the business from trading or fulfilling orders at normal volume.
Critical response time is never deducted from your monthly hours. When we work on a critical issue, that time is included on top of your retainer, not taken from it. Your development hours stay intact for planned work. Critical cover is a separate commitment, within business hours (6am–8pm).
How we categorise and respond to issues.
Every request is triaged and prioritised so revenue-critical issues always move to the front.
View our Service Level Agreement (SLA)Critical
- Site or app is down / inaccessible
- Checkout blocked, payments failing
- Critical admin access locked
- Suspected security incident
- Risk of data loss or corruption
- Immediate escalation, rapid triage
Major Disruption
- Major feature broken (search, filters, promotions)
- Partial checkout failures
- Integration failures (ERP, shipping, CRM)
- Severe performance degradation
- Business can still operate with workaround
- Urgent scheduling, next available slot
Planned Work
- Planned improvements and enhancements
- Minor bugs with low business impact
- Content and layout changes
- Non-urgent extension or plugin updates
- UX refinements and small adjustments
- Scheduled into normal delivery queue
* During business hours, 6am–8pm. Monthly retainer clients only. P1 response time never deducted from monthly hours.
From the moment you report it.
Here's exactly what happens from the second a critical issue is raised with us, in order, every time.
- We never ask you to wait in a general queue
- A named senior developer is allocated, not a junior
- You know who is on it and what they're doing
- We update you at every stage, in plain English
- Nothing is pushed live without your sign-off
- Post-fix report confirming what was done and why
Actual logged incident resolutions.
These aren't estimates or averages. These are real timestamps from real client incidents, logged in our project management system and verified against ticket records.
All timestamps taken from project management system logs. Resolution times vary by complexity.
How it plays out in practice.
Real incidents, real timelines, real outcomes. Every case study below is based on logged ticket data. ✓
Critical response questions, answered.
The guaranteed <1hr P1 developer allocation is a monthly retainer benefit, available to all retainer clients during business hours (6am–8pm). Block hours clients receive our 3hr acknowledgement SLA on all requests, and P1 issues are prioritised as quickly as possible, but the guaranteed 1hr allocation is reserved for retainer clients.
Within 1 hour, a named senior developer is allocated to your issue and has begun active triage. They’re logged in, investigating the root cause, and have confirmed back to you what they’re looking at. It’s not just an acknowledgement, it’s a developer on the problem. The 1 hour is the allocation guarantee; resolution time depends on the complexity of the issue.
No. For monthly retainer clients, P1 critical response time is never deducted from your monthly development hours. It’s included on top. Your monthly hours stay intact for planned improvements, fixes, and development work.
Business hours are 6am–8pm, Monday to Friday. Outside these hours, rush and after-hours support is available subject to availability. For retainer clients, P1 after-hours rush carries no additional surcharge. P2 and P3 requests outside business hours, and all after-hours requests from block hours clients, are chargeable.
Raise it and we’ll triage it. You don’t need to classify it yourself, that’s our job. Describe what’s happening and we’ll confirm the priority level and respond accordingly. We’d always rather you raised something and we determine it’s a P2 than you hold off reporting something that turns out to be critical.
Via our project management platform (the primary channel), email to hello@resolvebeyond.co.uk, or WhatsApp Business for urgent updates. All requests must come through an agreed channel to guarantee the SLA. For genuinely critical situations, use all channels simultaneously and mark it as P1.
No, and we’ll always be honest about this. The 1-hour guarantee is for developer allocation and active triage, not complete resolution. What we guarantee is that a senior developer is on your problem within 1 hour and working to resolve it as quickly as the issue allows. Our logged case studies show resolutions ranging from 35 minutes (Roam) to same-day (EMC’s complex ERP issue).
Yes, and we do regularly. We cover WordPress, WooCommerce, Shopify, Magento 2, mobile apps (Flutter, iOS, Android), bespoke PHP/Laravel backends, Node.js, React, CRMs, and more. For new clients, onboarding ensures we understand your platform before a crisis hits. We’ve never had a platform we couldn’t fix or support in 26 years.
Have a critical issue right now?
Don't wait. Contact us immediately and we'll get a developer on your problem as fast as possible.
* <1hr P1 developer allocation during business hours, 6am–8pm, for monthly retainer clients only. P1 response time never deducted from monthly hours. After-hours P1 rush available for retainer clients. Block hours clients: rush chargeable for all after-hours requests.