Our developers operate on a weekly on-call rota, ensuring that a member of our technical team is always available outside of working hours for urgent issues. If you raise an OOH ticket (as explained in this guide), a developer will receive a notification that bypasses any other settings, alerting them immediately.
Because of this, it’s crucial to use this service only for genuine emergencies. Protecting our team’s well-being is a priority, so we aim to avoid unnecessary disruptions during unsocial hours and weekends.
If your issue does not meet the criteria for a high-priority ticket, the developer may ask you to wait until the next working day for a resolution.
What Qualifies as a High-Priority Issue?
• Your site is completely down.
• Your website cannot process payments.
• Key functionality is failing.
• The issue affects 50% or more of your users.
How to log an out-of-hours ticket?
1. Submit a ticket as usual by selecting ‘Issue Report.’
2. The final three questions in the form will determine the severity of your issue.
• Selecting ‘Yes’ for any of these questions will trigger the out-of-hours notification, alerting the on-call developer.
• If the ticket is raised during working hours but marked as a high-priority issue, it will notify the OOH developer.
• Selecting ‘Yes’ to all questions will escalate the ticket to the highest priority.
Important Notes
Before raising an OOH ticket, it is important to ensure that the issue meets the criteria for a high-priority problem. If you are unsure about the process, feel free to ask the team for a demo or support, as understanding how to use this service is critical in emergencies. Additionally, please use this service responsibly to avoid unnecessary disruptions to the team.
⚠️ Please note: if an OOH call-out is misused (e.g., the issue is not urgent or could have waited until regular hours), this may result in a charge being applied. We kindly ask that you use this service responsibly to avoid unnecessary disruption to the team.
We are also pleased to introduce our new out-of-hours support line -0161 524 3760 - available to assist you during critical incidents. If you encounter any urgent issues outside of regular support hours, you can contact this line at any time for immediate assistance.
Following these guidelines ensures that urgent issues are resolved quickly while respecting our team’s time during unsocial hours.