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 two questions in the form will determine the severity of your issue.
• Selecting ‘Yes’ for either 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 both 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.