Engineers on call now
Adobe Commerce emergency support
Your store is down. Get your site live again in 15 minutes.
A senior Magento engineer picks up your incident within 15 minutes. No ticket queue. No junior triage. No support software. A real engineer, working your problem, right now.
Submit brief → engineer assigned in 15 minutes → root cause identified → fix deployed → post-incident report
0
minutes first response service level agreement
24/7
engineer availability
0
incidents resolved this year
0%
service level agreement compliance rate
50+ Adobe Commerce stores on active coverage · critical incident specialists · no retainer required for emergency support
The cost of downtime
Every minute your store is down costs real money
0
average revenue lost per hour of downtime
Mid-market Adobe Commerce stores lose significant revenue during peak outages. Black Friday and holiday incidents cost multiples more.
0%
of shoppers abandon and never return after a site error
A checkout error or site-down event does not just lose a sale. It loses the customer relationship. Trust evaporates in seconds online.
4.5hrs
average time to resolve without a specialist on call
General DevOps teams and hosting support desks are not Magento specialists. They triage, escalate, and wait. You lose four hours you do not have.
Live incident response
What your dashboard looks like when we are on the call
From the moment you submit an incident, your engineer gets a live view of your environment. This is the interface your assigned engineer works from during an active priority-1 resolution.
IncidentP1 Critical
INC-2025-0847
Checkout process failing · payment gateway 502
Reported14:32:07 UTC
Engineer assigned14:44:19 UTC
Time to assign12 min 12 sec
Service level agreement target15 min
Response service level agreementWithin service level agreement
Active · Engineer Working
Engineer activity log
14:44Incident accepted. Secure shell into production
environment.
14:46Reviewing error logs: nginx 502 from payment_v2
pod.
14:48Identified: secure socket layer certificate expired on
Stripe webhook endpoint.
14:51Certificate renewed. Restarting payment service
container.
14:53Checkout restored. Monitoring for 10 minutes.
15:04Resolved. Post-incident report queued.
Live monitoring
Checkout success rate0%
Response time (avg)284ms
Error rate0.0%
Root cause identified
Secure socket layer certificate expiry on payment webhook endpoint. Renewed and monitoring.
Store restored and stable
Submit briefEngineer assigned in 15 minutesRoot cause identifiedFix deployedSite live again
Escalation architecture
From first alert to resolved in under 4 hours
Every incident follows the same deterministic path. No ad-hoc improvisation. Every phase has a defined owner, a time target, and a handoff protocol.
1
Alert
Incident reported
T+0
2
Triage
Severity assessed
T+5 min
3
Engineer
Senior assigned
T+15 min
4
Diagnose
Root cause found
T+1 hour
5
Fix Deployed
Store restored
T+4 hour service level agreement
6
Post-Incident
Report and prevention
T+24 hours
Phase 3 · Senior Engineer Assigned
A certified Adobe Commerce engineer is paged and accepts your incident within 15 minutes of report. They connect via secure shell into your environment, establish a communication channel with your team, and begin active diagnosis immediately. No hand-off. No re-briefing. One engineer owns the incident end to end.
What your coverage includes
Every critical issue type gets resolved fast
From payment gateway failures to database crashes, your emergency coverage spans the full Adobe Commerce technical stack. No issue type is turned away.
Senior engineers only
Every incident is handled by a certified Adobe Commerce engineer with production emergency experience. No juniors. No generalists. No escalation chain.
Issue types covered
Any critical issue, any cause
- Payment gateway failures and 502/503 errors
- Database connection failures and query timeouts
- Extension conflicts post-update
- Security breach response and malware removal
- Cache and index failures causing blank pages
- Cron job failures breaking order processing
- Adobe Commerce Cloud infrastructure emergencies
Response service level agreement tiers
Match the severity. Match the speed.
P1 Critical15 min response
Site down, checkout failing, security breach
P2 Major1 hour response
Degraded performance, partial outage, data issues
P3 Standard4 hour response
Non-blocking errors, display issues, slow queries
Post-incident
Prevent the next one
Every resolved incident ships a post-incident report within 24 hours. Root cause, fix summary, recurrence risk, and recommended preventive actions. You own the document.
Post-Incident Report
INC-2025-0847 · Resolved T+32min · Secure socket layer certificate renewal
Recommendation: Automate certificate renewal via Let's Encrypt
Retainer path
One emergency becomes ongoing protection
Emergency support is available without a retainer. After resolution, you can convert to an service level agreement support plan that covers monitoring, patch management, and proactive optimization at a predictable monthly cost.
View Magento support services →Client result
The same team. The same speed. At any scale.
Corporate Gear
Corporate Apparel / EcommerceCorporate branding and apparel platform serving businesses with branded merchandise and enterprise-level ecommerce workflows.
The problem
Website usability, accessibility, and conversion performance limited lead generation and revenue while operating in a highly competitive ecommerce market with increasing session volumes.
The engagement
Structured user experience optimization, A/B testing, and conversion improvement across all key transaction paths. Data-driven iteration with the same technical team owning every change end to end.
Outcome
$0
annual revenue reached through sustained technical optimization
What this proves for emergency support
The same technical team capable of scaling a store to $120 million in revenue is the team that responds to your emergency. Speed and precision are not emergency-only traits. They are how we work every day.
Why it matters
Revenue at that scale means complex environments. Multi-channel order flows. High transaction volumes. Custom extensions. The same depth of understanding that sustains a $120 million ecommerce operation is what diagnoses a priority-1 incident correctly the first time.
- Same engineers, emergency and production
- No dedicated support tier downgrade
- Enterprise-grade diagnosis in every incident
Source: Corporate Gear engagement, verified gross merchandise value data
Why Redefine
Not all emergency support partners resolve the actual problem
Most emergency support experiences follow the same failed pattern. You get a ticket. You wait. A junior investigates and escalates. You lose hours. We broke that model.
15-minute first response
Not a chatbot. Not a ticket acknowledgment. A real senior Magento engineer accepts your incident, confirms the severity, and begins active diagnosis within 15 minutes of your report. That promise is in your contract.
One engineer owns the incident end to end
No hand-offs. No re-briefing. The engineer who accepts your incident is the engineer who fixes it and writes your post-incident report. Context is never lost to an internal escalation chain.
Adobe Commerce certified, not generalist DevOps
Magento emergencies require Magento knowledge. A general Linux engineer cannot read Commerce logs, understand indexer states, or diagnose extension conflicts. Every engineer on our incident team is Commerce-certified.
No retainer required to access emergency support
Typical support partners lock emergency response behind an ongoing retainer. You pay monthly whether or not you have an incident. We offer emergency-only engagement billed per incident. No commitment required.
Post-incident report, not just a resolution
Every incident closes with a written post-incident report delivered to your team within 24 hours. Root cause, resolution summary, recurrence risk, and recommended preventive steps. Other partners close the ticket and move on.
Live engineer channel during the incident
Your team gets a shared Slack channel or direct call with the engineer during resolution. You are never left waiting for status updates. You see every action in real time. Transparency is not optional.
Frequently asked questions
Questions before you submit an incident
No. Emergency support is available on a per-incident basis with no ongoing commitment. You submit the incident brief, an engineer is assigned, and you pay for the engagement after resolution. If you prefer proactive coverage, you can convert to a service level agreement plan, but that is your choice after the incident closes, not a condition of getting help now.
A senior engineer accepts your incident, reviews what you have submitted, confirms the severity classification, and opens a live communication channel with your team. This happens within 15 minutes of your form submission or call, 24 hours a day, 7 days a week. It is not a bot acknowledgment or an auto-reply. It is a person doing active work on your problem.
You provide access credentials at the time of the incident through our secure intake. We do not need pre-stored credentials. Your engineer will walk you through exactly what they need within the first few minutes of engagement. For Adobe Commerce Cloud, we use the Cloud Console access model. For self-hosted, secure shell key exchange takes under two minutes.
We still manage the incident on your behalf. That includes diagnosing that the root cause is hosting-side, escalating the correct technical details to your hosting provider, monitoring their resolution, and applying any application-level fixes required on your side. You should not have to translate between your engineer and your host. We handle that interface.
Emergency support is scoped and quoted per incident based on severity and estimated resolution time. For a priority-1 critical incident requiring under 2 hours of engineering time, the engagement is in the range of $500 to $1,500. Complex incidents requiring architectural investigation are quoted before extended work begins. You approve the scope before we continue past the first diagnostic hour. No surprises.
Is this the right call?
Is emergency support the right call right now?
Submit now
- Your checkout or payment flow is broken and orders cannot be placed
- Your Adobe Commerce store is returning blank pages, 500 errors, or is completely unreachable
- You have experienced a security breach, unauthorized access, or malware injection
- An update or extension install has broken core functionality in production
- Your hosting ticket has been open over 2 hours with no resolution path in sight
Use standard support instead
- Non-urgent styling changes or feature requests: use standard development
- Slow page speed that has been an ongoing issue for weeks
- Planned upgrades or scheduled maintenance: use our upgrade services
- Early-stage questions about whether to use Adobe Commerce at all
Not sure if this qualifies? Submit a brief and we will classify the severity for you, at no cost.
Emergency intake open 24 hours a day
Submit your incident
Tell us what is broken. We start in 15 minutes.
Submit the brief now. An engineer reviews it, classifies severity, and opens a live channel with your team within 15 minutes. No calls scheduled. No forms to wait on.
Priority 1: 15-minute response
Site down, checkout broken, security breach in progress
Priority 2: 1-hour response
Degraded performance, partial outage, data sync failures
What happens after you submit
Brief routed to on-call engineer
T+0Your submission is instantly pushed to the senior engineer queue. Severity is pre-classified from your description.
Engineer accepts and opens live channel
T+15 minA certified Adobe Commerce engineer confirms severity, connects via secure shell to your environment, and opens a direct Slack or call channel with your team.
Root cause identified
T+1 hourActive diagnosis begins immediately. Error logs reviewed, environment inspected, root cause shared in your live channel.
Fix deployed · store live
T+4 hour service level agreementFix tested and pushed to production. Most priority-1 incidents resolve well inside the service level agreement. Post-incident report follows within 24 hours.
Emergency incident brief
Brief received → engineer assigned in 15 minutes → live channel open → fix deployed → post-incident report
Incident brief received
A senior engineer is being paged now. You will receive a message in your inbox within 15 minutes with your engineer's name and a direct communication link. Stay near your inbox.
15 min
Response
24/7
Availability
50+
Stores covered
Senior
Engineers only
Engineers online now
Get your store back online
Your store cannot wait. Neither can we.
Submit your incident brief and a senior engineer starts diagnosing within 15 minutes. No calls to schedule. No commitment required.
No commitment. No pitch.
Get Emergency Support Now
Brief received → engineer in 15 minutes → site live again