This form is for emergencies that need to be resolved urgently. This is a formal notification of a critical issue that has a significant and widespread impact on the usability of your app.
- complete production outage (site or app is down or largely unusable for most users)
- critical database corruption or apparent data loss in production
- major security breach or vulnerability exposing user data
- payment / checkout failures preventing transactions for all customers
- core third-party integration (e.g Stripe, Resend) is entirely non-functional in production
- most users are unable to log in or use the platform for its core intended purpose
When not to use this form:
- slower page load or site response times
- issues affecting demos/non-paying customers
- glitches on rare devices / screen sizes
- issues confined to test/staging environments
- a temporary workaround exists that could reasonably be used for a short time
Our service-level agreement applies within UK business hours:
- 9:00am-5:00pm, Monday-Friday, excluding public holidays
Third-party issues can cause issues with your application. If your app is known to use any of the following services, check their status to see if they could be causing your issue:
