Critical issue? Here is what to do.
This page is for existing Limely clients only. It explains the fastest escalation path for critical issues outside of normal UK business hours, and sets clear expectations about what can be resolved and by whom.
The fastest fix usually starts with your platform or host, not us.
Many critical-looking issues, including downtime, slow performance and server errors, originate at the infrastructure layer rather than in your codebase. Your hosting provider or platform support team can often resolve these immediately, whereas we would need to investigate before we could act. Start with the right team and you will get a faster resolution.
Who to contact first, depending on your platform.
Magento: Contact your host first
For Magento sites, most out-of-hours emergencies are hosting related. Contact Sonassi or Hypernode first. They offer out-of-hours support and can often resolve downtime, server errors and performance issues immediately.
Magento: When to contact Limely
Contact us if the issue is clearly Magento functionality or development related: checkout failures, payment gateway errors, problems linked to a recent code deployment, or errors actively preventing customers from ordering.
Shopify: Contact Shopify Plus Support first
Shopify Plus clients should contact Shopify Plus Support for platform-level issues. Shopify manages the core infrastructure and checkout, and their support team can triage platform issues 24/7.
Shopify: When to contact Limely
Contact us if the issue relates to your theme, custom apps, third-party integrations, or recent development work we have carried out. If Shopify support has confirmed the issue is not platform-side, escalate to us.
WordPress: Contact us directly
For WordPress sites hosted and managed by Limely, contact us directly via email. If your site is self-hosted, contact your hosting provider first for any server or downtime issues.
What counts as a critical issue
Anything actively preventing customers from purchasing: site down, checkout broken, payment gateway failure, critical app conflict causing errors on key pages. Non-critical issues, including cosmetic bugs and content changes, are handled during normal business hours.
Email is the fastest way to get us moving.
Email [email protected], monitored by all directors. In your email, describe the issue clearly: what is happening, when it started, what platform it affects, and whether any recent changes were made before the issue appeared. The more context you give us upfront, the faster we can diagnose and act. If the issue is genuinely critical and time-sensitive, retainer clients should call using the director numbers provided in their onboarding documentation.
Retainer clients get priority. Emergency cover is included.
If you are on one of our Shopify or Magento support retainers, emergency cover is included at your standard retainer rate. You go to the front of the queue and your issue is treated as a priority from the moment we receive it. Ad hoc clients can access emergency cover at £200/hr with a 4-hour response during UK business hours. If you are not on a retainer and find yourself needing emergency support regularly, it is worth having a conversation about whether a retainer makes sense.
