Magento Emergency Response - Critical Incident Recovery
Overview
Critical incident response when emergencies happen. Downtime recovery, urgent bug fixes, forensic investigation, and rapid resolution. When your store goes down, every hour costs revenue. Our experienced team responds within 30 minutes with expertise to restore operations quickly.
Emergency Services
Downtime Recovery
Rapid identification of outage causes. Emergency restoration of store functionality. Minimal data loss recovery. Post-incident analysis preventing recurrence.
Urgent Bug Fixes
Production bug fixing with zero downtime deployment. Hotfix development for critical issues. Testing before production rollout. Rollback procedures if issues arise.
Security Incident Response
Malware removal and site restoration. Compromised account recovery and access reset. Forensic investigation identifying attack vectors. Prevention of similar incidents.
Database Recovery
Corrupted database repair and recovery. Data restoration from backups. Transaction integrity verification. Performance recovery after corruption.
Payment Processing Failure
Rapid diagnosis of payment gateway issues. Transaction reconciliation and recovery. Customer communication about payment status. Reprocessing of failed transactions.
High-Traffic Crisis
Infrastructure scaling during traffic spikes. Application optimisation under load. CDN activation for static asset distribution. Traffic pattern analysis and planning.
Integration Failures
Third-party system integration failure diagnosis. Emergency integration fixes. Temporary workarounds while permanent fixes develop. Vendor communication and escalation.
Data Corruption
Backup restoration and recovery. Data integrity verification. Partial recovery if full backups unavailable. Customer communication about recovered data.
Emergency Response Process
Immediate Response (0-15 minutes)
Alert acknowledgement and incident confirmation. On-call team mobilisation. Initial diagnosis and impact assessment. Preliminary communication to customer stakeholders.
Active Response (15-60 minutes)
Root cause identification and analysis. Emergency measures to restore functionality. Communication with affected customers. Temporary workarounds while permanent fixes develop.
Resolution (1-4 hours)
Permanent fix development and testing. Zero-downtime deployment to production. Full functionality restoration and verification. Incident documentation and root cause analysis.
Post-Incident (Day 1-7)
Detailed incident report with timeline and findings. Root cause analysis identifying contributing factors. Prevention recommendations preventing recurrence. Implementation planning for preventive measures.
Common Emergency Scenarios
Store Down: Application server failure, database crash, or network issue.
Payment Processing Failure: Payment gateway connectivity issues preventing transactions.
Malware Infection: Malicious code deployed compromising store or customer data.
Database Corruption: Corrupted database causing data integrity issues.
Integration Failure: Third-party system integration breaking affecting operations.
Traffic Spike: Unexpected traffic surge causing performance degradation or outage.
Security Breach: Unauthorised access compromising customer data or store functionality.
Backup Failure: Backup system failure preventing disaster recovery.
Emergency Response Team
Senior Developers: 15+ years experience with complex Magento systems. Rapid root cause identification and fix development.
Infrastructure Specialists: AWS, Google Cloud, infrastructure expertise. Database and server-level diagnostics.
Security Experts: Malware analysis and removal. Forensic investigation of security incidents.
Database Administrators: Database recovery and corruption repair. Data integrity verification.
On-Call Team: 24/7 availability for critical incidents. <30-minute response time commitment.
Response Time Commitments
- Acknowledgement: <5 minutes for critical incidents
- Initial Diagnosis: <15 minutes
- Temporary Fix: <60 minutes
- Full Resolution: <4 hours typically
- Communication: Updates every 30 minutes during active incident
Incident Communication
Automatic Alerts: Your team notified immediately of critical incidents.
Status Updates: Regular updates every 30 minutes during active response.
Root Cause Report: Detailed incident report within 24 hours of resolution.
Prevention Planning: Recommendations preventing similar incidents.
Post-Mortem: Optional review meeting discussing incident and learnings.
Prevention & Preparedness
Monitoring: 24/7 monitoring catches issues before customers notice.
Maintenance: Proactive maintenance prevents most emergencies.
Backup Verification: Regular backup testing ensuring recovery capability.
Disaster Recovery: Documented procedures for rapid recovery.
Runbooks: Pre-documented responses for common scenarios.
Emergency Support Pricing
Hourly Support: £250-£500/hour depending on complexity and expertise required.
On-Call Availability: £1,000-£2,000/month for guaranteed <30-minute response.
Annual Contract: 24/7 emergency support with priority response. £5,000-£15,000/year.
Retainer + Time: Combine retainer (guaranteed availability) with hourly charges for actual work.
What's Included
- 24/7 Availability: On-call team available anytime
- Rapid Response: <30-minute response commitment
- Expert Resolution: Senior developers with deep Magento expertise
- Communication: Regular status updates during incidents
- Root Cause Analysis: Understanding what happened and why
- Prevention: Recommendations preventing recurrence
What's NOT Included
- Long-term Development: Permanent features or enhancements
- Scope Creep: Work beyond incident resolution
- Staff Training: Teaching your team (beyond incident handoff)
- Planned Work: Scheduled maintenance or upgrades
Preventing Emergencies
Proactive Monitoring: Most emergencies detected and resolved before customer impact.
Regular Maintenance: Scheduled maintenance prevents most issues.
Code Quality: Proper testing and code review preventing bugs reaching production.
Infrastructure Planning: Capacity planning preventing resource exhaustion.
Disaster Preparedness: Documented procedures enabling rapid recovery.
Backup Strategy: Regular backups with tested recovery procedures.
Why Choose Our Emergency Response
Rapid Response: <30-minute response time commitment with on-call team.
Deep Expertise: 18+ years Magento experience enabling quick diagnosis.
Battle-Tested: Experience recovering from dozens of Magento emergencies.
Clear Communication: Status updates and transparent incident handling.
Root Cause Focus: Understanding and preventing recurrence, not just fixing symptoms.
Related Services
- Monitoring: 24/7 monitoring catching issues before they become emergencies
- Maintenance: Proactive maintenance preventing most emergencies
- Infrastructure: Redundant infrastructure preventing single points of failure
- Backup Strategy: Backup and disaster recovery planning
How to Engage Emergency Services
Incident Contact: Direct phone line to on-call team for critical emergencies.
Priority Queue: Critical incidents jump ahead of other support requests.
Resource Allocation: Senior team members dedicated to critical incidents.
Escalation: If needed, escalate to infrastructure and security specialists.
Post-Incident Learning
Root Cause Analysis: Understand what happened and why.
Timeline Documentation: Track incident from discovery through resolution.
Prevention Plan: Implement changes preventing similar incidents.
Team Training: Brief your team on incident and learnings.
Next Steps
Protect your Magento store with emergency response capabilities. Contact us to discuss emergency support options and pricing for your business.
