Complete outage, white screen, 500 errors, database connection failures. We diagnose and restore your store as fast as possible.
Hacked Store
Malware injection, defacement, unauthorised access, data theft. We contain the breach, remove malicious code, and secure your store. Once resolved, our ongoing security services ensure it doesn't happen again.
Checkout Broken
Payment failures, cart errors, order processing issues blocking revenue. We restore your checkout so you stop losing sales.
Severe Performance
Extreme slowness, timeouts, server overload during peak traffic. We identify the bottleneck and get your store responding again.
Security Breach
Suspected data breach, customer data exposure, payment skimming detected. We investigate, contain, and remediate the incident.
Failed Deployment
Broken deployment, failed upgrade, corrupted files, rollback needed. We restore your store and fix the deployment pipeline. See how our deployment process prevents this from happening in the first place.
Our Magento Incident Runbook
The first 60 minutes decide most incidents. Here's exactly what a senior Magento developer does, in order, when your call comes in.
Minutes 0–5 · Scope & Containment
Confirm blast radius: single URL, a section, checkout only, or whole site
Check Cloudflare analytics and origin health for 5xx spike and geography
Tail last 500 lines of var/log/exception.log and system.log
Check deploy.log and git log for deploys or merges in the last 24 hours
Enable maintenance mode with IP allow-list if revenue-critical and cause not yet known
Minutes 5–20 · Diagnosis
Reproduce in staging where possible; otherwise tcpdump/strace on a single request
Check recent DB migrations with bin/magento setup:db:status
Inspect MariaDB slow-query log, processlist, and deadlock history
Verify indexer state (bin/magento indexer:status) and cron health
Check Varnish/Redis/OpenSearch health and recent config changes
Minutes 20–45 · Fix & Restore
Smallest possible patch or revert; avoid compounding the incident
Deploy via blue-green with automated rollback if error rate climbs
Warm caches and pre-render critical URLs before re-exposing traffic
Watch Sentry, uptime probes, and checkout-success rate for 15 minutes
After · Post-Mortem & Prevention
Blameless post-mortem with timeline, root cause, and customer impact
Preventative work scoped and added to retainer backlog
Monitoring or alerting added so the same failure mode pages us next time
Incident report delivered in writing within 1 business day
Rolling Incident Performance
Anonymised rolling 90-day stats across our retainer base. Refreshed quarterly.
2–4 minMedian MTTA
15–45 minMedian MTTR
100%P1s resolved same business day
0Data-loss events
1 dayPost-mortem turnaround
The Real Cost of an Hour of Downtime
Rough indicative revenue lost per hour for stores trading on a typical UK weekday afternoon. Black Friday and peak-event hours are 3–6× higher.
£500k/yr GMV
≈ £115 per hour of lost revenue during peak trading hours.
£2m/yr GMV
≈ £460 per hour lost, plus abandoned-cart recovery and paid-ad waste.
£10m/yr GMV
≈ £2,300 per hour lost. One incident often pays for a year of retainer.
£50m/yr GMV
≈ £11,500 per hour lost, and that's before brand, SEO, and support cost impact.
Our Emergency Response Process
1. Immediate Response
Within 15 minutes of your call, a senior developer is investigating your issue and communicating with you directly.
2. Rapid Diagnosis
We identify the root cause using server logs, monitoring tools, and code analysis to understand exactly what went wrong.
3. Fix & Restore
We implement the fix with minimal disruption, restore from backups if needed, and verify everything is working correctly.
4. Prevent Recurrence
We document the incident, implement safeguards to prevent it happening again, and provide recommendations for ongoing protection.
Priority Support for Retainer Clients
Emergency support is included with all our support retainers. When your store is down, your retainer ensures you jump straight to the front of the queue with a guaranteed rapid response.
Guaranteed Response Times
Retainer clients get priority access to our team. When an emergency hits, we drop everything and respond within 15 minutes, no waiting, no ticketing queue.
Full Transparency
You receive a detailed breakdown of everything we did and the time spent, so you know exactly what you're paying for.
We Already Know Your Store
As your retainer partner, we already understand your codebase, hosting setup, and integrations. That means faster diagnosis and fewer questions when every minute counts.
Prevent Emergencies Before They Happen
Proactive monitoring catches issues before they become emergencies. Our support retainers include 24/7 monitoring, automated alerting, and rapid response, so problems are resolved before your customers even notice.
A payment gateway configuration change caused complete checkout failure during a flash sale. Our team was alerted within 2 minutes, diagnosed the issue, and deployed a fix, all within 23 minutes of the first failed transaction.
Credit Card Skimmer, Cleaned in Under 2 Hours
A compromised third-party extension injected a skimmer on the checkout page. We identified the malicious code, removed it, patched the vulnerability, and notified the merchant, all before the next business day.
ERP Sync Outage, Stock Drift Stopped in 40 Minutes
A retainer client's SAP connector silently stopped posting stock deltas after a certificate rotation. We caught the drift in monitoring, re-authenticated the connector, replayed the missed messages from the ERP queue, and reconciled stock before overselling occurred.
APSB Patch Regression, Rolled Back in 18 Minutes
A Magento security patch introduced a Varnish config conflict that caused intermittent 503s. We rolled back via blue-green deployment, reproduced the issue in staging, applied the vendor-supplied hotfix, and redeployed cleanly the same day.
OpenSearch Corruption, Catalogue Restored in 55 Minutes
A disk-pressure event on a single-node OpenSearch instance left the catalogue index in an inconsistent state. We failed over to a fresh index, triggered a full catalogue reindex with priority, and restored category pages and search well before evening peak.
2.4.7 → 2.4.8 Upgrade 503s, Resolved in 30 Minutes
A Magento minor-version upgrade surfaced a deprecated DI signature in a legacy module, triggering 503s on product pages. We patched the module's DI configuration, cleared compiled code, and verified rendering without rolling back the upgrade.
PCI-DSS Incident Handling
For PCI-DSS merchants, our emergency response follows the PCI Requirement 12.10 incident-response workflow: scope, containment, evidence preservation, forensic handover where required, and customer-disclosure drafting where applicable. Incident logs, command history, and deploy artefacts are preserved for a minimum of 12 months to support a forensic review (PFI) if one is later requested by your acquirer.
What Our Clients Say
"After going through a couple of agencies that did not meet our expectations, we were recommended Interjar and have now been with them for three years. Interjar are proper Magento experts and efficiently handle any issue or development requirements. I can highly recommend them."
Christian Andersson
Director, Tieroom
Emergency Support FAQs
How quickly do you respond?
A senior Magento developer will be investigating your issue within 15 minutes of your call. We don't use a ticketing system for emergencies, you speak directly with the developer working on the fix.
Do I need a retainer to access emergency support?
Yes. Emergency support is a benefit included with all our support retainers. As your retainer partner, we already understand your codebase, hosting setup, and integrations, which means faster diagnosis when every minute counts.
What if it's outside business hours?
Our emergency support operates during business hours. For retainer clients with critical issues outside these hours, contact us and we'll do our best to respond as quickly as possible, but we can't guarantee out-of-hours availability.
How do you bill for emergency work?
Minute-by-minute, just like all our work. You receive a detailed breakdown of time spent and actions taken. No minimum hours, no rounding up, no surprises.
What if our store was built by another agency?
That's no problem. Many of our retainer clients came to us from other agencies. Once you're on a retainer, we familiarise ourselves with your codebase and hosting setup so we can respond just as effectively in an emergency.
What happens after the emergency is resolved?
We provide a full incident report documenting what went wrong, what we did to fix it, and recommendations to prevent it happening again. There's no obligation to sign up for ongoing support, but our retainer clients benefit from proactive monitoring that catches issues before they become emergencies.
Need Help Right Now?
Don't lose another sale. Our retainer clients get priority emergency response, a senior Magento developer investigating your issue within 15 minutes. No call-out fees, no surcharges, just the same £100/hour rate billed to the minute.
