How do you handle urgent requests outside business hours?
In short and in plain language
This depends on the level in your maintenance plan. The hours that apply are set in the contract.
For urgent security cases, there is a separate way to get help. See the emergency page for more.
This depends on the chosen SLA tier. Under the Enterprise SLA, we are available around the clock, which is the right choice for shops with continuous sales or high business criticality. Under the Business SLA, we offer extended availability until 8 PM on business days, so that evening traffic is not left unattended either.
Regardless of the tier, an important exception applies: for critical security incidents, emergency escalation paths are available even under the Business SLA that extend beyond regular business hours. An actively exploited attack on the weekend is not deferred to the next business day. How escalation works in detail is described on the emergency support page.