Out of Hours Support

Aurora Commerce does offer 24/7 Out of Hours Support for Critical issues. The actual cover is post every work day from 17:30 until 09:00 the next, and 24 hours over Saturdays and Sundays, with Bank Holidays working as weekend days.

Please do try and contact your assigned Account Manager first should the issue appear close to our 17.30 work day closure time; this is in case they are still present and as such able to process the issue for you.

We please ask that you telephone our Support Hotline on: 01223 750371 and then email the Support Team at [email protected] as a follow up, and your contact will then be addressed by our Out of Hours Support Team.

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PLEASE NOTE: We will only be able to address Critical issues. If a matter is non Critical unfortunately we will not be able to respond; this is to ensure we can prioritise matters as swiftly as possible and correctly for all, and we will ask that you please retain any non Critical matters for issue as part of a future submission during normal work hours, following our standard Bugs and Errors workflow.

Critical =

• Site is down / offline.
• Site is unable to process transactions correctly.
• Site is unable to process / accept payment correctly.
• Site is unable to process orders correctly.
• Site is not updating stock correctly.

We deem these kinds of bugs only to be Critical and we ask these be noted as and when they occur. 
There are of course grey areas, for example product data uploads not working correctly or products not listing correctly (including via 3rd parties), and Aurora Commerce would deem these necessary to fix.  
In short, if it prevents the ability to buy / sell what a Site has to offer then it needs to be fixed.  

For further information on the precise nature of what is classed as Out of Hours Support please view the following document: Out of Hours Support: Reporting and Advice