Out-of-Hours and Emergency Support
Most maintenance happens during normal working hours, but some businesses cannot afford to wait until morning if something serious breaks overnight. Out-of-hours support covers exactly these situations.
This article explains when emergency cover applies and how to reach us when minutes matter.
Preparing Before an Emergency
The best time to plan for an emergency is long before one happens. Knowing the contact route, having recent backups, and understanding the escalation path turns panic into procedure.
We set this up as part of onboarding so that, if the worst occurs at 2am, everyone already knows exactly what to do.
- Agree the emergency contact route in advance.
- Keep verified backups ready to restore.
- Document the escalation path.
- Review it periodically so it stays current.
What Counts as an Emergency
Emergency support is reserved for genuine, high-impact incidents — not routine requests. Misusing it would make it slower for everyone.
- Your site is completely offline.
- Customers cannot pay or place orders.
- A suspected security breach is underway.
How Emergency Cover Works
Plans that include out-of-hours support give you a dedicated route to reach an on-call engineer outside normal hours. We triage immediately and work to restore service.
Frequently Asked Questions
Is emergency support included as standard?
It depends on your tier. Higher tiers include out-of-hours cover; otherwise it can be added or charged per incident.
What should I do first in an emergency?
Use the emergency contact route in your plan and describe the impact clearly so we can prioritise correctly.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.