My store is down right now, how fast can you help?

Fast. On an emergency retainer, our first response target is under 15 minutes during cover hours, we acknowledge, triage, and tell you the plan. For a one-off emergency, we usually start within a couple of hours and aim to have a store-down incident (a 500, 503, or white screen) back up the same day. The single fastest thing you can do is paste the exact error string and tell us what changed last (a deploy, a plugin update, a traffic spike) in the report form.