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Questions before you call
Straight answers, no discovery maze
What people ask us at 2am, answered up front. If yours is not here, put it in the rescue request and we will answer it in the first reply.
How fast do you actually respond?
Critical, revenue-halted requests are acknowledged in under 15 minutes. Every package lists its own response SLA, and that clock starts when you tell us what failed, not when a contract is signed. The SLA is a response guarantee, not a delivery guarantee: some failures depend on a third-party platform reviewing your account.
Do I need to sign a contract or retainer first?
No. Rapid fixes and rescue packages are one-off engagements with a fixed fee agreed before work starts. The UnbreakShield retainer is optional and only makes sense once the immediate fire is out.
What if the 60-minute Support Online session finds a much bigger problem?
We tell you before doing any further work, quote the matching rescue package, and credit the full $399 against it if you book within 14 days. You are never upsold mid-incident without a fixed number in writing.
Which platforms and tools do you work in?
We are deliberately vendor-agnostic and work inside the stack you already own: CRMs, billing and payment platforms, ad and analytics tools, automation platforms, warehouses, and custom APIs. If it carries revenue, it is in scope. We do not resell software or push a migration you did not ask for.
How are the fixed fees and ranges decided?
Prices are tied to the failure mode, not to hours burned. Flat fees are final. A range means the final number is confirmed at triage, before work begins, and never moves after that. Two packages use a success-based component, which is stated openly on the card.
What access do you need from us?
The least access that lets us fix it, usually a scoped admin or developer seat in the affected systems, revoked the moment the work is signed off. We work under NDA on request, and details are shared only with the engineer assigned to your incident.
Can you guarantee a suspended account gets reinstated?
No honest operator can. Reinstatement, gateway releases, and delisting decisions sit with the platform. What we guarantee is a proper root-cause audit, a compliant remediation plan, and an escalation filed the right way, which is what actually moves these cases. Success-fee pricing on those packages means we carry part of the risk with you.
What happens after the rescue is finished?
You get a written root-cause summary, documentation of what changed, and a handover your team can act on, so the knowledge stays with you. From there you can leave it, take a fractional RevOps block, or move onto UnbreakShield monitoring so the same failure is caught before your customers notice.
Is this only for SaaS companies?
No. Any business whose revenue runs through software (e-commerce, subscriptions, agencies, marketplaces, professional services) has the same failure modes: broken checkouts, silent forms, dropped webhooks, bad data. The stack differs; the rescue process does not.
Will you work alongside our existing developer or agency?
Yes, and it usually goes faster that way. Your developer knows the history; we bring the incident discipline and the specific platform experience. We share findings openly, we do not talk down to anyone, and we hand the fixed system back to whoever runs it day to day.
Do incidents get handled outside business hours?
Critical severity is monitored and dispatched around the clock, because checkouts and payouts do not keep office hours. Warning-level work is scheduled into normal hours unless you ask otherwise, which keeps the cost down.
Can we talk to someone before sending a request?
Yes. Book a 60-minute Support Online session for a fixed $399, or email help@unbreakops.com with a short description and we reply with whether it is an emergency, which package fits, and a fixed number.
From crisis to confidence
Still unsure whether this is an emergency?
Describe what broke. We will tell you honestly whether it needs a rescue, a rapid fix, or nothing at all.