We do our best work during normal business hours, which is Monday-Friday from 9am-6pm ET. That said, we know things can break at the worst possible time.
Here’s what to expect when something urgent comes up, or when Cornershop is closed.
Urgent Site-Breaking Issues
If a live site becomes inaccessible or key functionality is broken, email support@cornershopcreative.com and include “URGENT” in the subject line. This will alert our Support team right away that something needs to be addressed.
During business hours, a Cornershop specialist will respond within the hour and:
Review the issue as soon as possible
Investigate the cause
Work to restore access or stabilize the site
Outline next steps if additional work is required
Note that any urgent request is subject to rush rate (2× your standard hourly rate). Pre-approving rush rate in your email helps to expedite any next steps if additional work is required. Of course if the issue is covered under your support plan or is caused by an error on our part, you will not be charged.
Urgent Issues Outside of Business Hours
Outside of working hours, if you need a request addressed before Cornershop reopens, email support@cornershopcreative.com and include “URGENT” in the subject line. Our on-call team will be in touch at their earliest availability (typically within 2-4 hours).
During these off times, our first goal is always to reduce impact. If a full fix requires deeper investigation or coordination, we’ll clearly communicate the plan and timing. Note that any urgent request is subject to rush rate (2× your standard hourly rate). Pre-approving rush rate in your email helps to expedite any next steps if additional work is required.
When Cornershop Is Closed (such as Federal Holidays)
When Cornershop is closed, our on-call team is available to support urgent issues or work that cannot reasonably be completed in advance, such as sending an urgent appeal in response to breaking news. Our on-call team will be in touch at their earliest availability (typically within 2-4 hours).
Any work performed during this time is billed at our rush rate (2× your hourly rate) due to off-hours availability.
When is Cornershop Closed
The following dates are when Cornershop is typically closed during a year:
New Years Day, January 1
Martin Luther King, Jr. Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Election Day (even years for federal general elections only)
Veterans Day (odd years when there are no federal general elections)
Thanksgiving & Day After Thanksgiving
Christmas Day through December 31
Planning ahead
If there’s a strong chance you’ll need last-minute support while we’re closed, the smoothest option is to plan ahead with your project manager.
Time can be reserved specifically for your work
Reserved time is billed whether or not it’s used
This guarantees availability and the fastest turnaround time during the closure
As needed support
If you’re unable to plan ahead or unscheduled needs come up please follow the process outlined above and reach out if something requires our help to support@cornershopcreative.com.
We can support requests during closures at the same rush rate, and you’ll only be billed for the time used.