Last Updated on June 20, 2026
Escalations & Emergencies
Escalation Ladder
Tier 1 — Business Analyst/ Specialist Your first point of contact for all project-related questions, timeline concerns, resource requests, and change requests. Response: Within 8 business hours.
Tier 2 — Project / Account Manager Technical architecture decisions, major scope changes, budget discussions, and persistent unresolved issues. Response: Within 24 business hours.
Tier 3 — Director / Founder Strategic partnership concerns, contract amendments, unresolved escalations, and critical business-impact situations. Response: Within 48 business hours — sooner for genuine emergencies.
What Constitutes an Emergency
The following situations qualify for immediate emergency response:
- Complete site outage — users cannot access the site
- Security breach or active attack detected
- Data loss or corruption affecting business operations
- Payment processing failure (eCommerce sites)
- Critical functionality broken affecting all users and causing revenue loss
Emergency Response Protocol
- Email support@midnay.com with [EMERGENCY] in the subject line
- Include: detailed issue description, time it started, impact assessment, and your contact information
- Call the emergency hotline provided during onboarding
- Our on-call engineer responds within 2 hours, 24/7
- Immediate triage and stabilization begins
- Post-incident report delivered within 48 hours
After-Hours and Weekend Response
Response time commitments outside standard working hours — Monday to Friday, 9:00 AM to 5:00 PM IST — vary by program and plan. The table below sets out the after-hours and weekend coverage for each.
| Program | Plan | After-hours coverage | Weekend and holiday response | Notes |
| Maintain | Upkeep | No after-hours coverage | First response within 48hr | Weekday-only active monitoring. Weekend issues acknowledged on the next business day. |
| Maintain | Routine | No after-hours coverage | First response within 48hr | Weekday-only active monitoring. Weekend issues acknowledged on the next business day. |
| Manage | Active | Best effort only | First response within 48hr | No guaranteed after-hours response. Critical issues escalated on the next business day. |
| Manage | Active | Best effort only | First response within 48hr | No guaranteed after-hours response. Critical issues escalated on the next business day. |
| Manage | Growth | Best effort only | First response within 24hr | No guaranteed after-hours response. Critical issues responded to within 24hr on weekends. |
| Manage | Priority | Active weekend monitoring | First response within 12hr | Critical issues monitored and responded to on weekends and public holidays within 12hr. |
| Maximise | All engagements | Custom SLA | Per service agreement | After-hours coverage and response guarantees are agreed during scoping and documented in the service agreement. |
All response times refer to first response — the time within which a Midnay team member acknowledges the issue and begins assessment. Resolution targets are confirmed during the initial response and depend on issue complexity. Working days are Monday to Friday, excluding public holidays observed by Midnay.
Need faster weekend response on Active or Growth? An emergency weekend response add-on is available — a one-time activation fee applies per incident, upgrading response to within 4 hours for that issue. Speak to your Midnay contact for details.