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We used the app for the very first time and set up a "pre-order release" for just over a thousand orders. It CRASHED the server. Customers received emails leading them to a 503 error. This is our first experience with a 5-star rated app, resulting in the worst tech service we've seen in three years of our business. FIX IT!
UPDATE: Changed the review to 3 stars from 1 star. Because the team fixed the issue within one hour. Worse can happen. Now we just need to deal with the aftermath of this incident (thousands of support emails).
Thank you for your review. The app did encounter a brief moment of downtime at the time of your delivery. We responded instantly and took action to resolve the problem quickly, which was resolved within the hour. We were very responsive from the moment it happened and kept your team updated with everything that was happening.
We sincerely apologise for the interruption, and I'm sorry it has upset you. As we discussed in our support chat, the team have already resolved the problem within the hour. We are constantly upgrading our systems to be better all the time. This is part of growth for every business, no matter the size.
This is the unfortunate nature of software; they do have downtimes occasionally. Even the biggest tech giants in the world, including Shopify itself, have downtimes. We do try our best to make all of our merchants happy and address everything in the fastest possible way. We did try our best with instant support for your team and reassurance while fixing the problem itself.