Emergency Website Support When Your Site Goes Down
When a website fails, every minute costs you customers and trust. Our emergency support is built to do the right thing first: confirm the problem, stop the damage, and get the site reachable again — then work out why.
Business-hours initial response within 2 hours. One team, a defined process, and no drama while you are under pressure.
Already been hacked? See Hacked Website & Malware Removal →
Prefer to call? +86 188 1004 3668
1,000+ represents websites served cumulatively. 2 hours means initial response on business days, not a fix time or 24/7 service.
What Counts as an Emergency
If any of these are true, use the emergency path rather than a routine request. It is prioritised ahead of normal work.
Site is down
The site is unreachable, or returns a server error or white screen on key pages.
Hacked or flagged
The site is defaced, redirecting, serving unwanted content, or showing a browser or search "unsafe" warning.
Checkout is broken
Orders have stopped completing, or payments are failing at the point of purchase.
Domain or DNS failure
The domain has expired, DNS has broken, or a certificate error is blocking access.
Login or access lost
You have been locked out of the site or its admin, and cannot get back in.
A change broke the live site
An update, edit or deployment has taken the live site down.
What We Do First
The order matters. Containment before investigation is what keeps a bad situation from becoming a worse one.
1. Triage
We confirm what is actually happening and how urgent it is.
2. Isolate
We contain the problem to stop damage spreading or worsening.
3. Stop the loss
We stabilise the site so visitors and customers can reach it again.
4. Root cause
Only then do we investigate why it happened and how to prevent a repeat.
Response Times and Honest Limits
We would rather be clear now than apologise later. Here is exactly what emergency support does and does not promise.
What is covered
- Business-hours initial response within 2 hours
- Assessment, isolation and stop-loss within your plan
- A 2-hour standard credit cap for the initial response
- Clear communication on what happens next
What is not promised
- A complete fix inside 2 hours — that is response, not repair
- 24/7 guaranteed coverage unless separately arranged
- Full malware removal or recovery at no extra scoping
- Recovery of data that no backup ever captured
Recovery and cleanup beyond the initial containment are quoted before we proceed — so you are never facing an open-ended emergency invoice.
What You Can Do Right Now
A few small actions in the first minutes can make recovery faster — and a few can make it worse.
Helpful
- Note the time the problem started and what you saw
- Take a screenshot of any error or warning
- Send the site URL and the platform
- Tell us if customers or payments are affected
Please avoid
- Reinstalling the site or wiping data before we look
- Making large changes to try to fix it
- Deleting files or "cleaning up" what you do not recognise
- Paying for recovery work elsewhere before it is diagnosed
Emergency Support vs Ongoing Care
Emergency support
For active incidents: the site is down, hacked or broken now. It is a one-time, prioritised response aimed at stopping the damage.
Ongoing maintenance
For preventing incidents: updates, backups, monitoring and a defined response commitment month to month. Most emergencies are cheaper to prevent than to fix.
See maintenance plans and monitoring — the two services that most reduce the odds of an emergency.
Emergency Website Support FAQ
How fast is emergency response?
Business-hours initial response is within 2 hours. That means a real person picks up the issue and starts working on it — it is not a promise that a fix is complete within 2 hours, and it is not a 24/7 guarantee unless separately confirmed.
What counts as an emergency?
A site that is down, hacked or showing a security warning; a checkout that has stopped completing orders; a white screen or server error on key pages; or a domain, DNS or certificate failure that takes the site offline.
What should I include when I write to you?
The website URL, what you can see, when it started, and whether it is affecting customers, payments or access. That is enough for us to begin. Please do not send passwords or login details.
What do you do first?
We confirm what is happening, isolate the site to stop further damage, and stabilise it so visitors can reach it. Only then do we investigate the root cause. Stopping the bleeding comes before explaining it.
How is emergency work charged?
The initial response — assessment, isolation and stop-loss — is handled within your plan and capped at a 2-hour standard credit. Larger recovery or cleanup is a separate scope, quoted before we proceed. There are no surprise invoices.
Do you cover weekends and nights?
Emergency intake is monitored, but standard coverage is business hours. If you need guaranteed out-of-hours cover, that can be arranged separately — we will tell you honestly what is and is not covered.
Will the site be fully fixed within 2 hours?
Not always, and we will not pretend otherwise. Two hours is enough to assess, contain and often restore basic access. A full recovery — especially after a hack — takes longer and is scoped once we understand the cause.
Can you help if someone else built the site?
Yes. We regularly take over sites in trouble. We start with what is accessible and what is documented, and tell you what we can and cannot reach.
Related Emergency and Recovery Services
Get Help With a Site That Is Down Now
Send the site URL, what you see and when it started. We will pick it up on the emergency path.
Prefer to call? +86 188 1004 3668