If your site is offline right now, phone rather than email — it reaches somebody who can start. The rest of this page is what helps while you wait, and what to check so it does not happen again.
First, is it actually down, or down only for you? A site can be perfectly fine while your own connection, DNS or cache says otherwise. Trying it on mobile data rather than the office network takes ten seconds and rules out a surprising proportion of emergencies.
Second, what changed? An update, a plugin installed, a DNS change, a card that expired on the hosting account. Outages almost always follow a change, and knowing which one turns an hour of diagnosis into ten minutes.
Third, stop changing things. The instinct is to try fixes quickly, and it regularly turns a reversible problem into a restore from backup. Note what you have already tried, and leave it there.
What we do
Working UK-wide and internationally — directly with businesses, and white label behind design and marketing agencies.
Discuss a projectThe browser warns and visitors leave. Common, avoidable, and fixed quickly once somebody is looking.
A card that expired on an account nobody monitors. The most frustrating outage because it is entirely administrative.
A plugin or theme update that collided with something else. Usually reversible if nobody has made it worse first.
Defacement, redirects to somewhere else, or a browser warning. Different work and the order of it matters.
Disk full, memory exhausted, or a traffic spike. Often follows something else, such as logs nobody rotated.
Pointed somewhere wrong, or a change still propagating. Easy to confirm and easy to get wrong.
Coverage is Monday to Friday, 8am to 6pm. Saying otherwise would only matter on the night it turned out not to be true, so we say it now.
Our response target for a site offline or unusable is 2 business hours. It is a published target rather than a contractual guarantee with credits attached.
They can raise urgent issues by phone rather than waiting in a queue. If your site matters that much, a retainer is the arrangement that reflects it.
A lot of our work is delivered white label or under agreement, so these describe the problem and the approach rather than naming the client.
Hacked WordPress site? Malware removal, cleanup and hardening by a UK development team, including getting a site out of Google's warning list.
What to do when a WordPress, plugin or theme update breaks your site: how to get it back, how to find the cause, and how to stop it happening again.
The real reasons WordPress sites are slow, how to tell which applies to yours, and when better hosting genuinely will not fix it.
It is faster than email and it reaches somebody who can start. If it is less urgent, send the address and what you are seeing, and we will tell you what we think it is.