Service Pillar 2 of 4
Emergency Help
Site down, hacked, or broken after an update? Emergency intake with same-day pickup where possible. Premium-plan clients get a contractual 30-minute SLA.
Open emergency ticketIf your site is actively down or hacked right now
Go straight to the contact form, set Urgency: Emergency, and include the URL plus any error message you're seeing. Don't wait to write a long message — I'd rather have a half-written ticket in 30 seconds than a polished one an hour later.
Open emergency ticketWhat I cover
- Hacked site recovery — malware removal, post-compromise hardening, Google blacklist removal request.
- White screen / fatal error — diagnosis, rollback, plugin conflict isolation.
- Broken-update recovery — restore from snapshot, identify which update caused it, fix forward.
- Database corruption / loss — restoration from backup, table-level surgery if needed.
- Locked out of admin — access recovery via SFTP/SSH/database.
- Spam injection / SEO hack — cleanup, search console removal, prevention setup.
What you get after the fix
Every emergency engagement ends with a written incident report covering:
- What happened (timeline, root cause)
- What was changed during recovery
- What I'd recommend to prevent recurrence
- Whether ongoing maintenance would have caught this earlier (honest answer, not a sales pitch)
Frequently asked questions
What counts as an emergency?
Site offline, white screen of death, hacked or defaced, plugin/theme update broke checkout or login, malware injection visible in Google search, or any active outage that's costing you money.
How fast do you actually respond?
New (non-client) emergencies are prioritized for same-day pickup where possible. The 30-minute response SLA is contractually committed only to active Premium-plan clients — for everyone else I'd rather under-promise and over-deliver than make a number up.
How is this priced?
One-off emergencies are billed as a fixed-fee incident: a flat investigation fee + an agreed-upon recovery quote before any deeper work begins. No surprise hourly bills. Existing maintenance plan clients on Growth get same-day priority; Premium clients have the contractual 30-minute SLA included at no extra cost per incident.
What if my site can't be recovered from backup?
If backups are missing or corrupted, I rebuild from the live database, your host's snapshots, and the WordPress.org plugin/theme repos. Worst case I tell you straight: 'this site needs a partial rebuild' with a fixed quote, not a runaway clock.
Will you sign an NDA?
Yes — I have a standard mutual NDA. If you have your own paper, I'll sign it (within reason).
Stop the bleeding. Recover. Prevent.
Open the ticket now — same-day pickup where possible, written triage on the way.
Open emergency ticket