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Emergencies

Urgent support for your website

If your website is down, shows a critical error or has been hacked, book the urgent service right here: the minimum price is held on your card and only charged once you give us access and we start. If it is more serious, we give you a quote before going on.

Choose the urgent service How we work
  • Weekends too
  • No access within 7 days, no charge
  • A full backup before we touch anything
  • Nothing extra without your OK

What is wrong with your website?

Pick the one that looks most like what you see. If in doubt, take the first: if the diagnosis shows it is a hack, we tell you before going on.

Website down or critical error

Emergency website recovery

  • The site shows a blank page or won’t load
  • “There has been a critical error on this website”
  • Error establishing a database connection
  • A server error, or the host has suspended it
  • It broke right after an update

250€ + VAT 302.50€ incl. VAT

Fixed price if your website is back up within the first 30 minutes of work. If it turns out to be more serious, we send you a quote before going any further.

When
Emergency service, weekends included
Includes
Diagnosis, a backup before we touch anything, getting the site back online, and a report on what happened

Card payment through Stripe: you are not charged until we start · Would you rather talk first?

Hacked website or malware

Malware Recovery

  • Pages, links or ads you didn’t put there
  • Visitors are redirected to other sites
  • Google or the browser warns that it is dangerous
  • Administrators you don’t know, or your password no longer works
  • Your host warns you about infected files

300€ + VAT 363€ incl. VAT

This is the minimum price. The final price depends on what happened and on your website, and we give it to you before we start the clean-up.

Turnaround
24 hours
Includes
Clean-up, restoration, closing the entry point and tighter security (headers, WAF, 2FA, permissions)

Card payment through Stripe: you are not charged until we start · Would you rather talk first?

Not that urgent?

A small fix on a site that isn’t down can be done with an hour pack, from 35€ + VAT.

See the hour packs

Is your site not on WordPress?

We recover it too, but with a custom quote: tell us how it is built.

Ask for a quote

Want to stop it happening again?

With the Smart and Business plans, the next recovery is already included.

See the plans

How we handle an emergency

  1. You book and tell us what is happening

    At checkout you give us your website address and, in a couple of lines, what you see and since when. The amount is held on your card: it is not charged yet.

  2. We ask for the access we need

    We write to you with the exact list of what your case needs and how to send it. For anything that involves a password, the confirmation email brings the link to your secure mailbox: you leave it there instead of emailing it.

    Once we have it, we charge the minimum, send you the invoice and get started

  3. A full backup before we touch anything

    Files and database, exactly as they are. If something goes wrong, we go back to the starting point, and after a hack it is the clue to how they got in.

  4. Diagnosis

    We look for the cause in the website, the hosting and the error logs. If it is solved within the minimum price, we carry on without further ado.

  5. If it is more serious, we tell you first

    We explain what is wrong, what it takes and what it costs. We do not go on until you give us your OK in writing.

    We never charge you for anything you have not approved

  6. Fix, checks and report

    We get your website running, check that everything works and send you a report: what happened, what we did and how to keep it from happening again. Afterwards we delete our access.

What we are going to need

We don't always need everything: we only ask for what your case needs. If you don't know where something is, we help you find it; if you don't have it, we help you recover it with your provider.

Access we may ask you for, when and what for
AccessWhat for
WordPress administratorwhenever the site lets us in To review plugins, theme and settings. A user in our name is better than yours.
Hosting control panelalways Error logs, PHP version, the provider’s backups and the database.
FTP, SFTP or SSHif WordPress won’t load With a blank site, we go in through the files.
Domain and DNSif the problem is in the domain, SSL or email Wherever you registered the domain and, if you use it, Cloudflare.
Backupsif you have them The ones from your plugin or your host, to restore from if needed.
Paid licencesif we have to reinstall Premium plugins and themes, so we can install them again cleanly.
Google Search Consoleafter a hack To see Google’s warning and request a review once the site is clean.

Before you book, let's be clear

We spell it out here so there are no surprises, for you or for us.

  1. No access within 7 days, no charge

    When you book, the amount is held on your card. We charge it once we have the access and start; if we don’t have it within 7 days, the hold is released automatically. Meanwhile, your bank may show it as a pending charge.

  2. Once we start, the minimum is not refunded

    It covers the diagnosis and getting the site back online in a typical case. The 30 minutes of the minimum price and the 24 hours for malware count from when we can get in, not from payment.

  3. If more is needed, your OK comes first

    We give you a written quote, with what you have already paid deducted, and we do not go on until you approve it. If you don’t, we leave your site as it was, with the backup made.

  4. We fix what is broken

    Improvements, design changes or new features are outside the urgent service: they go with an hour pack or a quote.

  5. We can’t recover what doesn’t exist

    If files or data have been lost and there is no backup, neither yours nor your host’s, we recover everything we can, but we can’t guarantee all of it.

  6. What depends on the host is up to the host

    A provider’s server outage, a suspension for non-payment or a plan without enough resources: we handle it with them, but the solution is theirs. If the plan has to be upgraded, that cost is yours.

  7. While we work, nobody else touches the site

    That includes you and any other provider: if two people change things at once, the emergency drags on and what was already working can break.

  8. Third-party licences and services are extra

    If a paid plugin, the hosting or the domain has to be renewed, that cost is not in the price of the urgent service.

  9. After a hack, we close the door we find

    If the site is still not kept up to date afterwards, it can happen again. And getting Google’s warning removed depends on their review, not on us.

  10. Plans cover what happens while the plan is active

    If your site is already down or hacked when you sign up for Smart or Business, that first recovery is paid separately.

Frequently asked questions

Don’t keep updating or deleting plugins, note down what you changed just before it broke, and save the exact error message. If it is a hack, don’t ask Google for a review yet.
Yes, we handle emergencies at weekends too.
Book the urgent recovery. If the diagnosis shows it is a hack, we tell you and give you the price before going on, with what you have already paid deducted.
It is the hold for the minimum price. It becomes a charge when you give us the access and we start; if we don’t have it within 7 days, it disappears without you being charged anything.
Yes. It arrives by email, with VAT itemised, as soon as the amount is charged.
Yes, with a custom quote. Tell us how your website is built.

Is your website down right now?

Choose the urgent service above and we write to you with the access we need: nothing is charged until we can start. If you would rather talk it over first, we will call you.