Website support
Website problem? You don’t need to know what’s wrong.
Describe the symptom and we will find the cause. A site that has stopped working, error messages, an update that failed, a hacked site, DNS, SSL, hosting, a sudden slowdown — or a developer who has vanished and left you holding it. None of these require you to diagnose anything before you get in touch.
Urgent problem? Calling is usually quickest — you will reach a person, not a queue.
What to include when you get in touch
- What you were doing when it broke
- When you first noticed the problem
- Any error message — a photo or screenshot is fine
- How quickly it needs to be working again
If you do not have all of this, contact us anyway. It speeds things up, but it is never a requirement.
What we can help with
If it is broken, misbehaving or simply unexplained, start here.
Every item below can be described at symptom level. You never need to know — or guess — the underlying cause before contacting us.
A broken website or errors
Pages that will not load, buttons that do nothing, an error where your site should be. Describe what you see — that is enough.
Failed updates
An update that would not finish, a layout that broke afterwards, or a blank white screen where the dashboard used to be.
A hacked or infected site
Browser warnings, strange redirects or content you never published. We clean it up, close the gap and explain how it happened.
Hosting problems
The site is down and your host is not responding — or nobody is quite sure who the host even is.
DNS and domain issues
Email has stopped arriving, the domain does not resolve, or a lapsed renewal has taken the site offline.
SSL certificate trouble
Visitors see “not secure” warnings, or a certificate that should renew by itself keeps failing.
Slow performance
Pages that crawl, time-outs at busy times, or a gradual slowdown nobody inside the business can explain.
No supplier to call
Your developer has gone quiet, moved on or vanished. Access and control can almost always be recovered.
The process
How urgent support works.
A straightforward sequence, designed so you always know what happens next and what it will cost before it costs anything.
Describe the problem
By email or phone — whichever suits. The symptom in your own words is plenty; screenshots and error messages help but are not required.
We triage and diagnose
We look at what the site is actually doing, find the cause and confirm it is the real problem — not just the loudest symptom.
Fixed-price quote before work
You approve a price before anything is done. If the investigation shows the problem is bigger than it first looked, we stop and tell you.
Fix with a backup first
A backup is taken before any change. Work is tested where possible, and connected things — forms, payments, email — are checked before we call it done.
Plain-English summary
You receive what went wrong, what we changed and what to watch for — written for a business owner, not a developer.
Pricing
Urgent support
Diagnosis and fix of a defined problem, quoted before work begins.
From £95
Get website supportThe honest follow-up
Fixed today, or prevented for good?
Rescue work is something we are glad to do. It would be dishonest, though, to pretend the pattern we see behind most rescues is not there.
When we diagnose an urgent problem, the same handful of underlying gaps keep turning up. They are nobody’s fault — they accumulate quietly while a business is busy doing business — but they are the reason the problem happened.
- No recent backup that has actually been tested
- Core software and plugins months behind on updates
- Admin access nobody currently in the business holds
- Domains or hosting registered to a former employee or agency
- No monitoring, so problems are discovered by customers first
Why rescued sites tend to end up managed
A site that has needed rescuing once has usually shown that nobody is responsible for its day-to-day operation. Most businesses in that position are better off with the conditions that prevent the problem — backups, maintenance, monitoring, held access — than with a number to call each time one surfaces.
This is advice, not a sales trap. If your problem is a one-off, we will fix it and say no more about it. If the gaps are there, we will name them and quote for closing them — with zero pressure either way.
How managed services prevent this Or start with a takeover auditThe standard
Why businesses call us for this.
Four commitments that apply to every support job, however small.
Diagnosis is our job, not yours
You describe the symptom in plain language; we find the cause. That is the work you are bringing us in to do — not a quiz you have to pass before we will help.
A backup before anything changes
No fix is attempted on an unbacked-up site. If anything unexpected happens during the work, everything can be put back exactly as it was.
Causes explained in plain English
You are told what went wrong and why, in writing, at a level that survives a management meeting — not a ticket full of jargon.
If we cannot fix it, we say so early
Some problems belong with your host, registrar or another specialist. If that is the case we tell you quickly and point you towards the right people.
Support questions
Good questions, straight answers.
Do I need to know what is wrong before I contact you?
No. 'The checkout is broken', 'the site shows an error', 'email stopped arriving' or 'it is just slow' is plenty. Diagnosing the actual cause is our job, and it is usually faster than you might expect.
Can you fix a hacked or malware-infected website?
Usually, yes. We clean the infection, close the entry point it used, restore from a clean backup where one exists and put basic protection in place. We will also tell you plainly how it happened and what prevents it recurring.
Our developer has disappeared. Can you still help?
Yes — this is one of the most common situations we are brought into. Access can usually be recovered through the registrar, host or platform directly, and a takeover audit will reconstruct the rest of the setup from scratch.
Will fixing one problem create others?
That is exactly what we avoid. Work is done with a backup taken first, changes are tested away from the live site where possible, and we check the things that connect to the part we touched — forms, payments, email — before calling something fixed.
What does urgent support cost?
A defined problem is diagnosed and quoted before work begins, with urgent support starting from the published figure on this page. If investigation shows the problem is bigger than it looked, we stop and tell you before costs grow.
Get your website problem looked at
Describe the symptom in your own words and we will take it from there — diagnosis, fix and a plain-English summary, with the price agreed before any work begins.