Straight to an engineer
Not a first-line queue that escalates. The person who picks it up is the person who can fix it.
Expert service
Something is badly wrong and you need an engineer now
A one-off callout for a site that is down, hacked, or broken in a way nobody in your team can fix. An engineer picks it up and works it until it is resolved.
- 4 hoursresponse promise
- An engineernot a queue
- Root causereported afterwards
What it is
Most support requests are questions. This is for the other kind: the site is down in the middle of a campaign, a database is corrupt, a deployment went wrong at the worst moment, or something has clearly got in and you do not know how far it went.
Buying it puts an engineer on your problem now rather than in the normal order of arrival, and keeps them on it until it is resolved. It is a one-off — there is no retainer to sign and nothing to cancel afterwards.
What you get
Somebody's undivided attention, and a written account of what happened.
Worked to resolution
It is not a time box. The engineer stays with the problem until it is resolved or until we have told you honestly that it cannot be.
Server-level access
We host it, so there is no waiting for logs from a third party or guessing at what the server did.
Recovery included
If the answer is a restore, we do the restore. Getting you back is part of the job, not a second purchase.
A root-cause write-up
Afterwards you get what happened, why, and what would stop it recurring — so the money buys more than one fix.
No retainer
Buy it the day you need it. If you would rather have it standing, priority support is the ongoing version.
How it works
Buy it and describe the problem
From your dashboard, against the affected site, with whatever you know so far.
An engineer takes it
It goes to somebody who can act, not into a general queue, and you are told who has it — within 4 hours of buying it.
You get the write-up
What was wrong, what was done, and what would prevent a repeat.
What it costs
A one-off charge. There is no retainer and nothing recurring behind it.
Emergency Support
72 426,99 ֏one-off
Add-ons are bought per site from your dashboard and appear on your normal invoice — no separate account, no second bill and no minimum term. Prices exclude tax, which is worked out from your billing country at checkout.
When NOT to buy this
If your site is down and you host with us, do not buy anything — tell us. An outage caused by our infrastructure is our problem and our cost, and we would rather you shouted at us than paid us.
This is for the situations where the fault is in your site rather than in our platform: a bad plugin update, a compromised install, a deployment that went wrong, a database somebody dropped. Those are not covered by hosting and would normally wait their turn.
Questions
My site is down — should I buy this?
If you host with us and the outage is ours, no. Contact support and it costs you nothing. Buy this when the fault is inside your own site and you need it fixed now rather than in turn.
Is my site hacked, and will you clean it?
Malware cleanup is a separate, cheaper service built specifically for that. Buy this one if the compromise has gone further than the site files — into the database, into mail, or into other accounts.
What if you cannot fix it?
We tell you that plainly and quickly rather than billing you for a week of trying. Where the honest answer is a restore, we do the restore.
Do you offer this as a standing arrangement?
Yes — priority support is the ongoing version and is much cheaper per incident if you expect to need it more than occasionally.
Related
Get an engineer on it now
Create a free account or sign in, open the site and buy the callout. It goes straight to somebody who can act.
Start free