Emergency WordPress support

A senior engineer acknowledges your case within 2 hours during desk hours — 9am to 1am Bangladesh time, weekends and public holidays included. Outside those hours you hear from us within 8 hours at the latest. For most standard emergencies, active work begins inside the same 2-hour window. This isn’t a best-efforts target. It’s a commitment we back with our money-back guarantee.

No. Emergency support is open to any WordPress site owner, whether you’ve worked with us before or you’re contacting us for the first time. New clients go through exactly the same rapid response process as existing ones.

Data preservation comes first. Before making any changes, we take a complete backup of your files and database. If a proposed fix carries any risk to existing content, we explain it clearly before proceeding. In cases of database corruption or severe malware infection, we work to recover everything possible and advise you honestly on anything that can’t be retrieved.

Yes. Hacked site recovery is one of our most frequent emergency requests. We scan and remove all malicious files, clean any injected database code, identify and close the attack vector, and apply security hardening so the same route can’t be used again. We also handle Google and security blacklist removal where applicable. We don’t consider a hacked site fixed until the vulnerability is closed — not just the visible damage cleaned up.

Hosting-level issues are within scope. We’ll liaise with your host on your behalf if needed, diagnose whether the root cause is at the server or WordPress layer, and recommend the fastest path to resolution. If the situation calls for a hosting migration, we can handle that as part of the same engagement.

If we can’t fix your WordPress issue, you pay nothing for the attempted work. There are no exclusions for “complexity” or “edge cases.” We accept cases we’re genuinely confident we can resolve. If we encounter something we can’t fix to your satisfaction, we say so honestly and refund any fees charged for that specific issue in full.

We don’t charge a single flat rate for all emergencies — the work involved varies too much by issue type. After a free assessment, you get a written estimate before any billable work begins. You choose whether to proceed. Most plugin conflicts, login recovery cases, and minor errors fall within a 1–3 hour range. Full malware cleanups, WooCommerce database repair, and hosting migrations are scoped individually. Your final invoice will never exceed the agreed estimate without your explicit approval.

Yes — WooCommerce is a specialist area for us. Payment gateway failures, cart and checkout errors, order processing disruptions, subscription billing issues, and WooCommerce database problems are all within our scope. We work with Stripe, PayPal, Authorize.net, and all major gateways. Because checkout failures mean direct revenue loss, we treat WooCommerce emergencies with the same priority as full site-down events.

Yes. Our white-label service lets agencies offer emergency coverage to clients under their own brand, on our published desk hours. We follow your agency’s communication standards, work under your name, and deliver the same quality and response speed your clients expect from you. This is particularly useful for out-of-hours coverage and technically complex situations outside your team’s immediate depth. Get in touch to discuss partnership arrangements.

We require your WordPress admin credentials and hosting control panel login. These are used solely for diagnosing and fixing your issue. We don’t retain access once the work is complete — we actively recommend you change passwords after the engagement closes, and this is part of our standard post-fix checklist. We’re happy to work within your existing security protocols, including password manager or vault-based credential sharing.

You get a written recovery report: what broke, what caused it, what was done, and specific steps to reduce the risk of it happening again. Written in plain English — no jargon. If the emergency uncovered underlying maintenance gaps (outdated plugins, missing backups, weak security configuration), we’ll outline those and offer to help address them. The goal is that your site is in better shape after working with us than it was before the crisis.

Yes. We have experience with all major managed WordPress hosts including WP Engine, Kinsta, Cloudways, Flywheel, and Pressable, as well as traditional shared and VPS hosting environments. Some managed hosts have specific environments and restrictions we factor into our diagnostic approach. If you’re unsure whether your hosting setup affects our scope, just tell us who you’re with when you contact us.