Be as descriptive as possible. Share what the URL's are for the pages you are seeing the problem on and any error messages you might be seeing. The more you can share, the faster we can help.
There are a lot of reasons why part of a site will stop working or go down completely. If your site suddenly needs fixing, you're in the right place. Submit a ticket and we'll begin the process to fix your site. Before we can begin, we will share a cost and timeframe estimate.
To be able to determine the cause and cure of an issue, we will need some or all of the following.
If you are already a client of ours, we likely already have these. Just incase, keep them handy incase they have changed or we don't have them.
* Disclaimer: If your issue is related to a third party plugin or service, and your issue is a result of their outage, we probably can't fix it, but we can help you address it with them or offer some alternative solutions.
Our support team is available from 8am to 6pm Mountain time Monday through Friday. Tickets that are submitted after hours will be processed the next business day.
* Excludes holidays.
You might have got a notification from your host provider or, your browser is telling your users that your site is unsafe. We can fix this.
It's common for a site certificate to expire and your visitors get the warning from their browser that your site may be unsafe. We can fix this.
Often services like Google Analytics or other site integrations change and your site needs to be updated. Have your creds ready and we can help re-integrate.
Sometimes after a plugin is updated, it can break your site and now you get a database error. We can fix this.
Is your site just a blank white screen? We can fix that.
It could be your host provider or your domain name expired. We can usually fix this.
After we confirm we have the right access and can diagnose the problem, you will get a work agreement for a set number of hours for us to remedy the issue. Once you agree to the terms and amount, we can begin to repair your website.
We offer a few website maintenance plans that can help mitigate against further website issues.
After we have the proper access from you and payment, we can usually begin the next business day.