Introduction
While you and your team focus on creating content and managing your online business, we ensure your website's technical infrastructure runs smoothly. There are times when technical issues require immediate attention to keep your site operational. This guide helps you understand what situations qualify for our 24/7 emergency support service and how our technical team responds to urgent issues.
As your dedicated hosting partner, we handle all server-side technical aspects of your website, ensuring problems are resolved quickly and professionally. This article outlines which technical issues require emergency response and how to access our 24/7 support when needed.
True Website Emergencies
Complete Website Outages
These situations require immediate attention:
- Website displaying error pages instead of content
- Unable to access any pages on your site
- Website showing as "suspended" or "unavailable"
- Database connection failures affecting entire site
E-commerce Emergencies
Revenue-impacting situations including:
- Payment processing system failures
- Shopping cart not functioning
- Checkout process broken
- Order system not recording sales
Security Incidents
Immediate security threats such as:
- Malware warnings appearing to visitors
- Suspicious activity alerts
- Signs of unauthorized access
- Defaced website content
SSL Certificate Failures
Critical security certificate issues:
- Browser security warnings blocking access
- SSL certificate expiration or failure
- Payment processing blocked due to security errors
Urgent But Non-Emergency Issues
These important issues are handled during regular support hours (9 AM to 5 PM, 7 days a week):
- Website loading slowly
- Minor visual glitches
- Non-critical plugin updates
- Content updates
- Administrative access issues when other admins still have access
How We Handle Emergencies
When you report an emergency:
- Immediate acknowledgment of your emergency report
- Quick assessment of the situation
- Priority response from our technical team
- Regular updates until resolution
- Post-emergency preventive measures
Reporting an Emergency
When you need emergency assistance:
- Submit an emergency ticket marked "URGENT"
- Include your website URL
- Describe the emergency situation
- Note when the issue started
- Mention any recent changes if known
What Happens Next
Our emergency response includes:
- Immediate issue investigation
- Implementation of temporary fixes if needed
- Communication about progress
- Permanent solution deployment
- Post-resolution monitoring
Emergency Support Contact Information
For genuine emergencies requiring immediate attention:
- Emergency Support Available: 24/7
- Email: support [at] webops [dot] host
- Emergency Tickets: Submit a Ticket
After the Emergency
Following resolution of any emergency:
- We monitor your site for 48 hours
- Implement additional preventive measures
- Provide recommendations to prevent future issues
- Document the incident for future reference
Remember, our team handles all technical aspects of emergency resolution - you never need to fix anything yourself. If you're unsure whether your situation qualifies as an emergency, it's better to contact us and let our experts assess the situation. We're here to keep your website running smoothly, 24/7.
