Website Performance & Emergency
For a site that is down, broken at checkout, or too slow on a phone to keep a customer.
A site that is down and a site that quietly stops bringing in enquiries cost you the same thing: a day of trade. We start by separating three different problems: the site is fully down, the sales or lead flow is broken, or the site works but is too slow. Then we repair the cause rather than the symptom.
Does any of this sound familiar?
- Our website shows an error page and customers are calling to ask whether we have closed down.
- The site opens fine on my laptop, but on a phone it takes so long that people give up.
- The reservation form says the message was sent, but nothing ever arrives in our inbox.
- The browser shows a warning that the connection is not secure, and visitors leave straight away.
- An update ran on the site and now half of it is broken. I do not know how to put it back.
- Checkout gets stuck at the payment step, so online orders have stopped completely.
What this covers
Site fully down
When nothing loads at all, we check the hosting account, the domain and DNS records, the SSL certificate and the site software in that order. Each one fails differently, so the check decides the fix.
Broken sales and lead flow
Checkout stalls at the payment step, the contact form reports success while no email arrives, order confirmations land in spam. We follow one real order or enquiry from the first click to the inbox and find where it stops.
Mobile speed work
Many of your visitors arrive on a phone, often on mobile data rather than wifi. We measure what Google calls Core Web Vitals (how quickly the main content appears, how fast the page answers a tap, how much the layout jumps while loading) and work through the heaviest causes: oversized images, stacked plugins, and underpowered hosting.
Breakage after an update
A WordPress core, theme or plugin update can take a working page apart, usually because one component no longer matches the version another expects. We reproduce the fault on a copy of the site, isolate the conflict, and apply the fix to the live site only once it is proven.
Malware checks and restores
If the site redirects visitors elsewhere, shows content nobody on your team wrote, or has been flagged by a browser, we look for injected code, clean or restore from a known good backup, and close the route that was used.
How we work through it
- 1
Intake and triage
You describe what you can see, and we classify the case as one of three: site fully down, sales or lead flow broken, or a performance problem. That classification sets the order of everything that follows.
- 2
Contain the damage
Where the site is unreachable, the first aim is to give visitors something correct rather than an error: the site itself if it can come straight back, otherwise a simple holding page with your phone number, address and opening hours so calls can keep arriving while we work.
- 3
Find the cause
We read server and error logs and compare them against what changed recently, such as an update, a migration, an expired service or work by another developer. We confirm the cause before touching the live site.
- 4
Repair and verify
Fixes are tested on a copy wherever a copy is possible, then applied. We then re-run the path that was failing ourselves: a test order, a test enquiry sent from a phone, the certificate, and the pages that matter most to you.
- 5
Hardening and handover
We set up backups you can actually restore from, uptime checking, and a sane update routine. You receive a plain written note of what broke, what was changed, and where everything now lives.
What we may ask you for
- A screenshot of the error exactly as you see it, with the full address bar visible, plus the date and rough time it started.
- The name of your hosting company and a recent hosting invoice or renewal notice, with the card number and any JMBG masked.
- A short note of what changed recently: a plugin or theme update, a migration, a new person editing pages, or a subscription that lapsed.
- Whether a backup exists and where it sits: your hosting panel, a backup plugin, or a copy held by whoever originally built the site.
- For a broken checkout, the failure message or email from your bank or payment provider, with the full card number, CVV and any personal ID number masked.
What we do not do
- We do not redesign or rebrand your site during a repair. If the site genuinely needs rebuilding, we say so and keep that as separate, quoted work.
- We do not promise that search rankings or traffic will return to a particular level after downtime. What Google shows is decided by Google.
- We do not work on a site, hosting account or domain without the owner's clear go-ahead, and we do not talk a hosting provider or registrar into granting access that is not ours to have.
- We do not run speed work on top of an unresolved infection or a lapsed hosting account. Those are sorted first, otherwise the improvement does not last.
Typical milestones
- 1.Intake and triage
- 2.Damage contained
- 3.Cause identified
- 4.Repair verified
- 5.Handover and monitoring
An indication of the steps a case in this category usually passes through. Not every case follows all of them.
Questions about this service
Start a case in this category
The form asks the questions specific to this problem, so we can start from something real.