Emergency Response
Your site is broken. We'll fix it fast. When your site goes down, your checkout stops working, or you discover a security breach, you need help immediately - not next week. <br /> <strong>Response time: 2-3 hours | Initial assessment: 24 hours</strong>
55%
In the last 10 years, 55% of our clients initially came to us with an urgent problem.
65%
In the past 10 years, 65% of our clients have had highly complex website problems to solve.
70%
We cultivate long-term partnerships. 70% of our clients have been with us longer than 5 years.
What qualifies as an emergency?
We handle true emergencies where your site is affecting your business right now:
✓ Site is completely down Your customers can't access your site at all
✓ Checkout or critical forms broken You're losing revenue because customers can't buy or contact you
✓ Security breach or hack Your site has been compromised or you've discovered a vulnerability
✓ Critical functionality failure A business-critical feature stopped working and is affecting customers
Not an emergency: Feature requests, routine updates, or projects with flexible timelines. For those, see our development services or retainer services.
How emergency response works
Initial Contact (2-3hrs)
Fill out our emergency form or call us. We'll respond within 2-3 business hours to acknowledge your issue and gather initial information.
Assessment (24-48 hrs)
We'll assess the damage (usually the same day), identify the root cause, and determine what needs to be fixed. You'll receive a clear scope of work and fixed price before we proceed.
Fix & Test (Timeline varies)
Once you approve the scope, we begin work immediately. Resolution time depends on complexity and how quickly we can get full site access, but most fixes take 1-5 business days. We'll also document what broke, how we first it, and what you should watch for.
What does emergency response cost?
Emergency work is priced based on scope and urgency. After our initial assessment (within 24-48 hours), we'll give you a clear scope and fixed price before any work begins. No surprises. Here are typical examples:
Small Emergency (2-6 hours)
- Site speed issue
- Plugin conflict
- Broken contact form
Typical cost: $1,195-$495
Medium Emergency (6-12 hours)
- Checkout failure
- Security vulnerability
- Failed migration
Typical cost: $2,395-$1,195
Large Emergency (20+ hours)
- Major hack recovery
- Site completely down
- Data loss
Typical cost: $3,995+
What's included
✓ Included
- Emergency assessment and diagnosis
- Root cause identification
- Fix implementation and testing
- Verification that the issue is resolved
- Documentation of what broke and how we fixed it
- Recommendations to prevent future emergencies
✗ Not Included
- Ongoing monitoring (view our retainer service)
- Proactive maintenance (view our retainer service)
- Additional features or enhancements (view our development service
- Training
- Content updates
REAL EMERGENCIES WE'VE SOLVED
Friday at 2pm: Their website went dark
Sunday Evening: Patients were back online.
Palouse Specialty Physicians' previous developer shut down their healthcare website with 60 days notice. They couldn't find anyone to help in time.
When their site went offline, patients couldn't pay bills or access physician information. Revenue stopped. Phones started ringing.
They called us Friday afternoon. By Sunday evening, everything was restored.
48 hours. 100% functionality. Zero compromises.
→ Read the full story: How we rescued a critical healthcare website in 48 hours
Why clients trust us with emergencies
We've been fixing sites for decades.
When your site is broken, you need experts who've seen it all. With over two years of expertise, we've seen it all.
We've handled complex problems before
65% of our clients over the past 10 years have had highly complex website problems. Your emergency probably isn't our first rodeo.
We stick around
55% of our clients initially came to us with an urgent problem. 70% are still with us 5+ years later. We fix the immediate issue, then help you avoid future emergencies.
What happens after we fix your emergency?
Most clients who start with emergency response eventually move to a retainer. Here's why:
During your handoff call, we'll show you:
- What caused the emergency (often there are 2-3 other issues waiting to happen)
- What you can do to prevent similar problems
- How much it would cost to fix those other issues proactively
You'll have three options:
OPTION 1: Another project to fix the underlying issues
OPTION 2: Handle it yourself with your internal team
OPTION 3: Move to a retainer ($3,500/month+) so we monitor your site proactively and catch problems before they become emergencies
70% of our emergency clients choose option 3 because they never want to be in crisis mode again.
Ready to fix your emergency?
Fill out the form below and we'll respond within 4-6 business hours.
