PoodleCollective

Emergency Support

Your site is down.Let's fix it.

Priority emergency website support for outages, hacked websites, malware, failed updates and broken WooCommerce checkouts.

Speak directly to an experienced UK developer who can diagnose the problem, stabilise your website and explain what needs to happen next.

Same-day, evening, weekend and bank holiday support is available, subject to availability.

View emergency support options

Please do not send passwords or other sensitive access details through the enquiry form.

A poodle developer working through an emergency website support checklist

Common website
emergencies we handle

When a website problem is affecting your customers, sales or ability to work, getting the site stable is the immediate priority.

Website down or unavailable

Hacked or compromised websites

Malware removal and clean-up

Failed updates and broken functionality

Broken WooCommerce checkout or payments

Critical errors preventing admin access

Hosting, database or server errors

Unexpected redirects or suspicious website activity

Emergency website
support options

The right service depends on when you need help and the nature of the problem. We will confirm availability, pricing and the access required before work begins.

Same-day

Emergency Rescue

£300

Includes up to two hours of emergency support

For critical website emergencies requiring priority diagnosis, recovery and stabilisation during standard business hours.

  • Priority scheduling
  • Fault diagnosis
  • Up to two hours of emergency support
  • Website recovery and stabilisation
  • Initial security assessment
  • Clear recommendations for any further work

The initial £300 rescue fee includes up to two hours of emergency support. If more time is needed, we will explain what remains to be done and confirm the applicable hourly rate before continuing. Additional work will only begin with your approval.

Evening

Emergency Support

£125/ per hour

Two-hour minimum

Rapid assistance for urgent website problems outside standard business hours.

  • Website outages
  • Security incidents
  • Failed updates
  • Broken website functionality
  • Checkout or payment failures
  • Critical admin errors
Weekend & Bank Holiday

Priority Support

£150/ per hour

Two-hour minimum

Priority emergency assistance during weekends and UK bank holidays.

  • Weekend and bank holiday availability
  • Priority response
  • Website outage investigation
  • Security incident support
  • Critical issue diagnosis and resolution
  • Website recovery and stabilisation

Availability must be confirmed before emergency work begins. You will always know the applicable charge before we start, and no additional work will be carried out without your approval.

How emergency
website support works

Once you send the initial details, we will confirm whether we can help, which service applies and what happens next.

1.

Send the essential details

Website URL, what is happening, when it started, recent changes, and any error messages. Do not send passwords through an ordinary contact form.

2.

We confirm availability and the service

We confirm which emergency rate applies, what access is needed, and when work can begin.

3.

Diagnose and stabilise

First priority: identify the cause, contain further damage, and restore essential operation where possible.

4.

You get a clear summary

What was found, what was done, and any further work recommended. Nothing additional starts without your approval.

Frequently asked questions

Questions about our emergency support

Here are answers to the most common questions about our emergency support.

An issue that significantly affects availability, security, or the site's ability to generate enquiries, bookings, or sales. Outages, hacks, malware, critical errors, and broken checkout all count.

The fixed-fee rescue includes up to two hours of diagnosis, recovery, and stabilisation. Complex malware, server problems, or damaged databases can require more work. You will receive findings and a quotation before any additional work begins.

Many can. It depends on the extent of the compromise, available backups, hosting access, and whether other accounts or services are affected.

Yes. Broken checkout, payment failures, order-processing issues, and admin lockouts are all within scope.

Website URL, a short description of the issue, when it began, any recent changes, screenshots or error messages, and the best way to reach you. We will arrange a secure method for credentials if access is needed.

Website emergency?

Send the details now. We will assess the situation, confirm availability and tell you which emergency support option applies. We will confirm the cost with you before any work begins.