Website unavailable
Error 500, 502, 503, a blank page or a database connection message.
Technical emergencies
Website down, checkout blocked or a technical incident? Request priority support.
We assess the problem, tell you the applicable rate and start only with your agreement. We never ask for passwords in the form.
Scenarios
When priority support makes sense.
Checkout or forms blocked
Orders don't complete, payments fail or messages no longer arrive.
Access problems
You can no longer log in to the admin or the accounts have been changed.
Error after an update
An updated module or theme broke the layout or features.
Security incident
Suspicious redirects, unknown files, malware warnings.
Hours and rates
You know the cost before the work starts.
Billing: minimum 30 minutes, then in 15 minute increments. Rates don't stack. Example: 1.5 hours at 150 EUR/hour is 225 EUR.
Priority, during business hours
100 EUR/hour
Monday–Friday 09:00–18:00, Saturday 10:00–16:00.
Outside business hours
150 EUR/hour
Daily 08:00–22:00, after availability is confirmed.
Critical case
200 EUR/hour
Special mobilization or work accepted between 22:00 and 24:00. Shown in advance, with no surprise difference at the end.
Business hours
Monday–Friday 09:00–18:00, Saturday 10:00–16:00.
Major emergencies
Depending on availability, daily 08:00–22:00; exceptionally until 24:00, after confirmation.
What we don't promise
Human support available around the clock, 24/7. The emergency service does not mean a specialist is assigned to you continuously.
The steps
How a support intervention works.
- 01 · You send the request
You fill in the form with the address, the symptoms and what changed recently.
- 02 · We assess
We confirm receipt and make a first assessment, without access to sensitive data.
- 03 · You approve the cost
We tell you the applicable rate and the time estimate. We work only with your agreement.
- 04 · We step in
We set up a secure access channel, do the work and log the actual time.
- 05 · Report
You get what we found, what we did and what we recommend.
Limits
- We can't guarantee data recovery without a valid backup.
- We don't promise to remove every piece of malware or a fixed resolution time.
- The emergency rate does not guarantee a fix within one hour.
- If the work falls under maintenance you already have with us, we don't charge it separately.
FAQ
About emergencies.
How much does emergency support cost?
100 EUR/hour for priority work during business hours, 150 EUR/hour outside business hours between 08:00 and 22:00, and 200 EUR/hour for a critical case with special mobilization or between 22:00 and 24:00. Rates don't stack.
How is the time calculated?
Minimum 30 minutes, then in 15 minute increments. Example: 1.5 hours at 150 EUR/hour is 225 EUR. We give you the estimate in advance and log the actual time.
Do I need to send passwords?
No. Don't ask for or send passwords through the form. After we take the case, we set up a secure access channel, for example a temporary user that you delete after the work.
What if I have maintenance with you?
If the problem falls under your maintenance contract, we don't charge it separately. Urgent work outside business hours is billed at the rate communicated in advance.
Can you help on a Sunday?
For major incidents, depending on availability, yes, between 08:00 and 22:00, at a rate of 150 EUR/hour, or 200 EUR/hour for critical cases. Regular appointments are not scheduled on Sundays.
Do you guarantee a fix?
We can't guarantee that every problem will be fixed or a fixed time. We guarantee that you know the rate in advance, that we work only with your agreement and that you get a report of what we did.