Technical Support
When your site stops working
Support does not start with secret experiments on the production server. It starts with a description of the situation, an assessment of the request and a written update on what the team can take on — and at what cost. No chargeable work begins before there is a written agreement.
What it includes
Support covers both existing technical problems and planned changes. It is not an on-the-spot service — it is a process with clear steps.
🔍 Fault diagnosis
Is the problem in the site or in the provider? — that is the first question, and often the most important one.
- Pages that do not open or that return errors
- Forms that do not submit or do not record data
- Problems that started after an update
- Content or layout rendering incorrectly
🛠️ Planned changes
Work done on purpose, not because something broke — timed so it does not put the site at risk.
- Platform and plugin upgrades
- Moving to a new host
- Speed improvements, measured before and after
- Taking over a site from a previous partner
🔐 Security & backups
Security is a process, not a package — the state of backups, who has access, and a clear picture of what is happening on the site.
- State and frequency of security backups
- Signs of a breach or suspicious content
- User permissions and who has access to what
- SSL certificates and security warnings
🏎️ Speed & technical health
We measure before we touch anything — so the intervention is not based on guesswork.
- Load times under real conditions
- Image size and optimisation
- Redundant plugins and heavy themes
- Technical errors that affect how the site shows in Google
Before you contact us
Rushed interventions often complicate the diagnosis, erase useful traces or make the problem worse. Four steps make a difference.
Step 01 — Make no other changes. Anything changed before the diagnosis can alter the problem or erase its traces. If something has to be fixed right away, write it down — but do not change it yourself.
Step 02 — Keep the error messages. A screenshot or the exact wording of an error often carries more information than a general description. If it appears on a specific page, keep the URL with it.
Step 03 — Note what changed recently. A plugin update, a hosting change, new content or an email from the provider often explains the problem better than the fault itself. A short timeline helps a lot.
Step 04 — Do not send passwords by email. Passwords should not travel by ordinary email or message. You will be given instructions for a safe transfer only when it becomes necessary, through a process agreed by both sides.
Access credentials
Once the work is done, changing or revoking the passwords that were used is recommended. The transfer procedure is described in step 04.
How we work
The same process every time, without shortcuts.
Step 01 — Describe the situation. No technical jargon is needed. A clear description of what happened, what changed and what the current problem is is enough to start the assessment. The first contact is free of charge and creates no obligation.
Step 02 — Initial assessment. We look at whether the request is within our scope and what is needed to move forward. If it is not, we tell you straight away and nothing is charged.
Step 03 — Secure access. We give you instructions for a safe way to grant access. Only the rights needed for the specific job are requested, and only when they become necessary.
Step 04 — Diagnosis & written proposal. We determine the cause or the scope of the work, and a written proposal follows with a specific content and cost. No chargeable work begins before the written agreement.
Step 05 — Implementation & update. Only the agreed work is carried out, with a backup before every significant change. It ends with an update on what was done and what is recommended next.
What can be reviewed technically
🧩 Website errors & functionality
- Pages that do not appear or that return errors
- Forms that do not submit or do not record data
- Problems after a platform or plugin update
- Conflicts between plugins, scripts and themes
- Problems connecting to the administrator panel
🌐 Hosting, domain & email
- DNS settings and domain pointing
- SSL certificates and security warnings
- Hosting space, limits and versions
- Email that is not delivered or is classified as spam
- Transfers from one host to another
🔐 Security & backups
- Signs of a breach or suspicious content
- State and frequency of backups
- User access and administration permissions
- Basic hardening of the platform's security
🏎️ Speed & technical health
- Load time measurements
- Image size and optimisation
- Redundant plugins and heavy themes
- Technical errors that affect how the site shows in Google
🛒 E-shop functionality
- Checkout flow and order completion
- Payment and shipping connections
- Errors in products or categories
- Upgrades to the store's platform
Planned technical needs
Support is not limited to breakdowns. It also covers the preventive or future plan — especially when it is scheduled early.
📦 Moving to a new host
Offered when the provider no longer covers your needs, the cost has risen, or the site has become slow. The goal is a migration without losses.
⬆️ Platform & plugin upgrades
Upgrades to older versions are carried out in a controlled way, with backups — not by pressing "update now".
🔎 Technical review before a change
We look at whether the site can support a redesign, a new feature or a campaign — before time and money are spent on the wrong path.
⚡ Speed improvement
For slow pages we measure before choosing the improvements, so the intervention does not rest on assumptions.
🗂️ Organising access & accounts
We review who has access to the hosting, the domain and the administration, with the goal of returning control to the business.
🤝 Taking over a site from a previous partner
We review the incoming setup, its technical condition and the changes it needs — and say openly whether continuity is safe.
Three ways to work together
📋 One-off technical review
A bounded investigation of a specific problem — with a written conclusion that includes:
- The findings of the investigation
- The recommended actions
- The corresponding cost
The cost of the investigation is agreed before it starts.
🛡️ Site Care — monthly maintenance
A monthly subscription that includes:
- Continuous updates of the site
- Regular security backups
- Checks of core functionality
- Prevention of potential problems
Price: from €40 per month + VAT.
🏗️ Project after a technical assessment
For migrations, restorations, upgrades and specific features. An assessment comes first, followed by a written proposal, with the cost fixed before the work begins.
Third-party providers
We work with hosting, domain and payment providers — but we do not control them. That defines the limits of our own responsibility, and we state them up front.
What we can do
Diagnosing the cause
We separate the fault: is it in the site or in the provider?
Contacting the provider for you
We communicate with the provider on your behalf, if you agree to it.
Shaping the request properly
We put the request together with the necessary details and evidence, so no round trip is wasted.
Recommending a different provider
When there is a structural problem, we propose a change — with the data you need to decide.
Carrying out the migration
We move the site after you decide, with backups and a check afterwards.
What we do not guarantee
Third-party availability
We do not guarantee the correct operation of infrastructure owned by third parties.
Provider policies
We do not control the decisions, actions or terms of providers.
Third-party response times
We do not commit to the timelines of a third party.
The outcome of third-party requests
We do not guarantee a result where the request depends entirely on someone else.
Provider charges
The charges and terms of providers are their own business.
When we cannot take on a job
Some cases cannot be accepted. We say so early — so you do not spend time waiting.
🚫 Unsupported platforms
We only take on platforms we know well. If the site runs on another system, this is flagged from the very first contact.
🔐 Sites without legitimate owner access
We cannot intervene if the owner cannot prove or obtain legitimate access to the site, the hosting or the domain. We will support you with the process for claiming that access.
⚖️ Illegal or questionable content
We do no work on sites with illegal content, or with software and licences of questionable provenance.
🧩 Custom code without documentation
When there is custom code without documentation and the original author is no longer available, responsibility for the changes cannot be defined safely. A review comes first, which may end in the recommendation not to attempt an intervention at all.
🌙 24/7 requirements
We do not provide continuous on-call cover. Businesses that require guaranteed 24/7 coverage need a different type of provider.
🎯 Work outside our scope
We do not take on specialised applications, non-web systems, or work that requires skills outside our technical field.
Examples of a technical assessment
Three anonymous examples, focused on the method.
Security warning after a plugin update
After updating a plugin, a security warning appears to visitors, and it is not known whether there was a breach or just a technical error.
What we review
- When the warning started and what preceded it
- The state of the SSL certificate and related settings
- Altered files
- The presence and age of the backups
What we can take on
A diagnosis comes first. A simple configuration error is fixed in a bounded way. If there are signs of a breach, the restoration is designed as a separate project with a written scope.
Leaving a hosting provider
The business wants to change hosting provider, but is worried whether the migration will interrupt the site or the email.
What we review
- What is hosted with the current provider
- Who controls the domain and the DNS
- How the email operates
- The versions and dependencies of the site
What we can take on
The migration is designed before it is executed: full backups, a test in the new environment, an agreement on the DNS and a check afterwards. The cost and the steps are set out in writing.
Taking over a site from an unavailable partner
An old site with undocumented custom code was delivered by a partner who is no longer available. The owner asks for a modification.
What we review
- What can be documented from the site itself
- How isolated the requested change is
- The risk of intervening without sufficient knowledge
- Possible safe alternatives
What we can take on
We only take on work with clearly defined responsibility. If the change cannot be made safely, we say so explicitly and discuss the real options — even if we end up not taking the job.
Frequently asked questions
How quickly are requests handled?
There is no guaranteed response time. Requests are assessed in order and updates are given realistically. Submitting a request does not automatically mean it is picked up immediately.
Is the first contact charged?
No. The first description and assessment are free and create no commitment. Only work that has been agreed in writing is charged.
Will I need to give you passwords?
Access is often required — but not through ordinary email or a message. We provide safe instructions and recommend changing or revoking the passwords once the work is complete.
Can you work on a site built by someone else?
Often yes. We first check the condition and the platform. If safe support is possible, the way to do it is set out. Otherwise the refusal is explained just as clearly.
How does Site Care differ from one-off support?
Site Care is a monthly preventive service with updates, backups and functionality checks. One-off support addresses a specific problem or need. Site Care can prevent many urgent issues.
Do you fix faults caused by the hosting provider?
The cause can be diagnosed, the request can be prepared properly, and communication with the provider can be made on your behalf. What the third party does, and how quickly, cannot be guaranteed.
How is the cost determined?
Always in writing, before the work starts. Simple cases can be estimated with a short quote. For more complex matters a technical review comes first, with an agreed cost.
Do you support 24/7 emergencies?
There is no continuous on-call cover. If your business needs guaranteed 24/7 coverage, that calls for a different type of provider — and we say so from the start.
Do you have a site or e-shop that needs technical support?