Site down or hacked?
Here’s exactly what to do.
No phone menus, no fake ticket generators. Two real routes to the engineers who run the platform — and chances are our monitoring has already paged us about your site.
Email — anyone
Email [email protected] with URGENT in the subject line. Urgent-flagged mail is what we look at first.
First: check the live status page — if it’s a platform issue, it will show there and we’re already on it.
What counts as an emergency
Use the URGENT flag for problems actively harming your site or business right now:
Site down or erroring
Complete outage, database connection errors, or fatal errors on every page.
Hacked or malware
Defaced pages, malicious redirects, or a Google Safe Browsing warning.
Data loss
Accidental deletion or corruption that needs an urgent restore.
TLS breakage
Certificate errors turning visitors away with browser warnings.
DNS or domain failure
Records misconfigured or a domain change gone wrong, site unreachable.
Suspected attack
A traffic flood or abuse pattern degrading your site right now.
Not an emergency
These get proper answers too — just through the normal contact form or a standard ticket, so genuine emergencies stay at the top of the pile:
- Billing questions or plan changes
- How-do-I questions and configuration help
- Feature requests
- Pre-sales questions
What to put in the email
- The site URL affected
- What you see (error message, blank page, warning)
- When it started
- What changed recently, if anything (plugin update, DNS edit, deploy)
Thirty seconds of detail here usually saves a full round-trip of questions.
We usually know before you email
We deliberately don’t promise response times we can’t guarantee as a small team. What we can show you is the machinery working for you around the clock.
Monitoring alerts us independently
Every hosted site is health-checked every minute. When a check fails, our own alerting fires — your email is confirmation, not the trigger.
The restore path is pre-proven
Every backup is restore-tested nightly in a sandbox. In a data-loss emergency we restore from a backup we already know restores — no praying at the worst moment.
ScaleShield is already in front
WAF and bot protection sit at the edge of every site by default, absorbing a large class of attack traffic before it ever reaches your container.
Data-loss emergency and you’re a customer? You may not need to wait for us at all — one-click restores are in your dashboard under Backups. How restores work.