When a trades website breaks, the instinct is to call whoever built it and ask them to "fix the site". The faster route is to find out which part failed. A site depends on a domain, DNS, hosting and the site software, and each fails differently. We diagnose which layer is at fault, explain it in plain words, agree the fix with you, and then make the repair and test it on a phone.
What counts as urgent
Urgent means customers can't reach you or are seeing something that damages trust. These are the calls we treat first:
- The site doesn't load at all, or shows a hosting error page.
- The browser shows a "not secure" or certificate warning.
- Some visitors are redirected to spam, pharmacy or gambling sites.
- The phone number or call button is missing, wrong or not tappable on phones.
- Your business email stopped working at the same time as the site.
- Google Search shows "This site may be hacked" next to your listing.
- Your Google Ads were paused because the landing page is broken or flagged.
Things that are annoying but not urgent, such as a typo, an outdated photo or a slow page, go to fixes and changes instead.
How we diagnose a broken site
We check the layers in order, from the outside in, because that finds the cause fastest.
- Domain. Is the registration active, or did it expire? Expired domains are among the most common causes of a site and email going dark together.
- DNS. Does the domain point to the right server? A changed or deleted record can take a site offline even when hosting is fine.
- Hosting. Is the account active, paid and within its limits? Is the server itself having trouble?
- Certificate. Is the security certificate valid and renewing automatically?
- Site software. Did an update, a plugin or a theme change break the pages? Is there malicious code?
Once we know the layer, we know who can fix it and roughly how long it should take. That's the moment we come back to you with a plain explanation and a cost.
Who this is for
This service suits trades businesses where the website is a real source of work: plumbing and drain companies whose emergency calls come from search, roofers in storm season, electricians whose quote page brings in renovation jobs, landscapers in the spring rush. If your site produces only a handful of calls a year, we'll say so and suggest the cheapest sensible repair rather than a large job.
It also suits owners who inherited a site with no notes. We document what we find, so the next problem is quicker to solve.
What's included
- Diagnosis across domain, DNS, hosting, certificate and software.
- A written summary: what broke, why, and what the fix involves.
- The repair, once you approve it, including malware cleanup where needed.
- A request to Google for review if your site was flagged as hacked.
- Testing on a phone and a desktop after the fix.
- One prevention step agreed with you, such as a renewal reminder, an update routine or a backup schedule.
Timeline and how we measure the outcome
Simple faults such as a lapsed renewal or a wrong DNS record are usually quick to put right once we have access, because the fix is a renewal or a single setting. Hacked sites take longer because cleaning, patching and requesting a review from Google are separate steps, and platform reviews run on their own timetable. We give you an honest estimate after diagnosis rather than a promise before it.
We measure success by three checks: the site loads correctly on a phone, the call and text buttons work, and the original cause has been closed off. If your site has analytics or call tracking, we also confirm that calls return to their normal level over the following weeks.
Mistakes that make an outage worse
- Paying a renewal through a link in an unexpected email. Renewal scams target small businesses. Log in to your registrar directly.
- Restoring an old backup over a hacked site without finding how the attacker got in.
- Changing the DNS in a panic. Changes can take time to spread, and guesswork can add a second outage.
- Rebuilding immediately when a repair would do.
- Not telling your office staff. If the site is down, the person answering the phone should know, so they can take details from confused callers.
If your previous agency still controls key accounts, pair this with access recovery. For a self-help checklist, read the emergency triage guide, and see pricing for how support fits into a plan.
Frequently asked questions
How fast will you respond?
We're available Mon–Fri 9–6 Pacific, and most messages get an answer within one business day. We don't advertise round-the-clock response because we'd rather not promise what a small senior team can't always deliver. Text is the quickest way to get the details in front of us.
Can you tell me the cost before you start?
Yes. After the diagnosis we explain what is wrong, what the repair involves and what it will cost, and you decide whether to go ahead. Nothing beyond the diagnosis happens without your approval.
My site was hacked. Should I just delete it and start over?
Usually not. Deleting it destroys the evidence of how the attacker got in, and a rebuilt site with the same weak point gets hacked again. Clean, patch and harden first; rebuild only if the site is beyond saving.
What if the problem is with my host, not my website?
Then we tell you so, open the support ticket with the host on your behalf if you give us access, and follow it through. Some outages are on the host's side and simply need pressure and patience.