How We Work
You are trusting strangers with a broken business asset — you deserve to see the whole process before you hand over anything. This is it, end to end, including the guarantees.
Response Commitments
Every intake is triaged by a developer, not a chatbot or a call center. These are the standards we hold ourselves to:
2-Hour Average First Response
During business hours, emergency priority tickets get a developer's first technical response — not an autoresponder — within two hours on average.
24/7 Asynchronous Triage
Submit at 3 a.m. and your ticket enters the queue immediately with your diagnostic details attached, so work starts the moment an engineer is available.
Diagnosis in 24–48 Hours
Standard investigations produce a written diagnosis and a fixed-price repair quote within 24–48 hours of receiving access.
You Approve Before We Repair
No work happens on your site until you have accepted a written quote with a price and a timeframe. No hourly meters, no surprises.
Safeguards on Every Job
1. Backup before anything else
The first command run on your server is a full backup of files and database. Every subsequent action is reversible. If a repair attempt goes sideways, we restore and re-approach — your site never ends up worse than we found it.
2. Credentials handled like evidence
Credentials are collected through a secure channel after intake — never over plain email — stored encrypted, restricted to the engineers on your ticket, and purged after the job. We recommend rotating every password once work is confirmed complete, and we remind you to do it.
3. Root cause, in writing
Every completed repair ships with a post-repair report in plain English: the root cause, the changes made, and the hardening applied. Our case study library shows the format — sanitized logs, exact commands, and prevention steps.
4. No fix, no fee
If there is no viable path to recovery, the investigation fee is refunded. We are paid for outcomes, not attempts — it keeps our incentives pointed the same direction as yours.
No calls required, no retainers pushed — just a broken site made whole.
Process FAQ
How do I share credentials with you safely?
After you submit the intake form, we send you a secure, single-use link for credentials — never ask for them by plain email. Access is limited to the engineers on your ticket, used only for the repair, and we recommend rotating passwords as soon as the work is confirmed complete.
What does "no fix, no fee" cover exactly?
If we investigate and determine your site cannot be recovered — for example, severe data loss with no backups on the server, with the host, or anywhere else — the investigation fee is refunded in full. If a repair we quoted does not work, you do not pay for it.
Why is there no phone number?
Because written triage is faster and safer for this kind of work. Error messages, URLs, and log excerpts need to be exact — a form submission gives our engineers everything needed to start diagnosis immediately, instead of transcribing details over a call. You always know the status of your ticket in writing.
What happens after the repair is done?
You receive a post-repair report: the root cause, what we changed, and what we hardened. If we spotted other risks while inside — outdated components, weak configurations, missing backups — they are listed with recommendations. There is no obligation attached to the recommendations.