RESCUE PROTOCOL
How It Works
Accurate diagnosis over instant fixes. Here’s the process, what to expect, when humans are available, and how to come ready with access.
RESCUE PROTOCOL
My Rescue Process
Every rescue follows a proven protocol — then the right specialists get dispatched.
Diagnose
Identify what broke, what is slow, and what is putting your business at risk.
Stabilize
Stop the bleeding — restore access, contain security issues, and get the site back online.
Repair
Fix the root cause — plugins, hosting, DNS, malware, or broken store flows.
Optimize
Improve speed, reliability, and workflows so the same problem does not return.
HONEST EXPECTATIONS
What to Expect
Accurate diagnosis over instant fixes. Fast work can mean bad work — and we won't pretend otherwise.
What we are
- ✓ Accurate diagnosis over instant patches
- ✓ Mid-market WordPress rescue specialist — not the cheapest option
- ✓ Paid diagnostic credited toward the fix if you proceed
- ✓ Active maintenance clients get faster response than new inquiries
- ✓ Honest about what we can and cannot fix (platform, hosting, scope)
- ✓ Enterprise-grade care infrastructure without vendor lock-in jargon
What we're not
- Unlimited scope for a flat fee
- Fixing Wix, Squarespace, or Webflow at the server level
- Guaranteeing sales, conversions, or PageSpeed grades
Prospects browsing the site — we respond, but active clients come first.
When possible during business hours — you are not in the same queue as cold leads.
Automated monitoring never sleeps. Human rescue work follows your plan terms.
40–90 minutes of real investigation beats a 10-minute guess that breaks again next week.
Hours, remote coverage & same-day
No mystery about when humans are available — or what “same day” actually means. No phone. No Zoom.
Timezone: America/New_York (ET)
Coverage
Remote-only · async
Rescue work is done securely online through written intake, secure login sharing, and hands-on server/WordPress access. No on-site visits. No phone support. No Zoom screenshares.
Human support hours
Business hours
Human replies and hands-on rescue run Monday–Friday during Eastern Time (ET) business hours. Weekends and holidays are not standard coverage for new clients.
What “same day” means
Active clients first
Same business day is for active care clients when possible during hours — not a promise that every new lead gets a midnight fix. New inquiries: typically 1–2 business days for a first reply.
No phone support. No Zoom support.
We do not offer phone support, Zoom meetings, screenshares, or live “walk me through it” calls. Rescue is async and access-based — you send symptoms and secure logins; we work directly in the stack and report back in writing.
Why we do not do phone or Zoom
- Phone and Zoom burn diagnostic time that should be spent in logs, hosting panels, and code — not narrating clicks
- Screenshares train clients to watch instead of granting the access we need to actually fix the site
- Live calls create pressure for instant guesses; accurate rescue needs quiet investigation, not a performance
- Credentials should move through Password Pusher / One-Time Secret — not spoken on a call or typed while someone watches
- Call recordings and Zoom chats become a second, messy record; written intake + written findings stay auditable
- Scheduling calls delays emergencies; async work starts as soon as access and payment clear
- One specialist cannot sit on hold for “quick questions” and still deliver fixed-price rescues on time
- Phone support attracts tire-kickers who want free advice; we sell paid diagnostics and scoped repairs
- Zoom “training” is not Care — Care is updates, backups, monitoring, and scoped tasks, not live tutoring
- Complex hosting/DNS/email issues cannot be solved by watching your desktop; they need our tools on the server
- Timezone and business-hours work stays fair when communication is written, not “jump on a call now”
- Written status updates scale; repeating the same explanation on five Zoom calls does not
Need help? Use the rescue intake form. Share access securely. We diagnose and repair — then send you clear written findings. No phone. No Zoom.
BEFORE YOU REQUEST
Come Ready — Access & Credential Handling
Having the right logins speeds up diagnosis. Here’s what to gather, and how your credentials are handled.
What to have ready
Gather what you can before you submit. Missing access slows diagnosis — it doesn’t end the conversation.
- Website URL Needed
The live site (and staging URL if you have one).
- Hosting login or provider name Needed
cPanel, Plesk, host dashboard, or at least who hosts you and an account contact.
- WordPress admin (wp-admin) If relevant
For WordPress sites — an admin user, or willingness to create a temporary one.
- DNS / domain registrar access If relevant
Especially if email, SSL, or the domain itself is broken.
- What’s broken + when it started Needed
Symptoms, recent updates, plugin changes, or “it was fine yesterday.”
How I handle your logins
You should not have to guess whether sharing access is safe. This is the standard for every diagnostic and repair.
- Prefer temporary admin or host logins created for the job — easy to revoke when we’re done.
- I don’t ask you to paste passwords into random web forms or shared spreadsheets.
- When it’s time to send a login, use a free self-destructing link (below) — not email, chat, or the contact form.
- Credentials are used only for the agreed diagnostic or repair scope — not marketing “audits.”
- When the job wraps, you rotate or delete temporary users; I don’t keep ongoing access unless you’re on a care plan that requires it.
- Public scans (DNS, SSL, speed) can start from your URL alone; deep fixes wait until access and a backup path are in place.
Free secure share options
- Password Pusher Recommended — view limits and auto-delete
- One-Time Secret Simple free alternative
RESCUE TOOLKIT
Tools I Use
The right tools for diagnosis, repair, and ongoing monitoring.
Ready when you are
Gather access, then request a rescue — or read the emergency repair service page first.