We are impressed with their speed of development.
Emergency WordPress Support
Emergency WordPress Support: Hacked or Broken Site Fixed by Engineers
If your WordPress site has been hacked, IMADO can help whether or not you are on a maintenance plan.
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What to do in the first 10 minutes
If the site is down or looks compromised, stop before you make it worse. Do not install a random security plugin, run updates, or roll changes back on a site that may already be broken or infected.
Write down the site URL, what you see (a white screen, an error code, a login page that does not look right, unexpected content), and anything that changed recently: a plugin or theme update, a new user account, a hosting change. Then contact us. After you get in touch, we will agree a secure way to share access.
This is an engineering service, not a tutorial. You do not need to edit server files yourself before you write to us.
What we fix
We work on WordPress and WooCommerce incidents that stop the site from doing its job:
On a hacked site we help everyone, including people who are not already clients. Hacked-site work is billed hourly (a higher rate at weekends) and is offered without a published guarantee. A first pass may not find every backdoor; if something remains, we will tell you and agree the next step.
If you already work with us on a support retainer, start from WordPress support. If you want a broader review after the site is stable, see the WordPress website audit. There is also a separate malware-removal guide on the blog; that article is a guide, not a service offer.
- white screen of death
- 500 and 502 errors
- a site that stopped working after an update
- checkout and payments that no longer go through
- a hacked or malware-infected site
Reviews
Their speed and communication were impressive.
Their communication was always very fluent, and the work was always good, even with short deadlines.
Their communication was exceptional despite the time difference.
IMADO team were transparent about the whole process and pleasant to deal with.
In our industry, we are used to chasing suppliers; with IMADO, we never had to.
They were easy to work with, understood our requirements, and challenged us when needed.
The collaboration with Imado was very efficient.
Frequently Asked Questions
Answers about emergency WordPress support, response times and billing.
How quickly do you respond to an outage?
Clients on Care or Care Plus get a critical-issue response within 4 business hours. Clients on WooCommerce Care get a response within 3 business hours. On Developer On Demand plans, the critical-issue response is 3 business hours on Scale and 4 business hours on Essential, Growth and Flex 20, Flex 50 and Flex 80. A critical issue means the production website is unavailable, checkout or payments do not work, customers cannot place an order, or a confirmed security incident is affecting the site. Response means we acknowledge the issue and make an initial technical assessment within the published time; fixing the issue itself can take longer, depending on what we find. If the site has been hacked, we still take the request and bill the work hourly. For a white screen, a 500 or 502 error, a site that broke after an update, or a broken checkout, the published times above apply to clients on a Care plan. If you are not on a plan, get in touch and we'll look at the situation and tell you how we can help.
What are your working hours?
Office hours are 9:00–17:00 Polish time (CET/CEST), which is 8:00–16:00 UK time. Germany, Spain, Sweden and Norway share that time zone, so 9:00–17:00 applies there as well. In Finland it is 10:00–18:00 Finnish time (EET/EEST). After hours and at weekends, plan coverage is available only under an individual agreement.
Do you work at night and at weekends?
After-hours and weekend coverage on a Care plan can be arranged under an individual agreement. If the site has been hacked, we can still help; the weekend rate is higher, and the work is offered without a published guarantee.
How much does an emergency fix cost?
Hacked-site work is billed hourly. The weekend rate is higher, and extra hours are agreed separately. Rates and the scope of a clean-up are agreed once we have looked at the site. Get in touch and we'll explain how billing would work in your case.
Do you remove malware?
Yes. We help with hacked WordPress sites, billed hourly, without a published guarantee. A clean-up lowers the risk; it is not a promise that the site will never be compromised again. We will tell you what we find and what would help next.
The site does not work after an update. Can you help?
If you are on a Care, Care Plus or WooCommerce Care plan and the issue is critical, the published response times above apply. If you are not on a plan, get in touch and we'll look at the situation and tell you how we can help. Contact us with the site URL and a short description of what changed.
What access do you need?
After you contact us, we will agree a secure way to share access. We do not ask you to send credentials in the first message.
How does the emergency process work?
We first stabilise the site so it is safe to work on, then we look for the cause. The point is a working site and a clear picture of what went wrong, not a quick patch that leaves the same problem in place. What we do after a repair depends on what we find; we agree the next steps with you rather than following a single published checklist.
What happens after the site is working again?
You can continue without a plan, or you can move onto a maintenance plan so that the next critical issue has a published response time. The maintenance pages also describe daily off-site backups and the development hours included in each plan. Details are on the WordPress maintenance and WooCommerce maintenance pages.
Do your prices include VAT?
Prices on the site are net. Foreign B2B clients are invoiced without VAT (reverse charge).
