We draft the support ticket to your hosting provider — the technical detail, the specific ask, the evidence needed — and follow up on escalation if the first response doesn’t resolve it, since a well-written ticket often gets a faster, more useful answer than a vague description of the problem.
Host support ticket drafting & escalation follow-up
A support ticket to your host drafted with the technical detail that actually gets a faster answer.
- Full backup taken before we start
- If we can’t fix it, you get your money back
- We never ask for your own password
What we need from you
- A clear description of the underlying issue you need the host’s help with
- Access sufficient to gather the technical detail the ticket needs
- Your hosting account’s support contact details
This or something else?
| You want a support ticket drafted and followed up with your host on your behalf | This fix covers it |
| The underlying technical issue is something we can fix directly, without needing the host | The relevant direct fix instead, likely faster |
| Your host’s plan itself doesn’t permit what you need (no sub-accounts, no error logs, capped settings) | Still covered — we draft the ticket and escalate, but the host’s own plan limitation isn’t something a ticket can override |
| You’re moving to a different host entirely, not troubleshooting your current one | Migration coordination with incoming host |
What we do
- Gather the technical detail relevant to the issue
- Draft a clear, specific support ticket with the evidence your host needs
- Submit the ticket through your account, or provide it for you to submit
- Follow up if the initial response doesn’t resolve the issue
- Escalate through your host’s available channels where appropriate
What is included
- A clearly drafted, technically detailed support ticket
- Follow-up if the first response is insufficient
- Escalation through your host’s available channels
- A written summary of the outcome
Not included
- Guaranteeing a specific outcome or timeline, which remains your host’s decision
- Fixing the underlying issue directly ourselves, if that’s actually possible without the host
- Costs your host may charge for the resolution itself
- Ongoing account management with your host beyond this specific ticket
Questions about this fix
Why would a well-drafted ticket get a better response than one I write myself?
Support teams generally respond faster and more usefully to a ticket with precise technical detail and a clear, specific ask, rather than a general description of symptoms — that precision is what we focus on.
Can you guarantee my host will actually fix the issue?
No — we can draft an excellent ticket and escalate persistently, but the host's own decision, capability, and timeline remain entirely theirs.
Do you need my hosting account password?
Where your host supports it, submitting through a support contact or a limited-access method is preferable to sharing your full account password.
What if my host says this isn't something they support at your plan level?
We'd tell you plainly if that's the response — a plan-level limitation isn't something a ticket, however well written, can override.
Will you keep following up indefinitely if the host is slow?
We follow up and escalate through reasonable, available channels — an indefinitely unresponsive host is ultimately a decision about whether that host remains the right fit for you.
Related fixes
If this is the second time this year
A bad update breaking the site is a symptom of updates not being tested first. Care plans run every update on a staging clone before it reaches your live site, which is the actual fix for this happening again.
Your access, your rules
Create a separate admin account for us and delete it when we are done. For anything else, we get in touch and agree a method — never a form field on this site, never by reply to an email.
We back up first, always
Before anything is touched we take a full backup and keep it for 30 days. If a fix goes wrong, we put the site back exactly as it was.
If it is not what you bought
If the problem turns out smaller than what you ordered, we refund the difference. If it is bigger, we stop and send a quote before doing any extra work.
If we cannot fix it
You get back what we received. Diagnosis is on us — you only pay when the problem is actually solved. The payment processor takes its fee before the money reaches us, so we never hold it and it is not ours to return. That is true here as everywhere else.
If it comes back
Reply within seven days of delivery and we put it back on the bench at no cost. The fix is not finished until it holds.
What we are responsible for
If something goes wrong with a fix, our responsibility is limited to what you paid for it. We take a full backup first so mistakes can be undone, and we tell you before doing anything outside what you bought.