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 where access allows — restore access when needed, contain security issues, and aim to get the site back online.
Repair
Address the root cause within scope — plugins, hosting, DNS, malware, or broken store flows.
Optimize
Improve speed, reliability, and workflows to reduce the chance the same problem returns.
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
- ✓ Priced for real investigation, not the cheapest click
- ✓ 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)
- ✓ Staging, off-site backups, monitoring, and restore checks on Care — without locking you into a proprietary platform pitch
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
Business-hours coverage with clear response targets. Support is async and ticket-based — phone and Zoom screenshares are not part of the service.
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.
Featured markets from our Jamestown, NY home base: service areas (Buffalo, Erie, Cleveland, Pittsburgh, Honolulu / Oahu) — remote nationwide when we can access the stack.
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 address Needed
The live site (and staging URL if you have one).
- What happened + when it started Needed
Describe the problem in plain language — symptoms, error text, or “it was fine yesterday.” No technical service menu required.
- Business impact + desired deadline Needed
Whether revenue/leads are stopped, degraded, or can wait — and when you need it fixed.
- WordPress admin access If relevant
Yes / no / not sure is enough on the form. Prefer a dedicated Rescue 404 admin (not your personal owner login). If the site is locked, we can add our own after repair.
- Hosting access + backup If relevant
Whether you can reach the host panel, and whether a recent backup exists.
- Secure credential share (optional) If relevant
If access is ready, create a self-destructing link on Password Pusher or One-Time Secret and paste only that URL — never a raw password.
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 a dedicated Rescue 404 admin (and host user when needed) — not your personal owner account — so activity stays attributable and you can revoke us without changing your own password.
- If you cannot create that account first (site locked, wp-admin down), share what access you can after we reply; after repair we will create our own admin user and you can remove any temporary shared logins.
- Never paste passwords into the intake form, email body, chat, or spreadsheets — those systems keep copies long after the job ends.
- When it’s time to send a login, use Password Pusher (pwpush.com) or One-Time Secret: a self-destructing link with view limits so the secret is not stuck in an inbox forever.
- You may paste that https share URL into the optional “Secure share link” field on intake, or send it only in reply to our message — never a raw password either way.
- 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.
Why Password Pusher
Contact forms and email keep copies of secrets. Password Pusher issues a self-destructing link with view limits so the password is not stuck in a thread forever.
- Password Pusher Recommended — self-destructing links with view limits; paste the link (not the password) in intake or after we reply
- One-Time Secret Simple free alternative — paste the link (not the password) in intake or after we reply
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.