24/7 WordPress emergency support when every minute costs.
Site down. Checkout broken. Admin locked out. Hacked at 2am. You page us, a WordPress engineer is on the call within minutes, not tomorrow. SLA response times in writing, named on-call rota, emergency hotline and a ticketing lane that skips the queue. Fixed monthly retainer, clear hourly rate when an incident fires, post-mortem report every time.
Most support desks treat a downed site like a stack of email. You file a ticket, a generalist reads it three hours later, pings someone who can actually fix it, someone else asks for admin access. By then you have lost the weekend and the board is asking why revenue stopped.
We run a small on-call rota of WordPress engineers. Every incident routes straight to the engineer on duty with access, context and authority to act. Site down, hacked, database corruption, checkout failing, we triage, mitigate and fix, then write the post-mortem so the same incident does not fire again next month.
WordPress engineer on call around the clock, not a ticket queue
SLA response and resolution targets in writing, tracked and reported on
Emergency hotline and priority ticket lane for production incidents
From first page to clean post-mortem in four steps.
A structured incident flow. You see the response clock start, the mitigation, the root cause fix and the written report. No vague status updates, no multi-day silences.
01
Page and acknowledge
You page the hotline or fire a priority ticket. The on-call engineer acknowledges inside the SLA window for your tier, opens an incident channel and pulls you in with logs, host access and the runbook for your site.
02
Triage and mitigate
We triage impact, scope and blast radius first, then mitigate fast. Rolling back a bad deploy, restoring from last clean backup, blocking a live attack, serving a static cache. Business comes back up while the real fix is still cooking.
03
Root cause and fix
Once traffic is safe, we drive to the root cause. Database deadlock, broken cron, expired cert, compromised credential, plugin bug. Permanent fix shipped with tests, deploy plan reviewed with you, no overnight cowboy merges.
04
Post-mortem and prevention
Every incident ends with a written post-mortem. Timeline, root cause, what worked, what did not, and a prevention plan with owners and dates. Recurring incidents get an engineering ticket, not another band-aid.
What's included
Everything needed for real incident response .
24/7 on-call rota of WordPress engineers
Emergency hotline with phone escalation to the engineer on duty
Priority ticket lane that skips the queue for production incidents
SLA response and resolution targets by tier, tracked and reported on
Incident channel in Slack or Teams, shared with your team from minute one
Site down, hacked, database corruption and checkout failure scenarios covered
Triage, mitigation, root cause fix and deploy plan on every incident
Post-mortem report after every call with timeline, root cause and prevention plan
Monthly incident review of patterns, recurring causes and engineering tickets
Named account engineer who knows your stack, plugins and release process
How we compare
Why teams page us first when it matters.
A shared host ticket is not incident response. A 9 to 5 freelancer is not on call at 2am. Here is how we stack up on work that actually gets a site back online.
WP Pro Devs
Freelancer
Traditional agency
24/7 on-call rota of WordPress engineers
✓
—
Retainer only
Emergency hotline that pages a human
✓
—
—
SLA response times in writing
✓
—
✓
Runbook and quarterly rehearsal
✓
—
—
Post-mortem report on every incident
✓
—
—
Same hourly rate day or night
✓
—
—
Starting price
$500 per month
None
$3k+ per month
Response time
5 to 60 minutes
Hours to days
Business hours only
WP Pro DevsRecommended
24/7 on-call rota of WordPress engineers✓
Emergency hotline that pages a human✓
SLA response times in writing✓
Runbook and quarterly rehearsal✓
Post-mortem report on every incident✓
Same hourly rate day or night✓
Starting price$500 per month
Response time5 to 60 minutes
FreelancerCompare
24/7 on-call rota of WordPress engineers—
Emergency hotline that pages a human—
SLA response times in writing—
Runbook and quarterly rehearsal—
Post-mortem report on every incident—
Same hourly rate day or night—
Starting priceNone
Response timeHours to days
Traditional agencyCompare
24/7 on-call rota of WordPress engineersRetainer only
Emergency hotline that pages a human—
SLA response times in writing✓
Runbook and quarterly rehearsal—
Post-mortem report on every incident—
Same hourly rate day or night—
Starting price$3k+ per month
Response timeBusiness hours only
What clients say
WP Pro Devs' work increased the client's website traffic by 300%. The team provided prompt responses, completed tasks within a week, and demonstrated strong skills and creativity, fostering a trusted relationship with the client.
A
Andrej Spajic
Founder, NetWaver
We love our brand and yes, we're total control freaks. Handing our website to someone on the other side of the world was terrifying. But WP Pro Devs absolute legend, exceeded our sky high standards. Calm, patient, and genuinely invested in the relationship as much as the code.
S
Sean
Founder, Hidden Africa
Working with WP Pro Devs in website development was an exceptional experience. He showcased incredible professionalism and exceeded expectations in every aspect, ensuring a very fast delivery with proactive communication. Highly recommend his supportive and adaptive approach.
J
Joris
Founder, We Move Sports
Great work. Very knowledgeable and easy to collaborate with. I'll definitely entrust him with future projects as well.
C
Ceci
Project Lead, Dongfeng Singapore
WP Pro Devs truly shines in website development with exceptional code expertise and professionalism. His attention to detail and quick responsiveness make collaboration a breeze, and his language fluency ensures clear communication. The team is friendly, insightful, and a powerhouse for delivering high-quality work swiftly.
A
Amanda
Marketing Lead, JMEV
WP Pro Devs did an excellent job on a demanding project. He was patient and made all the necessary changes to ensure everything was perfect. Highly recommend.
m
mikoajtobjasz
Verified Upwork client
I will work with him again in future projects. It's quick and easy. I am very satisfied. I wanted a website without Elementor and he delivered a great website that came in a great time.
g
guidomarsch994
Verified Upwork client
640+
Projects delivered
4.9 / 5
Average rating. 180 reviews
82%
Clients on retainer
Pricing
Fixed retainer plus clear incident rate .
Monthly retainer covers response, triage and post-mortem with included incident hours. Additional incident hours billed at the published rate. No weekend tax, no hidden call-out fee.
Starter$500 per month
Single WordPress site, business hours response, monthly retainer with a modest incident budget. For brochure and blog sites that need a WordPress engineer when things break.
✓Business hours response
✓60 minute acknowledge SLA
✓Emergency hotline and priority ticket
✓4 incident hours per month included
✓Post-mortem report on every incident
Recommended
Studio$1,200 per month
WooCommerce or membership site, 24 by 7 response, named on-call. For revenue sites where downtime costs money and the store has to stay open.
✓24 by 7 response
✓30 minute acknowledge SLA
✓Named account engineer
✓10 incident hours per month included
✓Monthly incident review
✓Runbook and quarterly rehearsal
Scale$2,000 per month
High traffic or multisite, 15 minute response, named on-call, standby engineer and monthly incident review. For teams that cannot afford a slow page.
✓24 by 7 response
✓15 minute acknowledge SLA
✓Named on-call engineer
✓20 incident hours per month included
✓Standby engineer during releases
✓Monthly incident review
Enterprise$3,000+ per month
Regulated or mission critical, 5 minute response, dedicated pager rota, audit trail and quarterly incident simulation.
We do not close an incident ticket on a green ping. Response has to hold up against real users, real revenue and a real clock.
✓
WordPress engineer every time
Every page routes to a WordPress engineer. No tier one chat bot, no warm handoff to someone learning your stack at 3am.
✓
Acknowledge clock tracked
Every page starts a timer. Acknowledge time against SLA is reported monthly with a breach log and remediation plan.
✓
Mitigate before fix
Traffic comes back up first. Rolling back, serving static, draining a pool. The permanent fix ships with tests, not with a production hot edit.
✓
Runbook for your site
A written runbook covers hosts, credentials, deploy process and known weak spots. Rehearsed each quarter so it actually works when it matters.
✓
Audit trail by default
Every action taken on your site during an incident is logged. Who, when, what command, what result. Ready for any security review.
✓
Communications discipline
Updates every 15 to 30 minutes during a live incident. Plain English, impact first, next step second. No silence, no jargon smoke.
✓
Post-mortem always written
Every incident ends with a written post-mortem inside 72 hours. Timeline, root cause, prevention plan with owners and dates.
✓
Recurring causes fixed
Same incident twice is a bug in our service, not yours. Recurring causes get an engineering ticket, prioritised in the monthly review.
✓
Calm by training
Quarterly incident simulations on internal systems. Our on-call is tested against real scenarios so your real incident is not the first drill.
For agencies
Your clients. Our on-call rota. Your brand.
We are the silent incident team behind agencies that host or maintain WordPress sites. Your clients see your status page, your post-mortems and your brand on every incident artefact. Our name never appears on the pager, the Slack channel or the after-hours call.
01
Fully branded delivery
Incident updates, post-mortems and monthly reports carry your brand, not ours.
02
Dedicated partner PM
One point of contact across every client. Shared Slack, scheduled reviews, fast replies when sites go down.
03
Transparent partner pricing
Per-site retainers, bulk discounts and priority on-call slots for agency partners with recurring incident work.
04
Your process, not ours
We plug into your pager, your status page, your ticketing. No tool switching for your team during a live incident.
You send host access, monitoring, pager integration and any regulatory constraints on comms and data.
02
Step 2
Onboard and partner quote
We audit the site, write the runbook, rehearse the rota and send you a partner rate quote. Never shown to your client.
03
Step 3
Add margin, quote your client
You mark up, brand the proposal and present it on your letterhead at your price.
04
Step 4
Client approves the retainer
Your client signs off on response times and incident rate with your brand and pays you directly.
05
Step 5
We respond under NDA
Silent on-call. No vendor credits, no email signatures, no footer links from us in any incident channel or report.
06
Step 6
Deliver as your own
You review the post-mortem, accept handover and ship it to your client under your agency name.
Common questions
What clients ask us about emergency support.
What counts as an emergency under this retainer?+
Production impact. Site down, login or checkout broken for users, admin locked out, data corruption, active security incident, critical performance regression. A bug that only affects staging or a request for a new feature is normal work, not emergency work.
How fast do you actually respond?+
Respond times are in writing by tier. Starter is 60 minute acknowledge inside business hours. Studio is 30 minutes, 24 by 7. Scale is 15 minutes, 24 by 7 with a named on-call engineer. Enterprise is 5 minute acknowledge with a dedicated pager rota and a standby engineer.
Is the retainer enough or do I pay per incident?+
Retainer covers response, triage, mitigation, post-mortem and a budget of incident hours per month. Beyond that, incident hours are billed at the published rate, same rate day or night. No surprise multipliers, no weekend tax, no hidden call-out fees.
Do you need admin access before an incident happens?+
Yes. We onboard fully before the first incident. Host, WordPress, plugin, DNS, email and monitoring access provisioned under a dedicated engineer account. A written runbook for your site is in place, reviewed quarterly, so the engineer on call at 3am knows where the fuse box is.
Can you work with our existing agency or in-house team?+
Yes. We are often the escalation tier above a maintenance retainer or in-house team. We coordinate in your incident channel, hand back cleanly once the fire is out and document the work so your team can maintain the fix afterwards.
What about hacked sites or security incidents?+
We run incident response for compromised sites. Contain the attack, restore from the last clean backup, identify the breach vector, close it and write the post-mortem. A deep security hardening follow-up is scoped on our Security Hardening page and usually bundled straight after an incident.
Plan your on-call
Tell us which site needs engineer on-call.
Share the current host, revenue impact of downtime and any regulatory constraints. An incident engineer will respond with a retainer outline and a written scope within one business day.
Free response plan and written estimate within 24h
