DevEdgeWhen your website can't wait until morning.
24/7 emergency protection for WordPress and WooCommerce. Automated monitoring, diagnostics and a guaranteed engineer investigation within 2 hours of a qualifying P1 alert or report. Choose Standard, Premium or Complete Protection.
24/7/365 · WordPress & WooCommerce · Engineer investigating within 2 hours
Emergency Response plans
Subject to free technical onboarding and eligibility.
Site down right now?
Not covered yet? We can still help.
Emergency Response cover starts once onboarding is complete, so it can't be switched on mid-crisis. If your WordPress or WooCommerce site is down now, we offer one-off emergency fixes on a best-effort basis: £350 covers the first 2 hours, then £150/hour. We'll confirm the cost with you before any work starts.
One-off fixes are not covered by the guaranteed 2-hour response.
Monitoring tells you something is wrong. Emergency Response means someone acts on it.
Most website support only starts once someone notices a problem and reports it. Emergency Response doesn't wait: we spot the problem, gather the evidence and get an engineer on it, even at 3am. If finding an outage at 9am would already have cost you sales, customers or reputation, standard support isn't enough.
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We're always watching
Our monitoring checks your WordPress or WooCommerce site around the clock for crashes, serious errors and outages.
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Instant diagnosis
The moment something breaks, DevEdge Hub automatically checks what the site is showing visitors, looks for errors, tests the database and lists what changed recently.
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A person acts on it
Alerts don't sit in an inbox until morning. Genuine emergencies go straight to a UK-based DevEdge engineer, who starts investigating.
How Emergency Response works
Every emergency follows the same five steps, from the moment something breaks to an engineer fixing it.
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Detect
Our monitoring spots that your site is down or seriously broken, or you report it with the Report Critical Incident button in your client area.
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Diagnose
DevEdge Hub automatically checks for errors, tests the database and security certificate, notes recent changes and finds the latest backup we can restore.
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Confirm
We confirm it's a real emergency, not a brief blip that has already sorted itself out. Anything we can't classify straight away gets an urgent assessment, never a silent downgrade.
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Engineer escalation
A confirmed P1 incident triggers our on-call engineer alert. The 2-hour response clock runs from the original qualifying alert or report, including assessment time.
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Respond
A DevEdge engineer starts investigating within 2 hours, day or night, and works to get your site back up.
Everything we find is logged on your incident timeline, so you can see exactly what happened and what we did about it.
Guaranteed response, not a guaranteed fix time
Our 2-hour SLA guarantees when a DevEdge engineer starts investigating, not when the fix is complete. If we miss that commitment, you'll receive a service credit of up to 100% of your monthly Emergency Response fee.
Automatic diagnosis
As soon as monitoring spots a problem, DevEdge Hub gathers the evidence: whether the server is responding, any errors, database health, recent changes and the latest backup we can restore.
Within 60 seconds
Engineer investigation starts
A DevEdge engineer begins investigating within 2 hours of the first qualifying P1 alert or report, including incident assessment time.
Within 2 hours, guaranteed
Fixing and recovery
How long recovery takes depends on the cause, the work involved and whether your host or another third party is involved. Time is tracked live in DevEdge Hub and comes from your callout credit or monthly allowance.
Depends on the incident
Our 2-hour SLA: For qualifying P1 emergencies, the response clock starts at the first monitoring alert or valid emergency report, including assessment time. A DevEdge engineer will begin investigating within 2 hours; resolution times are not guaranteed.
SLA compensation: If we miss the 2-hour response, you'll receive a 50% monthly subscription credit, rising to 100% after 4 hours. Credits are capped at one month's subscription per calendar month. Two qualifying breaches within 90 days also allow early cancellation without remaining minimum-term charges. Full conditions apply under our Terms & Conditions and Emergency Response Service Contract.
Standard or Premium?
Both plans include the same 24/7 monitoring and the same guaranteed 2-hour P1 investigation SLA. The difference is how emergency engineering is paid for. Both work on their own, or alongside any Website Support plan as Complete Protection.
| Feature | Pay per callout Standard £49/mo | Predictable costs Premium £249/mo |
|---|---|---|
| Best for | Brochure and lead-generation sites | Shops, bookings, memberships and paid ads |
| Monthly fee | £49 | £249 |
| Initial payment | £299£49 first month + £250 prepaid emergency credit | £249Your first month |
| Guaranteed 2-hour P1 SLA Engineer starts investigating | Included | Included |
| 24/7 monitoring and automatic diagnosis | Included | Included |
| Report an incident yourself Report Critical Incident button in your client area, for problems monitoring may not catch | Included | Included |
| Health assessment and technical onboarding | free | free |
| Included engineering | Per paid callout (up to 2 hrs) | 120 min/month60-min minimum per callout, then 15-min increments |
| Emergency callout | £250 from prepaid credit | No separate fee within allowance |
| Automatic credit top-up After an incident uses your credit | £250 | Not included |
| Additional engineering Only with your authorisation | £125/hr | £100/hr |
| Add Website Support Essential £49, Standard £139 or Pro £249 | from £98/mo in total | from £298/mo in total |
Initial payments include no separate onboarding fee.
The 2-hour SLA guarantees that a DevEdge engineer starts investigating a qualifying P1 incident within 2 hours. It is not a guaranteed resolution time. Unused Premium minutes don't roll over.
All plans have a 3-month minimum term, then roll monthly with 30 days' notice. Each plan covers one website. Unused Standard emergency credit is refunded on cancellation, minus anything owed. We give at least 30 days' written notice of any price change.
Emergency Response pricing
Every plan includes 24/7 monitoring and diagnosis, the guaranteed 2-hour P1 investigation, the Report Critical Incident button, free onboarding and cover for one website. Use Emergency Response on its own, or with any Website Support plan as Complete Protection.
Emergency Response Standard
£49/mo
£299 initial payment
£49 first month + £250 prepaid emergency credit
For brochure and lead-generation sites. Pay for engineering only when something breaks.
Emergency Response Premium
£249/mo
£249 initial payment
Your first month. No onboarding or callout fee.
For shops, bookings, memberships and paid-ad sites. A fixed monthly cost.
Complete Protection
From £98/mo
For business-critical sites. Any Website Support plan plus either Emergency Response plan.
Standard's £299 covers your first month and £250 of prepaid credit. Premium deducts a minimum of 60 minutes per callout, then 15-minute increments, and unused minutes don't roll over. Complete Protection is priced as the support plan plus the Emergency Response plan you choose. All plans have a 3-month minimum term, then roll monthly with 30 days' notice. Unused Standard credit is refunded on cancellation. Extra chargeable work is always subject to your authorisation limits.
Mix and match Essential, Standard or Pro Website Support with Emergency Response Standard or Premium. For example, Standard Support (£139) + Emergency Response Premium (£249) = £388/mo.
How callout credit and automatic top-ups work
On Standard, your first emergency is prepaid, so an engineer can start straight away without waiting to take payment in the middle of the night.
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Pay £299 to start
Your initial payment covers your first month (£49) and £250 of prepaid emergency credit, held in its own Emergency Response balance, separate from your normal account credit.
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An incident is confirmed
When a qualifying P1 incident is confirmed, a £250 callout is drawn from your credit. It covers up to 2 hours of engineering on that incident.
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More time needed?
If the fix needs more than 2 hours, extra engineering is £125/hour, measured in 15-minute increments, and only within the hours and spending limits you've set or approved.
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Credit tops up automatically
After the incident, your credit is topped back up to £250 from your authorised payment method, so you're covered for the next one.
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Report and invoice
You get an incident report with the time logged in DevEdge Hub, what we did and an itemised invoice for anything charged.
If an automatic top-up fails, we’ll let you know and retry for 7 days. If it still hasn’t gone through, emergency cover is paused until your credit is restored, so keep your authorised payment method up to date.
Authorisation limits, live time tracking and clear billing
Emergency Response billing runs through a dedicated module in your DevEdge client area, connected to DevEdge Hub. Nothing beyond your included cover is charged without your authorisation.
Separate emergency credit
Prepaid emergency credit is held in its own balance, separate from your normal account credit, so it's only ever used for emergencies.
Your own spending limits
Set a maximum number of additional engineering hours and a spending cap. We won't go past them without asking.
Approval for further work
If an incident needs more chargeable time than you've pre-authorised, we ask you first and wait for your approval.
Live incident time tracking
Engineering time is tracked live against each incident in DevEdge Hub, so you can see exactly how much credit or allowance has been used.
Incident-based billing
Each incident is billed on its own, with audit records and downloadable reports showing the time, the work and the charges.
Payment and eligibility checks
Failed payments are flagged straight away, and we check your cover is active and eligible as soon as an incident starts.
Free technical onboarding before cover starts
Every plan starts with a free website health assessment and technical onboarding. Your site is eligible for cover once everything below is in place, and needs to stay that way: we can only fix things fast with the right access, monitoring and backups.
What we respond to under Emergency Response
Emergency Response is for problems that take your site down, stop customers buying or put your security at risk. Anything that isn't an emergency is handled in business hours under a Website Support plan, or quoted separately.
Emergencies we respond to 24/7
Not covered by Emergency Response
Find the problems before they find you
Most website emergencies start small: an outdated plugin, a backup that quietly stopped, an expiring certificate. A website health check can uncover warning signs before they become bigger problems. We review your site with DevEdge Hub, the monitoring platform we built to look after our clients' sites, then email you a clear PDF report of what's out of date, what's exposed and what's slowing it down. The findings are yours either way.
It shows the technical risks present at the time of the assessment. It isn't a substitute for ongoing monitoring or emergency incident response. Signing up for Emergency Response? A health assessment is already included free as part of onboarding, so you don't need this. If you join Website Support within 30 days of your report, your £99 assessment fee is credited towards your plan.
- Powered by DevEdge Hub
- PDF report emailed to you
- Ready in 2–3 business days
Swipe to preview · tap a page to open it
Your report doesn't just identify problems. It tells you what to do next.
- Prioritised findings Every issue is ranked High, Medium or Low, so you know what to tackle first.
- Clear explanations Plain-English notes on why each finding matters to your business.
- Actionable recommendations A specific next step for every issue, ready for you or your developer.
Sample only: every website detail, score and finding in this report is fictional. No client information is included.
Get My Website Checked — £99Frequently asked questions
Straight answers on response times, what counts as an emergency, what we need from you and how it all works.
Ask a questionHow do I report an emergency?
Use the Report Critical Incident button in your DevEdge client area. Our monitoring also detects many outages automatically. Qualifying P1 incidents trigger emergency escalation, 24/7.
What happens if DevEdge misses the 2-hour response guarantee?
Our SLA guarantees investigation begins within 2 hours of a qualifying P1 alert or report, not that the issue is fixed. If we miss it, you receive a 50% monthly subscription credit, rising to 100% after 4 hours. Credits are capped at one month's fee per calendar month. Two qualifying breaches within 90 days also allow early cancellation under our Service Contract.
What happens to my emergency credit after an incident?
On Standard, £250 is deducted for each qualifying callout, covering up to 2 hours. Your balance is then replenished to £250 using your authorised payment method. If payment fails, we'll notify you and retry; cover may be paused until funding is restored.
Will you charge for additional engineering without approval?
No. You set your additional engineering hours and spending limits. If more time is needed, we'll request authorisation before exceeding them. Engineering time is recorded against your incident.
How does the Premium engineering allowance work?
Premium includes 120 minutes per calendar month. Each qualifying callout uses at least 60 minutes, with further time counted in 15-minute increments. Unused minutes don't roll over. Additional authorised engineering costs £100/hour, with a 60-minute minimum for a new callout outside the allowance.
Can I purchase Emergency Response without Website Support?
Yes. Standard and Premium are standalone services. You can also combine either with a DevEdge Website Support plan for routine updates, maintenance, backups and additional support, creating Complete Protection from £98/month.
What qualifies as a critical emergency?
P1 emergencies include complete outages, widespread checkout or payment failures, serious WordPress or database errors, confirmed website compromises and other critical failures affecting essential operations. Minor issues and routine maintenance aren't covered.
Does every website qualify for Emergency Response?
No. We complete a free technical assessment before activating cover. Your website must meet our requirements for monitoring, secure access, supported software, backups and recovery readiness.
What happens if the problem is caused by a third party?
We'll investigate and help coordinate recovery with your hosting provider, payment gateway or other supplier. However, their response times and actions remain outside our control.
Is there a minimum contract?
Yes. Both plans have a 3-month minimum commitment from activation. After that, they continue monthly with 30 days' cancellation notice, subject to the Service Contract.
What happens to unused emergency credit if I cancel?
Unused Standard prepaid credit is refundable after outstanding eligible charges are reconciled. A reasonable administration fee of up to £10 may apply where legally permitted. This fee is waived for qualifying early termination following repeated SLA breaches.
Can I upgrade or downgrade my plan?
You can request an upgrade at any time, subject to approval and applicable prorated charges. Downgrades normally take effect after the initial 3-month commitment, at an eligible renewal date and subject to notice requirements.