When something stops working and nobody is there
It usually happens at an awkward time. The customer portal shows an error. The hosting provider emails that the account has expired. A routine update was applied and the site now shows a blank page. The person who built it does not answer, and the staff member who "knew a bit about it" has left.
Rescue is the short path out. You tell us the one thing that is broken. We start within two business days, work for up to 12 hours, restore service, and write down what we found so the next person is not starting from zero.
What Rescue covers
Rescue is for one named failure. Typical examples:
- A website or application that is down or showing errors.
- An expired hosting account, domain or certificate.
- Lost access: a login nobody can find, a former developer's account that owns the hosting.
- A deploy that broke the application and needs to be rolled back or repaired.
- A database or file store that stopped responding.
We agree the named failure in writing before we begin. That is what keeps the price fixed and the scope clear.
What you get
- A fixed fee. $4,500 in USD, with up to 12 hours of supervised work included.
- A fast start. Work begins within two business days of agreement.
- Service restored. We focus on getting the named failure fixed, not on a long investigation.
- A short written note. What was wrong, what we changed, what we saw along the way and what we would look at next. If we found other problems, we describe them. We do not fix them without your approval.
- Access in your hands. If the failure was lost access, the recovered access is set up in accounts you own.
What Rescue is not
Rescue is deliberately narrow, and we would rather be clear about it up front.
- It is not an investigation of everything wrong with your software. For that, start with a Takeover Assessment.
- We commit to the one named failure. If the repair turns out to be larger than 12 hours, we tell you what we found and quote the remainder as a fixed price before doing more.
- It is not an incident response service. If you believe someone has misused your systems, you need a specialist incident response firm, and we will refer you to one.
Credit toward what comes next
Rescue is often the first time we work together. 50% of the Rescue fee is credited toward a retainer or a fix project if you sign within 90 days. That is $2,250 against a Keep-Alive or Support Plus retainer, or against a fix and upgrade project. The credit is non-cash, non-refundable and non-transferable.
How we handle it
We tell you at the start that the work is AI-assisted and human-reviewed. Tools speed up reading unfamiliar code and drafting the repair, and a person checks everything before it reaches your live system. We ask for your written approval before any change to production, and we hold access only in a credential vault you own.
If you are not sure whether your problem is a Rescue, a smaller fix or a larger project, that is fine. Send a few lines describing what you see. We reply by email with what we think is going on and which option fits.
What a named failure looks like
A named failure is one sentence. For example: "Staff cannot log in to the order portal." Or: "The member website is not reachable and the registrar account is in a former contractor's name." Or: "The last update left the application showing a blank page."
What these have in common is a single clear symptom and a need for a fast, fixed-price answer. If you can describe your problem in a sentence like that, Rescue probably fits. If you cannot yet, send us what you see and we will help you name it.
Ready when you are
Tell us about your software and name the failure in a sentence or two. You can also see all of the entry points side by side on the pricing page. We will reply by email with a yes or no and a start date.
