# If your site breaks on a Saturday night, we fix it on a Saturday night

> If your site is down or broken, we fix it - evenings and weekends included. Message us on WhatsApp or email and a real person replies. Included on every plan.

- Source: https://nerdsharks.com/features/emergency-support
- Publisher: Nerdsharks (Exeter, Devon, UK)
- Updated: 2026-09-27

Emergency support means that when your website is down or properly broken, we fix it straight away rather than waiting for Monday. That includes evenings and weekends, because that is when a lot of businesses get their most urgent enquiries. You message us on WhatsApp or email and you talk to the person who built your site, not a ticket queue. Everyday questions and small changes are usually answered the same working day; genuine breakages are treated as urgent whatever the time. It comes with every plan.

## How it works

1. **Message us on WhatsApp** - Send a message or a screenshot to the WhatsApp number we give you at launch. Email works too. No portal, no ticket number, no hold music.
2. **Breakages jump the queue** - If the site is down, a form has stopped sending enquiries or a page is broken, we treat it as urgent, including evenings and weekends.
3. **We fix it and explain** - Once it is sorted we tell you what went wrong and what we changed, in plain English, so you are never left guessing.
4. **Everything else, same working day** - Questions, advice and small change requests are usually answered the same working day, by the person who knows your site.

## Why it matters

- **Your busiest hours are covered** - Burst pipes, lock-outs and dead boilers do not keep office hours. If your site breaks when the emergency calls come in, waiting until Monday costs you jobs.
- **One person who knows your site** - You are not explaining your business to a new support agent each time. The person who built it is the person who fixes it.
- **No call-out charge for breakages** - Fixing a broken or offline site is included in your plan. You will not get a surprise invoice for an out-of-hours repair.

## Questions

### What counts as an emergency?

An emergency is anything that stops customers reaching you: the site is offline, the enquiry form has stopped sending, or a page is badly broken. Those are fixed as soon as possible, evenings and weekends included. A new photo or a price change is a normal request and is done in working hours.

### How do I contact you if my site goes down?

Send a WhatsApp message or an email to the details we give you at launch. You speak to the person who built your site. In many cases our monitoring will already have flagged the problem.

### Is out-of-hours support extra?

No, fixing a broken or offline site is included on every plan, whatever the time. There is no separate support contract to buy.

### How quickly do you reply to normal questions?

Normal questions and small change requests are usually answered the same working day. We do not promise instant replies to everything, but breakages always come first.