Outages and security incidents were only 5% of the requests across our maintenance retainers – 10 of 209. But they are the requests that matter most in the moment. A median outage or security request took 1.4 of work, more than typical requests, because investigation takes time.
Here is how we handle them.
Step 1: confirm and scope
First we confirm the problem and its extent:
- Is the whole site down, or only some pages?
- Is it down for everyone, or only for some visitors or regions?
- What exactly appears: a blank page, a server error (500), a "critical error" message, a browser security warning, a redirect to a strange site?
- Is email affected too?
- When did it start, and did anything change before?
"What changed recently?" is the most useful question. Most outages follow an update, a hosting change, an expired certificate or domain, or an edit.
Step 2: check the obvious
| Symptom | Common cause |
|---|---|
| Site unreachable, email also down | Domain expired, DNS changed, hosting account suspended |
| Browser security warning | SSL certificate expired or misconfigured |
| Server error (500) | Plugin or theme error, PHP version change, server resources |
| "Critical error" in WordPress | A plugin or theme failing after an update |
| Blank white page | PHP error with display turned off |
| Redirects to spam sites | Malware |
| Very slow, then timeout | Server overload, attack or resource limits |
Step 3: logs
Server error logs and the WordPress debug log usually point to the exact file or plugin. This saves guessing.
Step 4: fix or roll back
Plugin or theme error
We deactivate the failing plugin (via the recovery link, the admin area or the file system), confirm the site returns, then fix, update or replace it. In one case, a single plugin caused a full site server error; deactivating and replacing it resolved the outage.
Hosting problem
We contact the host with the specific evidence. In one incident, a mail server crashed, storage failed to mount and mailbox indexes were corrupted; recovery required restoring storage and rebuilding indexes.
Expired domain or certificate
Renew, then wait for propagation. Prevention: auto-renewal and monitoring.
When the cause is unclear
Restore the latest clean backup, then investigate on a copy.
Step 5: malware
A hacked site needs more than restoring:
- Contain: take the site offline or show a maintenance page if it is spreading malware to visitors
- Clean: remove malicious files and database injections, or restore a known clean backup
- Close the door: update everything, remove unused plugins and themes, change all passwords (hosting, database, admin users, FTP)
- Check users: remove unknown admin accounts
- Request review: if Google flagged the site, request a review in Search Console after cleaning
- Monitor: watch for reinfection in the following weeks
Step 6: communicate
We keep the client informed during the incident: what we found, what we are doing, when we expect the site back. Afterwards, a short summary of the cause and the prevention measures.
Prevention
Most outages we see are preventable:
- [ ] Automatic daily backups, stored off the server
- [ ] Updates tested on staging before production
- [ ] Unused plugins and themes removed
- [ ] Strong passwords and two-factor login for administrators
- [ ] Domain and SSL auto-renewal
- [ ] Uptime monitoring with alerts
- [ ] Hosting with adequate resources
- [ ] A security plugin or server-level firewall
What you can do when your site goes down
- Check whether it is down for others (for example from your phone on mobile data)
- Note the exact error and when it started
- Think about what changed recently
- Do not start deleting plugins or files on the live site
- Contact your maintenance provider or host with that information
After the incident
Once the site is back, we do not stop at "it works". We document what happened, check that backups ran correctly, and look for the underlying weakness: an outdated plugin, a weak password, insufficient server resources, a missing monitoring alert. The goal is that the same incident does not happen twice. For clients on a maintenance plan, the findings flow into the next monthly update cycle. For clients without a plan, we list the recommended measures so they can decide what to implement.
How long outages last
That depends almost entirely on the cause and on whether backups and access are available. With backups, access and a clear cause, most outages are resolved within hours. Without backups or with lost access to hosting, they take much longer.
FAQ
Does a maintenance plan prevent all outages?
No, but it prevents many and shortens the rest: updates are tested, backups exist and access is ready.
My site shows a "critical error". What does it mean?
A plugin or theme has failed. WordPress usually emails the administrator a recovery link. Use it or contact us; do not delete files blindly.
How do I know if my site has been hacked?
Signs include redirects to unknown sites, strange new pages in search results, unknown admin users or browser warnings. If in doubt, ask for a check.
How often do outages or security issues happen?
Less often than people fear: outages and security issues were 5% of maintenance requests, with a median of 1.4 hours to resolve. Regular updates and backups keep it that way.
Is a redesign faster than a new website?
Not always. Our 17 WordPress redesigns had a median delivery of 36 days versus 31 days for new builds, and slightly more revision rounds, because existing content and old expectations have to be reconciled.
Where the numbers come from: our own project records in Odoo – 233 finished projects, 909 tasks and about 4941 logged hours, mostly from 2025–2026. Durations are calendar days from kickoff and we quote medians, so one unusually long project does not distort the picture.
Planning a maintenance and hosting project?
If you want a realistic plan for your own project, book a short call with our team and we will walk you through the phases, what we need from you and where projects like yours usually lose time. You can also browse finished work in our maintenance and hosting portfolio.
Comments