PHP Emergency
When your WordPress stops working in the middle of the night — white screen, fatal error, plugin conflict, hosting acting up — we're who you call. Priority response within 1 hour, 24/7.
This is the emergency room
PHP Emergency exists for the moment every WordPress owner dreads: you load your site and see Fatal error: Uncaught Error or just a white screen. Or a customer emails saying "I can't check out". Or your hosting provider switched PHP versions and something broke.
That's not the time to debug yourself at 2 AM. That's the time to send us a message — or call — and we step in.
When should I contact PHP Emergency?
When your site is down or behaving strangely in a way that affects visitors. Concretely:
- White Screen of Death — the page shows just a blank white screen with no error message.
- Fatal error / 500 errors — PHP errors taking down the whole site.
- Checkout flow broken — customers can't complete purchases.
- WP-admin inaccessible — you can't get in to debug yourself.
- Plugin conflict after an update — something stopped working without obvious cause.
- Hosting changed PHP version and something no longer works.
- Brute-force attack in progress slowing down the site.
What you can expect
- Acknowledgement within 15 minutes, 24/7. You get an email or SMS confirming we've seen the ticket and an engineer is coming online. Not an autoresponder — an actual "we see this, we're starting now."
- Initial diagnosis within 1 hour. We log into your site (we already have access via the WEBBELi worker plugin), look at the PHP logs, and understand what happened.
- Acute action. Depending on the issue: we roll back the most recent plugin update, increase PHP memory temporarily, deactivate a broken plugin, or contact your hosting provider.
- Status updates every 30 minutes until the issue is resolved. You shouldn't have to ask "how's it going?"
- Post-mortem the day after. A short email explaining what happened, why, and what we're doing to keep it from recurring.
How we get into your site that fast
When we install the WEBBELi worker plugin on your WordPress, we get a secure encrypted channel into the installation. That means:
- We don't need login credentials or FTP keys passed around in plain text.
- We can read PHP logs, deactivate plugins, clear caches, and roll back updates — all from our control panel.
- Everything is logged. You can see exactly what we did and when, after the fact.
- Access is revoked when the contract ends. We don't keep "just in case" access.
What this isn't
- It's not debugging your own developer code. If you've written a custom plugin and it's broken, we're happy to help — but that's a separate development engagement, not emergency support.
- It's not new functionality under time pressure. "Can you quickly build a new landing page?" isn't an emergency — that's a regular engagement.
- It's not hosting support on your provider's behalf. If the issue is with e.g. Loopia, we help you communicate with them, but we can't reboot a server we don't own.
Which plans include it?
PHP Emergency is included in Pro and Enterprise. For Basic customers we offer emergency support per hour (but you need to wake us during business hours weekdays).
- Basic: Email support weekdays 08–17. Emergencies handled same-day.
- Pro: 1-hour priority response 24/7 on critical failures.
- Enterprise: Custom SLA — e.g. 30 min, 15 min, or a direct line to a specific engineer.
How many emergencies should I expect?
For a well-maintained WordPress: essentially none. That's the whole point. Almost every emergency we handle is on sites that didn't have active management before — and after the first months on Oden the count usually drops sharply.
But that's exactly why PHP Emergency exists: when it does happen, it happens when you're not ready. That's when you want someone already on the on-call rota.
How to get started
Email hello@oden.cam or call +46 10 303 10 80 and tell us you want PHP Emergency. We get you on the Pro plan, install the WEBBELi worker plugin, and within 24 hours you're covered.