WordPress support done right

DuePress is a WordPress support service built on one rule: diagnose before you change. Bring us the problem. You get a clear diagnosis, a safe change, and a written record of what changed. Here is exactly what happens to your site, from the first message to the record you keep.

A WordPress support service should say what it covers. We work across WordPress core and updates, themes and plugins, WooCommerce and the paths that take money, security, and performance. We also tell you quickly when a fault belongs to your host rather than your site. Moreover, we publish the short list of work we turn down, because a promise with no edges is not a promise.

Why a WordPress support service should diagnose first

Most expensive WordPress incidents get worse in the first hour, not the first day. For example, a one-click restore overwrites newer orders. Deleting a suspicious file takes the site down without removing the backdoor. Similarly, disabling plugins one at a time destroys the evidence that would have identified the cause.

Therefore the order of operations matters more than the tooling. The five steps below are that order. Most of the damage we undo came from someone who changed first and explained afterwards, so we publish the sequence up front.

  1. Tell us what you can see

    Three things start the work. Send the site address, what is happening in your own words, and a way to reach you. We never ask for a password. We charge nothing for this step, and we touch nothing on your site until you agree the scope.

    Notably, the symptom is enough to start. Begin from what you can see rather than a guessed cause. Somebody else’s theory about the cause often points the investigation the wrong way.

  2. We diagnose before changing anything

    We look for the actual cause, not the first plausible explanation. We reproduce the symptom where we can. We read the logs. Then we separate a fault inside your site from a fault at your host or in a third-party service. The WordPress debugging documentation covers the same groundwork.

    Where we stop: if the problem belongs to your host or to a third-party outage, we say so. Then we help you escalate it rather than billing you to discover it. Moreover, some work is not ours to take at all, so we publish what we take on and where we draw the line.

  3. You authorize the work

    We confirm scope and price in writing before implementation begins. Consequently no open-ended meter runs while somebody investigates. Where nobody knows the cause yet, diagnosis becomes its own deliverable. You receive the findings whether or not a repair turns out to be viable.

    Furthermore, if new facts change the job, we stop and come back to you. A WordPress support service should never let a job grow quietly onto the invoice.

  4. We make the safe change

    We take a restore-tested backup first. We agree a rollback plan. Then we work on a copy wherever the hosting allows it. Where it does not, we state the added risk and you accept it before anything changes.

    Additionally, we ask for the least access that will do the job. We request it only after you agree the scope, never by ordinary web form or email, and we remove it when the work closes. Reducing the chance of a repeat is separate work, so preventive security services cover that.

  5. We verify and document

    We check the thing that broke. We also check whatever that change most likely touched. Finally, you keep a written record: what went wrong, what we changed, what we verified, and what we could not determine.

    The record belongs to you, not to us. It lets you audit the work, brief a different developer later, or decide that a recurring fault deserves a proper fix. The page on how we diagnose, change and verify sets out the same discipline in full.

Want it to stop happening?

Most emergencies start quietly. An untested update, a backup nobody restored, a warning nobody was watching. Ongoing care runs this same sequence on a schedule. We test updates on a copy, restore backups rather than assume them, point monitoring at a person, and record what changed. Who does the work is a fair question to ask a WordPress support service first.

See what ongoing care covers

Start at step one

Send the three details. We will tell you which step you are actually at, and whether this is work we should take on.

Start at step one