How to Request Emergency Website Support (After-Hours or Urgent Issues) Print

🚨 How to Request Emergency Website Support (After-Hours or Urgent Issues)

If your website is offline, displaying critical errors, or experiencing an urgent issue outside normal business hours, TK Internet Marketing offers emergency support options to restore your site as quickly as possible.

⚠️ What Qualifies as an Emergency

You should request emergency support if any of the following occur:

• Your website is completely down or unreachable

• You see a critical error or security warning

• Your contact forms, checkout, or booking system stop working

• You believe your site has been hacked, infected, or defaced

• An update or plugin caused your site to break unexpectedly

💡 Non-critical issues (like text updates or design tweaks) should be submitted through regular tickets during business hours.

🔐 Step 1: Log In to Your Client Area

1. Go to https://clients.tkinternetmarketing.com/clientarea.php.

2. Log in using your email address and password.

   💡 If you can’t access the Client Area, skip to Step 3 and email us directly from your registered address.

🧭 Step 2: Submit an Emergency Ticket

1. From the top menu, click Support → Open Ticket.

2. Choose Website Support as the department.

3. In the Subject Line, type:
   “URGENT: Website Down” (or a short description of the issue).

4. In the message box, include:

   • Your website URL

   • A brief summary of the issue

   • The time you first noticed the problem

   • Any changes recently made (updates, plugin installs, etc.)

5. Check the box for Mark as Urgent (if available).

6. Click Submit Ticket.

📩 Step 3: Email Emergency Support (If You Can’t Log In)

If your Client Area is inaccessible or your login fails:

• Email support@tkinternetmarketing.com directly.

• Use “Emergency Website Issue” in the subject line.

• Include your domain name, description of the problem, and best contact number.

📞 If your service plan includes after-hours phone or text support, you can also contact your assigned project manager directly.

🧮 Step 4: What Happens Next

Once your emergency ticket or email is received:

1. Our monitoring system flags it for immediate review.

2. A technician is assigned to investigate the cause.

3. You’ll receive a confirmation email within minutes confirming your case is being reviewed.

4. Our team will take action to restore your site or isolate the issue.

⏱️ Most critical issues are addressed within 1 hour, depending on the cause and hosting environment.

✅ Step 5: Follow-Up and Prevention

After the issue is resolved:

• We’ll provide a summary of what happened and what was fixed.

• If needed, we’ll recommend updates or security improvements to prevent recurrence.

• You’ll have the option to schedule a follow-up maintenance review or backup setup.

💬 Need Help?

If you’re unsure whether your situation qualifies as an emergency, you can still email support@tkinternetmarketing.com — our system will route it to the appropriate team and ensure a prompt response.