The best preparation is to give Dobble a clear picture of what has happened, what has changed and what business functions are affected. Website maintenance and repairs can involve hosting, CMS access, DNS, email, forms, checkout systems, third-party plugins, databases or security issues, so accurate information helps reduce guesswork and speeds up diagnosis.
Before work begins, it is useful to collect the following information:
- A clear description of the issue: Explain what is not working, when it started and whether it happens all the time or only in certain situations.
- Relevant page URLs: Send links to affected pages, forms, checkout steps, admin screens or error pages.
- Screenshots or screen recordings: These can help Dobble see layout problems, error messages, mobile display issues or intermittent behaviour.
- Recent website changes: Note any updates, content edits, plugin changes, DNS changes, hosting changes, email changes, payment gateway changes or third-party integrations added shortly before the issue began.
- Access details: Depending on the issue, Dobble may need CMS access, hosting access, domain or DNS access, Cloudflare access, database access, email platform access or third-party system access. Credentials should be shared through an agreed secure method.
- Backup information: If you have recent backups, let Dobble know where they are stored. Dobble takes backups where possible before migration or repair work, but existing backup availability can affect recovery options.
- Business priority: Explain whether the issue is affecting enquiries, sales, email notifications, checkout, bookings, logins or other critical business processes.
- Preferred timing: If repairs could affect live website availability, provide any preferred maintenance windows or times when disruption would have the least business impact.
For urgent issues, such as a hacked website, malware infection, website outage, broken checkout, failed forms or critical DNS problem, tell Dobble immediately how the problem is affecting operations. Dobble offers emergency support, with response times typically within 4 hours. For clients outside an SLA, emergency support is charged on an ad hoc basis, with scope, estimates or capped timing confirmed before work commences where applicable.
If the website was not built by Dobble, it is still important to provide as much context as possible. Dobble can assist with diagnostic and repair services for active technical problems on Dobble-built or third-party sites, including malware removal, broken functionality, display errors, speed issues, plugin conflicts and database problems. However, third-party platforms, plugins, hosting providers, registrars, payment gateways and external software can affect what is possible and how quickly a repair can be completed.
Where practical, Dobble will assess the current setup before making changes. This may include reviewing the website environment, security status, performance issues, backups, hosting configuration, DNS settings or affected functionality. For larger changes, Dobble may use a secure staging environment so repairs can be tested before being deployed to the live site.
It is also helpful to nominate one main contact person who can approve work, provide missing access and answer questions quickly. Delays in access, approvals or third-party provider responses can affect repair timeframes.
Dobble’s maintenance approach is practical and risk-aware. The goal is to identify the cause, repair the issue where possible, reduce future risk through appropriate monitoring or maintenance, and explain the next steps clearly. Maintenance and repair work cannot guarantee protection from every cyber threat, third-party failure, plugin issue or future outage, but proper preparation helps Dobble respond more effectively and protect your website infrastructure. To begin, request a website maintenance assessment and provide the details above where available.