The most urgent request.
FIRST, ESTABLISH
Is it actually down, or down for them? What error do they see? When did it start? Did anything change?
HOW TO CHECK
Load the site yourself, from a different network Check whether other sites on the same server respond
IF ONLY THEIR SITE IS AFFECTED
An application problem, a resource limit, or a configuration change.
IF ALL SITES ARE AFFECTED
A server-level issue. Escalate to us.
IF IT LOADS FOR YOU AND NOT THEM
A local or network issue at their end.
Check from another connection to confirm.
WHAT TO CHECK NEXT
Whether the domain resolves Whether the certificate is valid Whether the account is suspended or over quota
Recent changes: updates, plugins, edits
WHAT TO TELL THE CLIENT IMMEDIATELY
That you have seen it and are investigating.
Before you know the answer.
WHAT TO AVOID
Speculating about the cause Blaming them before establishing facts
WHEN TO ESCALATE TO US
Server-level problems, or anything you cannot diagnose.
Open a ticket with what you have established.
