24/7 Emergency Line
Extenva’s 24/7 Emergency Line
For our hosting customers we have set up an emergency line. It exists so hosting customers can always reach us in case of an emergency.
However, a few rules apply to the use of this emergency line.
Rules for the 24/7 Emergency Line
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Use the emergency line **only** for hosting problems. We do not fix photos or logos on your website during the night.
We are not an ICT‑management office. Questions about ICT issues such as internet, TV, printers, computers and other non‑website‑related matters are considered abuse. See: “What constitutes abuse”.
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If your website is offline and you want to use our emergency line, please first verify that the site is truly offline via this link: https://extenva.nl/serverstatus.php
This page checks whether the problem is a server issue, preventing you from calling us about a local or home‑network internet problem.
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Ask yourself whether the issue can wait until tomorrow morning. We greatly appreciate it when something happens at night that can wait until the morning, so you can call us then.
Emergency Line – What Is and Isn’t Considered Abuse
Our 24/7 emergency line is intended **only** for two situations: the website is offline or there are immediate payment problems that block the site’s functionality or checkout.
Repeated abuse (multiple false reports) revokes Extenva’s right to use this line. If the abuse is intentional, we may impose a fine or terminate all active services immediately.
When the emergency line is no longer available you can reach us only during regular office hours.
Below is a clear list of examples of what **does not** fall under the emergency line (abuse).
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Problems with your home or office network (Wi‑Fi, router, Internet Service Provider/ISP).
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Email issues (e.g., no email received/sent from your computer or mailbox configuration) – except for webmail‑related domain email problems (e.g., webmail.yourdomain.nl/.com). Consider carefully whether it is truly urgent.
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Local computer or browser problems (cache, cookies, extensions, outdated software).
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Minor content or text changes that do not cause a malfunction (e.g., adjusting texts, images, menus).
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Design or layout requests, requests for new pages or graphic work.
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SEO questions, advice on findability or content strategy.
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Feature requests or functional extensions (e.g., new payment method, new module or integration).
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Routine maintenance or scheduled updates (e.g., WordPress core updates, plugin updates) that do not cause immediate downtime. (Check via https://extenva.nl/serverstatus.php)
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Performance improvement (site slow but reachable) – this is not covered by the emergency line unless the site actually goes offline.
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Problems with external services (e.g., Google, social media, external APIs) unless they truly block access to the site or payments.
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General invoice questions, contract information or administrative queries that are not direct payment disruptions.
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Questions about development or test environments that do not affect the live production site.
Contact us.
Curious how Extenva can help your business grow in the digital world? Fill in the contact form and we’ll get back to you as soon as possible for a non‑binding conversation.