As developers, we know that bugs in a system can be an absolute knightmare. People start complaining and you don't have a clue what is wrong with the darn thing!
Before we start any work, we like to get to know the web site. We like to know what it is supposed to do, it's aims etc.
This can be done in two different ways. We can either advise you on what to do or you can give us FTP access and we can fix it for you. We're not fussed which one you would rather.
This is pretty much the same as stage 2.
We can guide you how to fix the problem once we identify the problem or we can fix it for you via FTP.
We will also explain how to use FTP if need be.
Once the errors/bugs have been identified and solved, we can release the fixed and fully functional web site back onto the Internet.
This whole process can be done without your web site even coming offline.