Establish what happened.
Tell me what you see, when it started and what was changed recently. If another host or supplier is already working on it, say so. We need a clear record of who is changing what.
Find out what can be recovered.
Available backups, source files, databases, access and the current state of the site determine the options. A backup listing alone is not proof that a restore will work. Recovery feasibility is confirmed after assessment.
Agree the risks and the scope.
A restore can replace newer content or transactions. We discuss the relevant data, recovery point and checks before proceeding. If specialist security or provider involvement is needed, that is identified as part of the plan.
Check the recovered functions.
The agreed job sets out the pages and journeys to verify, any ongoing fault investigation and what you receive at handover. A successful restore does not automatically identify the original cause.