SUPPORT
Scope of Support
This document outlines what WPCloud’s managed hosting support covers and where our scope ends. It is provided to every client and updated as our services evolve.
AVAILABILITY
How to Reach Us
WPCloud’s support team is available 24/7 via email and our online support portal at support.wpcloud.ca. New tickets are reviewed by a team member within 15 minutes. Resolution times vary depending on the issue, but our team is staffed around the clock across multiple time zones to ensure timely assistance.
Phone support is not a standard channel but may be offered at our discretion for complex situations where real-time communication would accelerate resolution.
INCLUDED
What Our Support Team Covers
The following areas are fully supported as part of every WPCloud hosting plan.
Server and Infrastructure
- Server hardware, operating system, and network connectivity
- LiteSpeed web server configuration and caching
- CloudLinux account isolation and resource management
- PHP version management and configuration
- SSL certificate provisioning and renewal (Let’s Encrypt)
- DNS record management (Constellix)
- Content Delivery Network configuration (Bunny CDN)
- Transactional email configuration (MailChannels)
- Error log review and diagnosis
- Site resource usage monitoring
WordPress Management
- WordPress core updates (tested for compatibility before applying)
- Plugin updates (tested in context, with rollback if issues arise)
- Theme updates (tested with visual verification)
- Staging environment creation and management
- Sandbox environment provisioning
- Free site migrations (files, database, DNS, SSL)
Security
- Imunify360 malware scanning and remediation
- Web application firewall management
- Hack cleanup and incident response
- Security Operations Centre monitoring and investigation
- Account isolation and containment
Backups and Recovery
- Daily automated backups with 90-day retention
- Full-site, database, and individual file restores
- Snapshot backups on demand
- 15-minute VM replication across data centres
- Disaster recovery procedures
cPanel and Access
- cPanel account inquiries and configuration
- sFTP access and troubleshooting
- phpMyAdmin access
- WP-CLI access
General
- Plugin recommendations (we can advise on alternatives when a plugin is causing issues)
- Performance troubleshooting at the server and application level
- Guidance on WordPress best practices
If your issue is not listed here, open a ticket. Our team will assess whether it falls within scope and let you know.
OUTSIDE SCOPE
What Falls Outside Our Scope
WPCloud is your managed WordPress hosting provider. We are not a web development agency, a design studio, or a marketing consultancy. The following areas are outside our support scope:
Content and Design
- Content creation, copywriting, or content strategy
- Visual design, graphics, or branding work
- Theme customisation or appearance changes beyond basic troubleshooting
- Page layout creation or modification
Third-Party Code
- Custom code debugging, auditing, or development
- Plugin troubleshooting beyond identifying conflicts (contact the plugin author for plugin-specific support)
- Theme troubleshooting beyond identifying conflicts (contact the theme author for theme-specific support)
Redundant Services
- Third-party caching plugins (LiteSpeed caching is managed by WPCloud and replaces the need for caching plugins)
- Third-party backup plugins (JetBackup is managed by WPCloud)
- Third-party security plugins (Imunify360 is managed by WPCloud)
Other
- Search engine optimisation services
- Email client software setup or troubleshooting (we configure server-side DNS records but do not support email applications)
- Third-party DNS issues (we manage Constellix DNS; issues with external DNS providers are outside our scope)
- Non-WordPress applications
You are free to install and use third-party plugins, themes, and services on your hosting account as long as they do not pose a security risk or degrade server performance. We simply cannot provide technical support for software we did not build or manage.
ENTERPRISE
Enterprise Clients
Clients on WPCloud’s Enterprise Monitoring plans receive extended support scope including dedicated account management, priority response, proactive monitoring by our Monitoring Response Team, and advanced security audits. For details, see our Enterprise page.