WPCloud Managed WordPress Hosting – Scope of Support

THIS IS A WORKING DOCUMENT – LAST UPDATE 2024-03-19

At WPCloud, we take pride in offering exceptional managed WordPress hosting services with a high level of support for our clients. This document outlines the scope of support provided by our team to ensure transparency and set clear expectations.

Support Availability and Channels

Our support team is available 24/7 to assist you. The primary support channels are email and our online support portal. While we do not typically offer phone support, in certain complex situations or for troubleshooting purposes, we may provide phone support on a case-by-case basis at our discretion.

Support Response Times

New support tickets or emails are reviewed by a team member within 15 minutes. Resolution times can vary depending on the specific issue, but our support team is staffed 24/7 to ensure timely assistance.

What We Support

Our team is equipped to provide support for the following:

– WordPress core updates
– Plugin updates
– Theme updates (based on your hosting plan)
– Backups and restores
– Migrations performed by our migration team
– Server-side security measures
– Firewalls
– Litespeed server-side caching
– Content Delivery Network (CDN) configuration
– sFTP (Secure File Transfer Protocol)
– Hack protection and cleanup
– Staging sites (Stagecoach)
– Development sites
– cPanel inquiries
– Let’s Encrypt SSL certificate management
– PHP version changes
– Error log review
– DNS record management
– Transactional email configuration
– Plugin recommendations
– Site resource usage logs

If your issue is not listed above, please feel free to open a support ticket. Our team will assess the request and let you know if it falls within our scope of support.

What We Don’t Support

While we strive to provide comprehensive support, there are certain areas that fall outside our scope of services. Please note that we are your managed WordPress hosting provider and do not offer development services such as content creation, appearance customization, graphics design, or functionality changes.

We do not provide support for the following:

– Third-party caching plugins
– Plugin troubleshooting (contact the plugin author’s support team)
– Theme troubleshooting (contact the theme author’s support team)
– Third-party backup plugins
– Third-party security plugins
– Search Engine Optimization (SEO) services
– Code troubleshooting or audits
– Email client software setup or troubleshooting
– Third-party DNS issues
– Non-WordPress applications on our system

Please note that while we do not provide support for third-party plugins, themes, or services, you are free to use them on our system as long as they do not pose security risks.

We hope this document clarifies the scope of support offered by WPCloud. If you have any further questions or require assistance, please do not hesitate to open a support ticket, and our team will be happy to assist you.