WPCloud – SCOPE OF SUPPORT

PLEASE NOTE THAT THIS IS A WORKING DOCUMENT – LAST UPDATE 2020-05-13

The WPCloud team prides ourselves on providing a very high level of support. It’s important to us that our clients understand what we support & do not support.  Please review our scope of support below & please let our team know if you have any further questions.

SUPPORT AVAILABILITY

– Support is available 24/7 via email & ticket system.
– Be kind!

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. Support is staffed 24/7

WHAT WE SUPPORT

Here is a list of the types of issues/services that we support.

– WordPress Core Updates
– Plugin Updates
– Theme Updates (based on plan)
– Backups / Restores
– Migrations
– Server Side Security
– Firewalls
– Litespeed Server Side Cache
– CDN
– sFTP
– Hack Protection & Cleanup
– Stagecoach Staging Sites
– Dev Sites
– cPanel Questions
– Let’s Encrypt SSL certs.
– PHP Version Changes
– Review Error Logs
– DNS Records
– Transactional Email
– Plugin Recommendations
– Site Resource Use Logs

Please feel free to open a support ticket even if your issue isn’t listed in the list above. The list is just an overview, our team will let you know if a request is outside of scope.

WHAT WE DON’T SUPPORT

Please review the list below, it’s an overview of what we don’t provide support for. Again, feel free to open a ticket on any issue. If our team is able to help, they will, if an issue is outside of scope, they will also let you know at that time.

It’s important to note that we’re your managed WordPress hosting provider, we do not provide development services. Specifically any changes to your site, such as content, appearance, graphics, or functionality.

If you’re having an issue with a theme or plugin, generally you will want to contact your theme/plugin author support team for those issues. Once again, you can open a ticket with those issues, if our team is able to help, they will do that. If it’s outside of scope, they will point you in the right direction for support.

We do not support or allow non WordPress applications on our system.

We do not perform site migrations from WPCloud to other hosting providers.

– Third-Party Caching Plugins
– Plugin Troubleshooting (contact the plugin author support team)
– Theme Troubleshooting (contact the theme author support team)
– Third-Party Backup Plugins
– Third-Party Security Plugins
– SEO
– Code Troubleshooting
– Code Audits
– End-User Email Client Software Set-up or troubleshooting.
– Third-Party DNS Issues

** For clarification, the above lists are showing what our support team can provide you with support for. For example, when we say that we don’t provide you with support for third-party security plugins. That doesn’t mean you can’t use those plugins, it’s just that we don’t provide you with support for any issues you have with those plugins. You’re free to use any plugin/theme on our system, as long as that theme/plugin doesn’t have any security issues.