Scope of Support

Scope of Support

Written by James Chan
Last update: Sunday, Mar 13, 2022

Three Levels of 24/7/365 Support

Choose the level of support that you need to stay focused on what you do best.

Standard Support

For most Managed-WP.™ customers, Standard Support is more than enough. It’s free and includes 24/7/365 access to Live Chat guidance through any operation on the Managed-WP.™ Platform. Every request is routed to a specifically trained Support Team member.

Advanced Support add-on

If you’ve grown beyond a regular support relationship, Advanced Support is the answer. This add-on speeds up response times and opens up a wider range of Managed-WP.™ expertise. You get expert answers, deeper application troubleshooting, customization support, and proactive monitoring, etc.

Premium Support add-on

If your business runs mission-critical sites where every minute matters, then this addon offers an even closer partnership with Managed-WP.™. Get all of Advanced Support with even quicker response times, a dedicated Account Manager, a private Slack channel, and direct phone support.

Features of Advanced and Premium Support

Turn us into your extended team for greater peace of mind.

  1. Priority Support

    24/7/365 priority Live Chat and ticketing support from our Senior Engineers, with improved SLAs.

  2. Plugin/Theme Troubleshooting

    Our Support Engineers will help you troubleshoot errors and conflicts with plugins and themes.

  3. Performance/DB Optimization

    On-demand optimization tweaks to ensure your application is performing well.

  4. Server Error Investigation

    We’ll collaborate with your team for deeper investigation of common server errors (500, 502, 503, etc).

  5. Proactive Monitoring

    If your server or stack is down, we will go beyond sending you alert and proactively start investigating.

  6. Customization

    Customization of your stack/server, e.g. deploying additional packages, specific configurations etc.

  7. Dedicated Account Manager

    Your primary contact at Managed-WP.™ is here to help and guide you, whatever you want to achieve.

  8. Private Slack Channel (Premium Support ONLY)

    24/7/365 private Slack channel connects your team directly with our Senior Support Engineers. We partner with your team to help you grow.

  9. Phone Support (Premium Support ONLY)

    Call our Senior Support Engineers any time for in-person support.

Out of scope items

No matter which support plan you are on, there are issues/scenarios that are outside the scope of our support. The following are a few items that are out of scope for the Managed-WP.™ Support:

  • Changes to your website content/appearance

  • Changes to the functionality of plugins/themes/modules

  • Debugging custom code

  • Application level security issues

  • Auditing your code

  • Search Engine Optimization (SEO)

  • Migrating your site from Managed-WP.™ to another
    service/hosting provider

  • Upgrades of plugins/themes/modules
    (although we can help with troubleshooting issues)

  • In general, anything that implies code editing.

In case you’ve any query, feel free to contact us

Effective date: September 01, 2021

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Written by James Chan.