Scope of support

Guidance on the range of support services we provide.

Our team is available to assist you with your account and your WordPress websites hosted with us.

To ensure we deliver the highest quality of service possible, we provide assistance on a wide array of requests relating to our platform and the features we offer.

This page will help clarify the type of requests that fall within our scope of support and which do not.

 

Support Coverage

We provide support coverage to our customers through the channels listed below:

  • Live Chat – 24/7
  • Support tickets
  • Phones

We work through queue-based support systems that enable us to handle requests in the order in which we receive them, however, if you need to escalate or prioritise a request due to its urgency, please reach out to us through our phone support line or live chat.

 

The Hostify platform

We provide support for our platform and the features unique to Hostify. These include:

  • Automatic WordPress updates
  • Server maintenance and security
  • Performance audits
  • Caching
  • Content Delivery Network (CDN)
  • SSL certificates
  • Staging
  • Backups
  • Redirects
  • Domain Mapping
  • Git Push
  • Migrations
  • SFTP access
  • Slow WordPress performance
  • Hostify Dashboard

Most requests can be resolved by searching for a corresponding article on our knowledgebase.

We do not provide nameservers or email servers, and therefore do not support requests relating to DNS or inbound email. However, we do provide limited support on outgoing email from your WordPress install(s). To point your domain to us through your DNS provider, read our DNS configuration article.

Troubleshooting Plugins & Themes

We provide limited support on requests regarding third-party plugins and themes. We help identify issues that occur server side, analyse logs and other errors that could be helpful in addressing them. We also work with plugin and theme developers to identify and resolve issues that may be caused by a conflict of their plugin with how our infrastructure works. However, issues with functionality, bugs, and conflicts with WordPress core or your custom code are outside of our scope of support.

The WordPress.org forum is the proper channel to request support for free plugins and themes. You should address  issues with paid plugins and themes with their developers.

WordPress configuration

We provide support on requests about basic WordPress configuration and features. We also provide help setting up WordPress and its features to ensure they work correctly within our environment.

General issues with the WordPress core codebase are outside our scope of support and can be reported directly to the WordPress core team.

Support limitations

These items are outside of our scope of support:

  • Site design issues and customisation
  • Web development and plugin customisation
  • Debugging custom code written for WordPress
  • Search engine optimisation (SEO)

For help with requests that fall outside our scope of support, you can reach out to our partners, independent WordPress designers, and developers through freelance marketplaces like UpWork, Freelancer.com, or Fiverr. You can also contact code shops, such as CodeCavalry and WP Curve,  that will help with minor development tweaks for a small fee.