Scope of support

Guidance on the range of support services we provide.

We’re here to help.

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 formats.

We provide formal support coverage to our customers through the following channels:

Phone support icon

Phone support.

Live chat icon

Live chat.

Support ticketing icon

Support ticketing.

Email Support icon

Email support.

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.

Support scope.

We provide support for the following services we provide:

Hostify platform icon

The Hostify hosting platform.

Hostify platform icon

Our Account Dashboard.

Google and Microsoft logos

Third party services we re-sell.

We have varying levels of control.

We use a number of amazing products to make up our ecosystem. This means you get the best possible products and services available, however, it does mean we have to rely on third-party organisations to help us with issues with their services. As such we offer the following level of support for the different components that make up our ecosystem.

Hardware icon

The Hostify hosting platform.

All levels of support.

accounts icon

Our Account management portal.

All levels of support.

domains icon

Domain names.

Level 1 support.

Email Support icon

Email.

Level 1 support.

SSL icon

SSL certificates.

Level 1 support.

CDN icon

Content Delivery Network (CDN).

Level 1 support.

Full support.

For all items that we offer full support for, we should be able to resolve any issue without the need for outside help.

This means we have more control over timeframes and resources that are able to work on an issue.

Target resolution time: 8hrs

Level 1 support.

For all items that we offer level 1 support for , we may not be able to resolve an issue without the need for outside help.

This means we less more control over timeframes and resources that are able to work on an issue. We often have to raise a support ticket with a wholesale supplier and await resolution.

Target resolution time: 48hrs

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 sites
  • Backups
  • Re-directs
  • Domain Mapping
  • Website migrations
  • SFTP access
  • Slow WordPress performance
  • Hostify Dashboard

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

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.

Hostify has closed its doors.

In July 2018 we decided to focus on other ventures and closed down Hostify.

Looking for great  Managed WordPress hosting? Check out our pals at Flywheel
CHECK OUT FLYWHEEL
Still need to get in touch with us for something?
Try our support email. We still check it sporadically. 

The Hostify Team.