Support Channels and Scope of Support

Last updated on May 19th, 2021

Our team of WordPress experts is available through 24 hours a day, 7 days a week, 365 days a year. We offer both live chat, phone and ticket to assist you with your account and your WordPress installs hosted with us. To ensure we deliver an outstanding level of service, we are proud to provide assistance on a wide array of requests relating to our platform and the value-added features we offer.

This document will help clarify the type of requests that fall within our scope of support and which do not. We want to help where we can, so it’s important we lay expectations around what we can and cannot assist you with.

Please reach out to us if you need assistance with anything related to the WordPress environments you host with us. We are always happy to hear from you!

Table of Contents

1. Support Coverage and Channels

2. WP Engine Platform and Features

3. WordPress Configuration and Features

4. Plugins and Theme Support

5. Support Limitations

5.1. DNS

5.2. Email

5.3. Outside the Scope of Support

6. Helpful Resources

Support Coverage and Channels

We provide support coverage to our customers through several channels 24 hours a day, 7 days a week, including all holidays and weekends. Support staff is available from Austin and San Antonio, Texas as well as Limerick, Ireland. Support works through queue-based systems that enable us to handle requests in the order in which we receive them. For urgent issues, reach out via live chat in the User Portal, or by phone.

Live Chat

A Live Chat can be initiated anytime from the Support page of the User Portal, by clicking Start live chat.

https://my.wpestaging.qa/support/

Phone

The contact phone number for Support can be located on the Support page of the User Portal.

Phone support is available for all plans excluding Startup.

Ticket

Existing tickets can be accessed from the Support page of the User Portal by clicking Existing Tickets. A direct link to tickets can be found here:

https://help.wpestaging.qa/requests

The ticketing system uses a separate login from the User Portal account. If you cannot login to the ticketing system, resetting your ticket system password will not impact your User Portal login credentials. To reset your WP Engine ticket login, click here.

Tickets can be created by Support staff for escalated issues through phone or chat, or initiated by users on dedicated/enterprise hosting plans. Additional email addresses can be added to a ticket (CCd) for visibility on tickets, if requested. CCd email addresses will have access to the entire previous ticket chain and any additional responses.

Please be aware, due to automatic queueing of tickets based on age, replying to a ticket several times in a row could inadvertently delay Support response time. We do our best to respond to all requests in a timely manner and provide updates as often as possible.

WP Engine Platform and Features

We provide support for our platform and the features unique to WP Engine. Most requests can be resolved by searching for a corresponding article on our Support Center. Supported features include:

Caching (EverCache)
Automatic WordPress updates
Server maintenance and security
Performance audits
Content Delivery Network (CDN)
SSL certificates
WP Engine GeoTarget
LargeFS
WP Engine environments and legacy staging
WP Engine backups
Redirects ¹
Domain Mapping
Git Push
Onboarding and migration
SFTP
Slow WordPress performance
WP Engine User Portal

¹ We help bulk import redirects on your behalf when they are provided to us in this format.

WordPress Configuration and Features

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.

Plugins and Theme Support

We provide limited support on requests regarding third-party plugins and themes. We help identify issues that occur server side, analyze logs and other errors that could be helpful in addressing them. In some cases, we also work with plugin and theme developers to identify and resolve issues caused by a conflict with our infrastructure.

Issues with plugin/theme 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 respective developers.

Support Limitations

We’re happy to help locate and provide any errors in our logs and provide general guidance when applicable. While we like to help whenever we can, please understand that we simply can’t directly support all of the available plugins, themes and code in the Open Source space for WordPress. In most of these cases we strongly advise reaching out to a developer, the service or the author to help with these elements of your site.

DNS

We do not provide nameservers or email servers, and therefore do not support requests relating to DNS or inbound email. To point your domain to us through your DNS provider, read our DNS configuration article.

Email

We do provide limited support on outgoing email from your WordPress environment(s). Be aware that we are not intended as an email host however and troubleshooting information is highly limited. It is advised that customers configure third-party email hosting for greater control, logging and stability.

Outside the Scope of Support

Site design issues, customization or coding
Web development and plugin customization
Debugging custom code
Writing custom code (For RegEX, Nginx, .htaccess, GeoTarget, etc.)
Search engine optimization (SEO)
User management
Database management or assisting with SQL queries

Helpful Resources

For help with requests that fall outside our scope of support, you can reach out to our suggested WordPress partners and consultants, independent WordPress designers, and developers through freelance marketplaces like UpWork, Freelancer.com, or Fiverr.

You can also contact code shops, such as Codeable.io which have pre-vetted developers available to help by providing free estimates for development work with no-obligation to hire..

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