Scope of Support operations

    For Managed WordPress and Managed WooCommerce

    Support Availability

    Our Managed WordPress and Managed WooCommerce hosting platform is supported by the Most Helpful Humans in Hosting and backed by the industry’s best guarantees. Our team is available 24/7/365 to provide assistance on a wide array of requests relating to our Managed Platform and the features we offer.    

    We work through queue-based support systems that enable us to handle requests in the order in which we receive them, (check out our industry-leading SLA) however, if you have an urgent request, please reach out to our phone support or live chat for immediate assistance.

    Plugins, Themes, and Custom Code

    Our Managed WordPress and Managed WooCommerce platform includes industry-leading plugins and themes, tested and integrated to work seamlessly with your websites. Our experts can provide advice on how to configure and utilize these plugins. With custom themes and third-party plugins, our experts only provide limited support. However, on a time available basis, our team can analyze logs and other errors and advise on the best course of action and alternate solutions.  

    Because we have fine-tuned our platform, some custom code may conflict with our WordPress system.  While we will be happy to consult on these issues, modifying or developing code is best handled by your development team.      

    If a problem stems from a paid plugin or theme, the best channel to request support is with your developers directly. Free plugins and themes are supported directly via the WordPress.org forums. In all cases, our experts will be glad to recommend plugins and themes that are supported by best practices and can be integrated into our platforms.

    Website Development and Optimization

    You know your business and you know how you want to project your message to your customers. Developing your website is critical and typically entails unique coding, customization of plugins and data creation/management. Our team understands how important this process is to your success and can advise your development team. However, coding, debugging code, website design/development, search engine optimization (SEO) and plugin customization are outside the scope of support.

    Once your website is developed, you need it to hum for your customers. Besides hosting your website on the latest technologies, our technicians can provide assistance on performance optimization for your WordPress sites and WooCommerce stores. Custom site optimization is provided on Managed WooCommerce hosting Standard and above plans.

    Website Security

    Keeping your website, data and customers secure is critical to your success. As your partner, we ensure the data center infrastructure, platform hardware and software are up-to-date and secure.  

    Every site on our Managed WordPress and Managed WooCommerce hosting platform has the core WordPress solution automatically updated within a day or two of it being released to the public. We test each version against our workloads. Then, we prepare it for broad deployment across our network (which is why it takes a day or two). Security updates are automatically deployed immediately across our network.

    You have, within your management portal, the ability, for a short period of time, to delay WordPress updates if you know you have some code you need to refactor.

    Additionally, you will note that you have the ability to have all your plugins updated automatically using our visual regression features that look at your site before and after plugin updates to make sure nothing has changed (in a staging environment) and pushes changes to production.

    Upon request, we can also consult with you and your developers on how you can secure your individual sites. However, due to the customizations and unique development, you create for each website, individual site security is ultimately your responsibility.

    Data and Third Party Services

    Your data is critical. In many cases, it is your entire business. Which is why you will never see our team touch your data. It is too important for us to take any action on.  Unless we have your written direction, we will not delete your data or your code/development efforts.  

    In addition, your databases and their optimizations are vital. We can advise on database connectivity and performance issues, however, we do not troubleshoot queries, or add/delete data. For critical database issues, we recommend you contact a professional DBA.  

    Services that are handled outside of Nexcess (for instance, DNS management, security services, CDN services or backups when provided by a third party) are not supported by our technicians. We will be glad to provide guidance when possible, but do not perform configurations or customizations with third-party services.

    We have trusted specialists, partners, and agencies to assist with needs outside of our scope of support. For additional information on these providers please contact our solutions team.

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