Our goal is to provide you – our valued customers with holistic WordPress product, functionality, and design troubleshooting support.
If you’re interested in a fast, secure WordPress experience and not interested in spending hours tweaking and optimizing, check out InMotion Hosting’s superior WordPress Hosting packages.
The Basic support package is when Technical Support can resolve your issue when you first contact us, without having to escalate it to a higher level of support.
Our world-class Technical Support team is available to serve you 24/7/365 by phone, chat, or ticket. The chart below outlines the service and resolution times that we strive to provide you:
| Call | Chat | Ticket | |
|---|---|---|---|
| Availability | 60 seconds 90% of time | 1 min 90% of time | 1 hour 90% of time |
| Resolution (TTR) | 3-12 mins 90% of time | 10-22 mins 90% of time | 4 hours 90% of time |
Incidents
InMotion Hosting considers incidents to be one-off occurrences, for example, you’re receiving error messages or cannot log into your account.
The chart below outlines the specific incidents that are covered under the Basic WordPress Support Service.
| Incident | Recommended Contact Method | Troubleshooting and Applicable Support Articles |
|---|---|---|
| White Screen of Death | Call/Chat/Self-Help | Troubleshoot cause, regain access to site |
| Error Messages | Chat/Ticket/Self-Help | – Error Codes (403, 404, 406, 500) – PHP Errors – MySQL Errors – Error – Establishing DB Connection |
| Plugins | Chat/Ticket/Self-Help | – Disabling Plugins – Functions not found – Identify if there is a conflict or compatibility issue |
| Themes | Chat/Ticket/Self-Help | – Set Home Page Template – Maintenance Page – My Slider isn’t sliding – Identify if there are JS/CSS Conflicts |
| Dashboard Issues | Call/Chat/Self-Help | – Login Page Refreshing – Can’t Login/Locked Out – WordPress Keeps Logging Me Out – Post Scheduling Not Working – Change Site URL |
| Images | Chat/Ticket/Self-Help | – Fix Common Image Issues – Troubles Uploading Images – Regenerating Thumbnails |
| Call/Chat/Self-Help | – Password Reset Emails – SMTP vs PHP Mail | |
| .htaccess | Call/Chat/Ticket/Self-Help | – Setup and re-setup of Redirects in cPanel – 500 Internal Server Error – Page download – Imagick limits |
| Hacks | Chat/Ticket/Self-Help | – Have I been hacked – Recovering from a Hack – Security Recommendations |
| Performance | Call/Chat/Ticket/Self-Help | – Heartbeat Control – Use a CDN – Search engine Crawl delay – Use only necessary plugins – Speed tests and what to look for – Using GTMetrix – Avoid using deprecated functions |
| Caching Issues | Call/Chat/Ticket/Self-Help | – Types of caching and how they differ – My Changes aren’t Showing – Clearing Cache – Enabling/Disabling Caching in wp-config.php |
Service Requests
InMotion Hosting considers Service Requests to be tasks that aren’t problems, but still require assistance from Technical Support. The chart below outlines the specific Service Requests that are covered under the Basic WordPress Service Catalog.
| Service Request | Recommended Contact Method | Troubleshooting and Applicable Support Articles |
|---|---|---|
| Installation Assistance | Self-help/Call | Installation of WordPress on hosting account |
| Plugin/Theme Installation Assistance | Self-help/Call | Installation of plugins and themes on WordPress installation (does not include customization) |
| Page/Post Creation Assistance | Self-help/Call | Help with creating pages and posts within WordPress dashboard |
| Basic Customizer Assistance | Self-help/Call | Help with basic use of customizer within WordPress dashboard (basic theme functions) |
| User Administration | Ticket | Create new users Password Resets |
| Upgrades | Self-help/Call | Update WordPress |
| Backups | Self-help/Call | Create a cPanel backup |