WordPress Scope of Service

Our goal is to provide you – our valued customers with holistic WordPress product, functionality, and design troubleshooting support.

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 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
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
Dashboard Issues Call/Chat/Self-Help
Images Chat/Ticket/Self-Help
Mail Call/Chat/Self-Help
.htaccess Call/Chat/Ticket/Self-Help
Hacks Chat/Ticket/Self-Help
Performance Call/Chat/Ticket/Self-Help
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 Walk-throughs & 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
Upgrades Self-help/Call
Backups Self-help/Call

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