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:
|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|
IncidentsInMotion 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|
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)|