WordPress Scope of Service

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.

Our world-class Technical Support team is available to serve you 24/7/365 by chat, ticket or phone.

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 by our Technical Support.

Incident	Troubleshooting and Applicable Support Articles
White Screen of Death	Troubleshoot cause, regain access to site
Error Messages	– Error Codes (403, 404, 406, 500) – PHP Errors – MySQL Errors – Error – Establishing DB Connection
Plugins	– Disabling Plugins – Functions not found – Identify if there is a conflict or compatibility issue
Themes	– Set Home Page Template – Maintenance Page – My Slider isn’t sliding
WordPress Core Issues	– Login Page Refreshing – Can’t Login/Locked Out – WordPress Keeps Logging Me Out – Post Scheduling Not Working – Change Site URL
Images	– Fix Common Image Issues – Troubles Uploading Images – Regenerating Thumbnails
Mail	– Password Reset Emails – SMTP vs PHP Mail – Installing Contact Forms
.htaccess	– Setup and re-setup of Redirects in cPanel – 500 Internal Server Error – Page download – Imagick limits
Hacks	– Have I Been Hacked? – Recovering from a Hack – Security Recommendations
Performance	– Heartbeat Control – Use a CDN – Add a Search Engine Crawl Delay – Use only necessary plugins – Speed tests and what to look for – Avoid using deprecated functions
Caching Issues	– 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 by our Technical Support.

Service Request	Troubleshooting and Applicable Support Articles
Installation Assistance	Installation of WordPress on hosting account
Plugin/Theme Installation Assistance	Installation of plugins and themes on WordPress installation (does not include customization)
Page/Post Creation Assistance	Help with creating pages and posts within WordPress dashboard
Basic Customizer Assistance	Help with basic use of customizer within WordPress dashboard (basic theme functions)
User Administration	Create new users Password Resets
Upgrades	Update WordPress
Backups	Create a cPanel backup Create a Backup with Total Upkeep
Non-Server Security Issues	Consultation from the InMotion Solutions Team
Cloning of Website	Consultation from the InMotion Solutions Team

Out of Scope

InMotion Hosting Technical Support is always willing to help; however, there are certain issues that fall outside of the scope of our support. We will try our best to offer guidance, but the issues and requests below are considered outside of the scope of the Technical Support that we provide:

Themes

• Custom coding/development
• CSS (Sidebar/Content out of place/below each other)

Plugins

• Custom coding/development
• Advanced configuration

Site Development

• HTML/CSS/JS
• Website Design
• WordPress Multisite Configuration

Dashboard Issues

• Visual Editor White Text
• Nonce Issues