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.

IncidentTroubleshooting and Applicable Support Articles
White Screen of DeathTroubleshoot cause, regain access to site
Error Messages– Error Codes (403, 404, 406, 500)
– PHP Errors
– MySQL Errors – Error
– Establishing DB Connection
PluginsDisabling 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
MailPassword Reset Emails
SMTP vs PHP Mail
Installing Contact Forms
.htaccessSetup and re-setup of Redirects in cPanel
500 Internal Server Error
– Page download
– Imagick limits
HacksHave I been hacked
Recovering from a Hack
Security Recommendations
PerformanceHeartbeat 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– 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 RequestTroubleshooting and Applicable Support Articles
Installation AssistanceInstallation of WordPress on hosting account
Plugin/Theme Installation AssistanceInstallation of plugins and themes on WordPress installation (does not include customization)
Page/Post Creation AssistanceHelp with creating pages and posts within WordPress dashboard
Basic Customizer AssistanceHelp with basic use of customizer within WordPress dashboard (basic theme functions)
User AdministrationCreate new users
Password Resets
Upgrades Update WordPress
Backups Create a cPanel backup
Create a Backup with Total Upkeep
Non-Server Security IssuesConsultation from the Managed Hosting Paid Support Team
Cloning of WebsiteConsultation from the Managed Hosting Paid Support 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

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