{"id":4446,"date":"2018-03-20T16:33:29","date_gmt":"2018-03-20T20:33:29","guid":{"rendered":"https:\/\/www.inmotionhosting.com\/support\/2018\/03\/20\/wordpress-service-catalog\/"},"modified":"2025-03-20T12:59:45","modified_gmt":"2025-03-20T16:59:45","slug":"wordpress-service-catalog","status":"publish","type":"post","link":"https:\/\/www.inmotionhosting.com\/support\/edu\/wordpress\/wordpress-service-catalog\/","title":{"rendered":"WordPress Scope of Service"},"content":{"rendered":"

Our goal is to provide you \u2013 our valued customers with holistic WordPress product, functionality, and design troubleshooting support. <\/p>\n\n\n\n

If you\u2019re interested in a fast, secure WordPress experience and not interested in spending hours tweaking and optimizing, check out InMotion Hosting\u2019s superior WordPress Hosting<\/a> packages.<\/p>\n\n\n\n

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

Incidents<\/h2>\n\n\n\n

InMotion Hosting considers incidents to be one-off occurrences, for example, you\u2019re receiving error messages or cannot log into your account. <\/p>\n\n\n\n

The chart below outlines the specific incidents that are covered by our Technical Support.<\/p>\n\n\n\n

Incident<\/th>Troubleshooting and Applicable Support Articles<\/th><\/tr>
White Screen of Death<\/td>Troubleshoot cause, regain access to site<\/a><\/td><\/tr>
Error Messages<\/td>\u2013 Error Codes (403<\/a>, 404<\/a>, 406<\/a>, 500<\/a>)
\u2013 PHP Errors
\u2013 MySQL Errors \u2013 Error
\u2013 Establishing DB Connection<\/td><\/tr>
Plugins<\/td>\u2013 Disabling Plugins<\/a>
\u2013 Functions not found
\u2013 Identify if there is a conflict or compatibility issue<\/td><\/tr>
Themes<\/td>\u2013 Set Home Page Template
\u2013 Maintenance Page<\/a>
\u2013 My Slider isn\u2019t sliding <\/td><\/tr>
WordPress Core Issues<\/td>\u2013 Login Page Refreshing
\u2013 Can\u2019t Login\/Locked Out<\/a>
\u2013 WordPress Keeps Logging Me Out
\u2013 Post Scheduling Not Working<\/a>
\u2013 Change Site URL<\/a><\/td><\/tr>
Images<\/td>\u2013 Fix Common Image Issues
\u2013 Troubles Uploading Images
\u2013 Regenerating Thumbnails<\/a><\/td><\/tr>
Mail<\/td>\u2013 Password Reset Emails<\/a>
\u2013 SMTP vs PHP Mail<\/a>
\u2013 Installing Contact Forms<\/a><\/td><\/tr>
.htaccess<\/td>\u2013 Setup and re-setup of Redirects in cPanel<\/a>
\u2013 500 Internal Server Error<\/a>
\u2013 Page download
\u2013 Imagick limits<\/td><\/tr>
Hacks<\/td>\u2013 Have I Been Hacked?<\/a>
\u2013 Recovering from a Hack<\/a>
\u2013 Security Recommendations<\/a><\/td><\/tr>
Performance<\/td>\u2013 Heartbeat Control<\/a>
\u2013 Use a CDN<\/a>
\u2013 Add a Search Engine Crawl Delay<\/a>
\u2013 Use only necessary plugins
\u2013 Speed tests and what to look for<\/a>
\u2013 Avoid using deprecated functions<\/td><\/tr>
Caching Issues<\/td>\u2013 Types of caching and how they differ
\u2013 My Changes aren\u2019t Showing
\u2013 Clearing Cache<\/a>
\u2013 Enabling\/Disabling Caching in wp-config.php<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n
<\/div>\n\n\n\n

Service Requests<\/h2>\n\n\n\n

InMotion Hosting considers Service Requests to be tasks that aren\u2019t problems, but still require assistance from Technical Support. The chart below outlines the specific Service Requests that are covered by our Technical Support.<\/p>\n\n\n\n

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

Out of Scope<\/h2>\n\n\n\n

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:<\/p>\n\n\n\n

Themes<\/strong><\/p>\n\n\n\n