Support Policy

SUPPORT POLICY

What support is included

WP Performance Hosting provides practical support for hosting services, client account access, billing, server-side issues and related service matters.

Hosting support, website support, care plan support and paid support tasks are separate support categories. Hosting-level support is included with eligible active hosting services. WordPress changes, WooCommerce changes, plugin or theme troubleshooting, content edits, design changes and other hands-on website tasks may require a care plan, a paid support task or a separate quote.

Domain and email support may be included, limited or quoted separately depending on the service purchased, the client portal options available, the registrar or DNS provider involved, and whether hands-on setup work is required.

This policy explains what is included, what is not included, what may be quoted separately, and how support requests are handled.

Hosting support is included with eligible active hosting services. Website-level work, hands-on DNS work, email setup, emergency work and larger support tasks may require a care plan, paid task or separate quote.

APPLICABILITY

Who this policy applies to

This Support Policy applies to all customers who purchase, access or use services provided by WP Performance Hosting, including hosting plans, care plans, domain services, email services, support services, emergency support, migrations, DNS assistance, email-related assistance and other website support tasks.

For the purpose of this policy, “WP Performance Hosting”, “we”, “us” and “our” refer to the business providing the services. “Customer”, “you” and “your” refer to the person, business or organisation purchasing, accessing or using the services.

If you request support on behalf of a business, organisation or another person, you confirm that you are authorised to request support, provide access details, approve paid work and make decisions about the affected service, domain, email account or website.

This policy should be read together with our Terms of Service, Acceptable Use Policy, Refund and Cancellation Policy, Privacy Policy, service descriptions, checkout details, onboarding instructions, client portal notices and any written agreement provided to you.

Support eligibility may depend on the service purchased, account status, payment status, plan scope, available access, client portal options and the nature of the request.

HOSTING SUPPORT

Hosting-level support

Hosting-level support is included with active eligible hosting services purchased from WP Performance Hosting.

Hosting-level support covers issues directly related to the hosting service, including client account access, hosting service availability, server-side faults affecting our platform, SSL certificates supplied with the hosting service, included backup availability, billing questions and account administration.

Where email hosting is included with your plan, we may provide support for cPanel email mailbox creation, mailbox access details, basic email configuration guidance and hosting-side email issues. Device setup, app setup, email migration, mailbox cleanup and third-party workspace administration are not included unless separately agreed.

Where domain services are purchased or managed through our client portal, we may provide support for domain registration, renewal, nameserver settings and domain records within the limits of the registrar and systems available to us.

Where DNS guidance is required to connect a domain to our services, we may provide basic instructions. Hands-on DNS changes, third-party registrar changes, external DNS provider work, external email platform changes and complex DNS troubleshooting may require a paid support task or separate quote.

Hosting-level support covers the hosting service itself. It does not automatically include WordPress, WooCommerce, plugin, theme, content, design, device setup, email migration, third-party provider or custom code work.

WEBSITE SUPPORT

Website-level support

Website-level support means work performed inside, on or directly related to a WordPress or WooCommerce website.

This may include WordPress admin issues, plugin or theme troubleshooting, WooCommerce configuration, checkout issues, contact forms, content changes, layout changes, design adjustments, website performance issues caused by plugins or code, malware remediation, third-party integrations and custom code problems.

Website-level support is not automatically included with standard hosting support unless your selected plan, care plan or written agreement specifically includes it.

Depending on the issue, website-level support may require an active WordPress Care Plan, WooCommerce Care Plan, emergency fix service, paid support task or separate quote.

Website-level support does not include unlimited website management, unlimited troubleshooting, training, SEO campaigns, copywriting, custom development or third-party platform administration unless separately agreed in writing.

If a support request requires hands-on website work, we may confirm the scope, cost, timing and access requirements before work begins.

WORDPRESS CARE PLANS

WordPress Care Plan support

WordPress Care Plan support is available to customers with an active WordPress Care Plan purchased from WP Performance Hosting.

Care plan support may include WordPress maintenance, WordPress core updates, plugin and theme update checks, backup checks, security checks, website health checks, minor WordPress assistance and troubleshooting that falls within the scope of the selected plan.

Growth and Priority WordPress Care may include a monthly support allowance for smaller website tasks, depending on the plan purchased. Essential WordPress Care does not include monthly support time unless separately agreed in writing.

WordPress Care Plans are not unlimited development retainers. They do not automatically include major redesigns, large content updates, custom development, advanced troubleshooting, complex plugin conflicts, abandoned plugin repairs, SEO campaigns, copywriting, training, malware cleanup or work outside the stated plan inclusions.

If a request exceeds the included scope of your WordPress Care Plan, we may recommend a higher care plan, paid support task, emergency fix or separate quote.

WordPress Care Plan inclusions depend on the specific care plan purchased, the active billing status of the service and any written service details provided at the time of purchase.

WOOCOMMERCE CARE PLANS

WooCommerce Care Plan support

WooCommerce Care Plan support is available to customers with an active WooCommerce Care Plan purchased from WP Performance Hosting.

Care plan support may include WooCommerce maintenance, WordPress updates, WooCommerce updates, plugin and theme update checks, backup checks, security checks, store health checks, basic store troubleshooting and smaller WooCommerce support tasks that fall within the scope of the selected plan.

Growth Store Care and Priority Store Care may include a monthly support allowance for smaller store tasks, depending on the plan purchased. Essential Store Care does not include monthly support time unless separately agreed in writing.

WooCommerce support does not include payment processor disputes, accounting advice, tax advice, legal compliance advice, large product imports, bulk product data entry, marketplace management, custom checkout development, custom plugin development, stock management, deep third-party platform support or work outside the stated plan inclusions unless separately agreed.

If a WooCommerce issue requires work outside your selected plan, we may recommend a higher care plan, emergency fix, paid support task or separate quote.

WooCommerce Care Plan support is intended for eligible online stores and depends on the specific care plan purchased, the active billing status of the service and any written service details provided at the time of purchase.

SUPPORT LIMITS

Out-of-scope support

Some work is not included in standard hosting support or care plan support unless it is specifically included in your plan, quoted separately or agreed in writing.

Out-of-scope work may include custom development, plugin or theme coding, full website rebuilds, major design changes, content writing, large content uploads, advanced SEO, advertising, third-party software support, device setup, internet troubleshooting, business administration tasks, legal advice, accounting advice and compliance advice.

We may also treat work as out of scope if it is caused by unsupported software, abandoned plugins, expired licences, third-party provider changes, client edits, unauthorised access, malware, misuse, DNS changes outside our control, external email platform issues or problems caused by services we do not manage.

Requests involving third-party providers, external registrars, external DNS platforms, payment processors, marketplace platforms, email apps, local devices or non-WP Performance Hosting services may be limited to general guidance unless paid support is agreed.

If a request is outside the included scope of your service, we may explain the available options before continuing.

Out-of-scope support may require a paid support task, emergency fix, care plan upgrade, manual setup service or separate quote.

PAID SUPPORT

Paid support tasks

We may quote or bill separately for support work that falls outside included hosting support, outside your selected care plan, or outside the service you purchased.

Paid support tasks may include migrations, hands-on DNS setup, email setup beyond basic guidance, plugin and theme conflict investigation, emergency repairs, malware cleanup, performance optimisation, WooCommerce troubleshooting, form fixes, content or layout changes, third-party integration setup and custom code work.

Domain-related paid support may include complex DNS changes, registrar troubleshooting, transfer assistance, external DNS provider changes, nameserver corrections, domain record cleanup or work involving third-party systems outside our direct control.

Email-related paid support may include Manual Email Setup, mailbox configuration, email DNS record setup, deliverability-related checks and hosting-side email troubleshooting. Email migration, inbox cleanup, device setup, app setup and third-party workspace administration are not included unless separately agreed.

Where a task requires paid work, we may ask you to approve the scope, cost and timing before work begins.

Work may not begin until required access, information, approval and payment are provided.

Paid support is provided on a practical best-effort basis unless a specific outcome, scope or deliverable is agreed in writing.

URGENT SUPPORT

Emergency or urgent support

Emergency or urgent support may be available as a separate paid service, depending on availability, account status, access, urgency, payment status and the nature of the issue.

Urgent issues may include a website being offline, a critical WordPress error, a WooCommerce checkout failure, a serious malware warning, a DNS issue, an email disruption or another issue that significantly affects business operation.

Emergency work focuses on restoring access, stability or core functionality where possible. It may involve temporary fixes, rollback steps, disabling problematic software, restoring from backup where available, correcting configuration issues or identifying the cause of the problem.

Emergency work does not automatically include redesign, full optimisation, long-term remediation, large-scale development, detailed reporting, training, malware hardening, SEO recovery, content repair or future prevention work unless separately agreed.

Emergency support is not a guarantee that every issue can be fixed, restored or recovered. Some issues may depend on backups, third-party providers, software behaviour, available access, domain/DNS propagation, payment processors or systems outside our control.

Emergency support is not guaranteed to be available at all times unless we have agreed this with you in writing. Emergency work may require approval and payment before work begins.

CLIENT RESPONSIBILITIES

Your responsibilities when requesting support

You are responsible for providing accurate information, keeping login details secure, maintaining licences for premium themes, plugins and third-party services, and ensuring that any third-party accounts connected to your website, domain, email or store remain active and accessible.

You should avoid making risky changes without understanding the impact, including deleting files, disabling plugins, changing DNS records, editing theme files, changing payment settings, changing email records, modifying checkout settings or making major website changes without a backup or support plan.

When requesting support, you should provide the affected domain, a clear issue summary, screenshots or error messages, recent changes, affected pages or services, login access where required and any relevant third-party provider information.

If we require access to your website, hosting account, client portal, DNS provider, registrar, email provider, payment provider or another third-party service, you are responsible for providing access in a safe and timely way.

You are responsible for checking requested changes, confirming whether an issue is resolved, and notifying us promptly if a problem continues after support work has been performed.

Delays in providing access, details, approvals, payment or confirmation may delay support work.

SUPPORT PROCESS

How to request support

Support requests should be submitted through the client portal, support ticket system, contact form or another support channel provided by WP Performance Hosting.

Customers should use the client portal or ticket system where available, especially for account-specific, billing, hosting, domain, email, website or care plan support requests.

When submitting a request, include enough detail for us to understand the issue, identify the affected service and decide whether the request is included, requires a care plan, requires paid support or needs to be quoted separately.

We may ask for further information, screenshots, error messages, recent change details, account verification, login access or written approval before investigating or working on a request.

If a request falls outside included support, we may advise that it requires a care plan, emergency fix, Manual Email Setup, paid support task or separate quote.

We may decline to perform work where required access, approval, payment, account verification or service ownership cannot be confirmed.

Support requests should be kept to one main issue per ticket where possible so the issue can be tracked and resolved clearly.

RESPONSE TIMES

Response times

We aim to respond to support requests within reasonable target timeframes based on the type of issue, service, plan, account status, urgency, available access and available support capacity.

Response times are targets only and are not guaranteed unless a specific written service agreement says otherwise.

Resolution times may vary depending on issue complexity, required access, third-party providers, client response times, DNS propagation, software behaviour, payment status and whether paid work is required.

Critical hosting or service availability issues may be prioritised over general support requests, content changes, non-urgent website work, domain questions, email setup questions or advisory requests.

Care plan customers may receive priority according to the care plan they have purchased, but care plan priority does not guarantee immediate response or immediate resolution.

Support priority and response handling may vary based on the service purchased, care plan level, urgency, account status and available support capacity.

FAIR USE

Fair use and abuse of support

Included support is subject to fair use.

We may limit, reclassify, quote or decline support requests that are excessive, repetitive, unreasonable, outside scope, or effectively project work, development work, training, consulting or ongoing website management.

We may also limit or reclassify support where repeated requests relate to the same unresolved third-party issue, unsupported software, external provider problem, client-side change, device issue, email app issue, DNS change or service outside our control.

We expect respectful and reasonable communication when providing support.

Abusive, threatening, discriminatory, harassing or unreasonable behaviour may result in support restrictions, ticket closure, refusal of service or account action under our Terms of Service.

If a support request creates risk to our systems, other customers, payment providers, infrastructure providers, registrar services, email systems or legal obligations, we may restrict or suspend work while the issue is reviewed.

Fair use helps keep support practical, sustainable and available for all customers.

POLICY CHANGES

Changes to this Support Policy

We may update this Support Policy from time to time to reflect changes to our services, hosting platform, care plans, support process, pricing, providers, domain services, email services, client portal features or business operations.

The updated version will apply from the date it is published or from another date stated in the updated policy.

Continued use of our services after the policy changes means you accept the updated policy.

If support scope is important to your purchasing decision, you should review this policy before purchasing, renewing, upgrading, changing services or requesting support.

Where a service description, written agreement or checkout notice gives more specific support terms for a particular service, those specific terms may apply alongside this policy.

The current version of this policy is the version published on our website.