Our team of WordPress experts is available through 24/7 Live Chat or phone to assist you with your account and your WordPress installs hosted with us. To ensure we deliver an outstanding level of service, we are proud to provide assistance on a wide array of requests relating to our platform and the value added features we offer.
This document will help clarify the type of requests that fall within our scope of support and which do not. Please reach out to us if you need assistance with anything related to the WordPress installs you host with us. We are always happy to hear from you.
We provide support coverage to our customers through the channels listed below:
- Live Chat – 24/7
- Phones – 24/7
We work through queue-based support systems that enable us to handle requests in the order in which we receive them, however, if you need to escalate or prioritize a request due to its urgency, please reach out to us through our phone support line or live chat.
The WP Engine Platform and Features
We provide support for our platform and the features unique to WP Engine. These include:
- Caching (EverCache)
- Automatic WordPress updates
- Server maintenance and security
- Performance audits
- Content Delivery Network (CDN)
- SSL certificates
- WP Engine GeoTarget
- WP Engine Staging
- Domain Mapping
- Git Push
- Onboarding and migration
- Secure FTP
- Slow WordPress performance
- WP Engine User Portal
Most requests can be resolved by searching for a corresponding article on our support garage. There, you will also find Information on how to reach out to our team directly.
We do not provide nameservers or email servers, and therefore do not support requests relating to DNS or inbound email. However, we do provide limited support on outgoing email from your WordPress install(s). To point your domain to us through your DNS provider, read our DNS configuration article.
Troubleshooting Plugins & Themes
We provide limited support on requests regarding third-party plugins and themes. We help identify issues that occur server side, analyze logs and other errors that could be helpful in addressing them. We also work with plugin and theme developers to identify and resolve issues that may be caused by a conflict of their plugin with how our infrastructure works. However, issues with functionality, bugs, and conflicts with WordPress core or your custom code are outside of our scope of support.
The WordPress.org forum is the proper channel to request support for free plugins and themes. You should address issues with paid plugins and themes with their developers.
WordPress Configuration and Features
We provide support on requests about basic WordPress configuration and features. We also provide help setting up WordPress and its features to ensure they work correctly within our environment.
General issues with the WordPress core codebase are outside our scope of support and can be reported directly to the WordPress core team.
These items are also outside of our scope of support:
- Site design issues and customization
- Web development and plugin customization
- Debugging custom code written for WordPress
- Search engine optimization (SEO)
- User management
For help with requests that fall outside our scope of support, you can reach out to our suggested WordPress partners and consultants, independent WordPress designers, and developers through freelance marketplaces like UpWork, Freelancer.com, or Fiverr. You can also contact code shops, such as Codeable.io, that will help with minor development tweaks for a small fee.
- WordPress configuration and development
- HTML/CSS resources
- WP Engine knowledgebase and FAQs
- Suggested WordPress consultants and developers
- WordPress Developer Resources