Support Scope
Support Channels
our customer portal or by sending an email to support@wpaligned.com. Support requests are dealt with using a queue-based system which allow the support staff to handle tickets in the order in which they are received. Critical issues must be submitted via your account to set the urgency of the request. All emailed tickets automatically are categorized as low/normal.
Slack is not an official support channel and should not be treated as such.
Support Response Time/SLA
All tickets with less than critical urgency are handled on a first in/first out manner. These tickets will receive an initial response within 1 business day. Most tickets are resolved immediately. We aim for tickets to be resolved within 2 business days. Some tickets may take longer depending on the issue.
Critical tickets are prioritized due to their severity.
Only critical tickets will be addressed during holiday hours and may have a longer than normal response time.
What Is A Critical Ticket?
A critical ticket is when your site is down and completely inaccessible due to server error.
Support Limitations
Our support team is happy to provide errors found within our logs and will always provide general advise when we're able to do so. Directly supporting all the plugins and themes both free and paid which are available for WordPress is not feasible. You can always ask on the off chance we are familiar with that particular plugin/theme, but most likely we will direct you to the developer's support system.
Support for free plugins/themes?
Submit your request on the associated page at wordpress.org.
Support for premium plugins/themes?
Submit a ticket with the developer of those products.
Support for your custom code?
Speak with the developer of the code. If the original developer is unavailable, WPA can provide a quote to address custom code issues on a case by case basis.
Support for WordPress Core?
Submit these issues directly to the WordPress Core team
Other examples outside the scope of support:
- plugin installation/troubleshooting/configuration
- search engine optimization (SEO)
- site loading speed
- design/layout and customization issues
- custom SQL queries and database management
This is not a complete list and may change at any time