VIP – Support Service Description

Effective February 10, 2017

WordPress.com VIP’s Support Service includes the following:

  • Consultation for clients hosting their own installation of WordPress (“self-hosted”).
  • Unlimited access to WordPress.com VIP’s support portal (via Zendesk). Response Time pursuant to the Response Time specified on your Order Form.
  • Expert Guidance on WordPress scaling, security, and development.
  • WordPress.com VIP’s engineers work with your engineers to ensure your sites are optimized and secure.
  • Support Seats model is one seat equals one contact person. When you sign up for a support contract you will specify a contact person who will be interacting with us. If you would like to have multiple people interact with us, you will need to buy multiple Support Seats. With a single contact you may also specify an alternate for instances where your main contact is unavailable.
  • Assist in the design of this project, utilizing WordPress.com VIP’s team expertise and experience working on similar WordPress builds with enterprise clients.
  • Systems and architecture guidance and setup, leveraging the Automattic systems team.
  • Hosting and infrastructure planning.
  • Development of best practices for WordPress, including theme and plugin development.
  • Guidance in leveraging open source tools, such as the Theme Customization API and WP REST API to ensure a seamless end-user experience.
  • Security and scalability best practices, leveraging WordPress.com VIP’s experienced WordPress / PHP developers.
  • Guidance in building a long-term strategy for development, operation and maintenance of enterprise WordPress sites, including but not limited to update strategies, plugin selection and vetting, and insight into future platform development.

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Let us lead the way. We’ll help you select a top tier development partner. We’ll train your developers, operations, infrastructure, and editorial teams. We’ll coarchitect your deployment processes. We will provide live support for peak events. We’ll help your people avoid dark alleys and blind corners, and reduce wasted cycles.