InMotion Hosting Technical Support is always willing to help. We aim to provide our valued customers comprehensive WordPress products, functionality, and troubleshooting support.
However, certain issues fall outside of the scope of our support.
Here, we will outline the specific Incidents and Service Requests that are covered by our Technical Support team for WordPress CMS (Content Management System), as well as the issues that fall Out of Scope (OOS).
Scope of Support Explained
-
Incidents
- One-off occurrences
EXAMPLE: You receive an error message or cannot log into your account.
- One-off occurrences
-
Service Requests
- Tasks that aren’t problems but still require Technical Support assistance
Out Of Scope Explained
- Tasks that our Team Members are not able to assist with or are not able to perform on your behalf
- However, we will do our best to provide you with the resources to help you find a solution on your own
- This includes but is not limited to
- Providing the actual error(s) that are contributing to the issue you are experiencing so you can provide that to a developer
- An article that would help you resolve the issue on your own
- The plugin's/theme's support page
- This includes but is not limited to
Incidents
Incident | Troubleshooting and Applicable Support Articles |
---|---|
White Screen of Death | |
Error Messages | |
Plugins |
|
Themes |
|
WordPress Core Issues |
|
Images |
|
.htaccess |
|
Hacks | |
Performance |
|
Caching Issues |
|
Service Requests
Service Request | Troubleshooting and Applicable Support Articles |
---|---|
Installation Assistance |
|
Plugin/Theme Installation Assistance | |
Page/Post Creation Assistance | |
Basic Customizer Assistance |
|
User Administration | |
Upgrades | |
Backups | |
Non-Server Security Issues |
|
Cloning of Website |
|
Out of Scope
Service Request | Specific OOS Topics |
---|---|
Themes |
|
Plugins |
|
Site Development |
|
Dashboard Issues |
|
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