Understanding hosting support

Hosting support is the support included with eligible active hosting services from WP Performance Hosting.

It covers the hosting service itself. It does not automatically include every website task, WordPress issue, WooCommerce issue, content change, plugin problem or third-party service issue.

This guide explains what hosting support usually covers, what may require a care plan, and what may need a paid support task or separate quote.

What hosting support covers

Hosting support may cover issues directly related to your active hosting service.

This may include:

• Hosting account access

• Client portal access related to your service

• Hosting service availability

• Server-side issues affecting the hosting service

• SSL certificate support where included

• Backup availability where included

• Hosting package or service questions

• Basic account administration

• Billing questions related to the hosting service

• Basic hosting setup guidance

Hosting support is focused on keeping the hosting service available, accessible and working as expected within the limits of the plan purchased.

cPanel email support

Where your hosting plan includes cPanel email, hosting support may include basic help with:

• cPanel email mailbox creation

• Mailbox access details

• Basic email configuration guidance

• Hosting-side email issues

• Email DNS records where relevant to the hosting service

This does not automatically include:

• Email migration

• Moving old inbox history

• Inbox cleanup

• Device setup

• Outlook setup

• Apple Mail setup

• Gmail app setup

• Phone setup

• Google Workspace administration

• Microsoft 365 administration

• Third-party email platform administration

Manual Email Setup may be available if you need hands-on help with mailbox setup or hosting-side email DNS configuration.

Domain and DNS support

Where domain services are purchased or managed through WP Performance Hosting, support may include basic help with:

• Domain registration questions

• Domain renewal questions

• Nameserver guidance

• Domain record guidance

• Connecting a domain to your hosting service

If your domain or DNS is managed by another provider, support may be limited to general guidance unless paid support or Manual Email Setup has been agreed.

Hands-on work with third-party registrars, external DNS providers, external email platforms or complex DNS issues may require a paid support task or separate quote.

What hosting support does not automatically include

Standard hosting support does not automatically include website-level work.

This means hosting support does not automatically cover:

• WordPress core updates

• Plugin updates

• Theme updates

• Plugin troubleshooting

• Theme troubleshooting

• WooCommerce configuration

• Checkout troubleshooting

• Contact form fixes

• Content edits

• Image changes

• Design changes

• Layout changes

• Custom code work

• SEO work

• Copywriting

• Malware cleanup

• Website rebuilds

• Third-party platform administration

• Email migration

• Device setup

Some of these tasks may be covered by a care plan, paid support task, emergency fix or separate quote.

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 conflicts

• WooCommerce settings

• Checkout issues

• Website errors

• Form issues

• Page layout problems

• Content changes

• Performance issues caused by plugins or code

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

When a care plan may be needed

A care plan may be useful if you want ongoing help with WordPress or WooCommerce maintenance.

WordPress Care Plans may help with:

• WordPress updates

• Plugin and theme update checks

• Backup checks

• Security checks

• Website health checks

• Basic troubleshooting

• Smaller website tasks on higher tiers

WooCommerce Care Plans may help with:

• WordPress updates

• WooCommerce updates

• Plugin and theme update checks

• Store health checks

• Basic store troubleshooting

• Smaller WooCommerce tasks on higher tiers

Care plans are separate from hosting.

When paid support may be required

A paid support task or separate quote may be required when the request falls outside included hosting support or outside your active care plan.

Paid support may be needed for:

• Website migrations

• Hands-on DNS setup

• Manual Email Setup

• Plugin or theme conflict investigation

• Website repairs

• WooCommerce troubleshooting

• Form fixes

• Malware cleanup

• Performance optimisation

• Content or layout changes

• Third-party integration setup

• Custom code work

• Emergency fixes

If paid work is required, WP Performance Hosting may confirm the scope, cost and timing before work begins.

Emergency or urgent issues

Some urgent issues may be handled separately depending on availability, account status, access, urgency and payment status.

Urgent issues may include:

• Website offline

• Critical WordPress error

• WooCommerce checkout failure

• Serious malware warning

• DNS issue affecting the website

• Email disruption affecting business use

Emergency support is not guaranteed to be available at all times unless agreed in writing.

Emergency work focuses on restoring access, stability or core functionality where possible. It does not automatically include long-term remediation, redesign, full optimisation, reporting, training or future prevention work.

How to request support

Existing customers should submit support requests through the client portal.

Client portal link:

https://client.wpperformancehosting.com/

When opening a support ticket, include:

• Your domain name

• The affected service

• A clear description of the issue

• When the issue started

• Any recent changes made

• Screenshots or error messages if available

• Whether the issue affects hosting, email, DNS, WordPress, WooCommerce or billing

WP Performance Hosting will review the request and confirm whether it is included with hosting, covered by a care plan, treated as paid support, or outside the included service scope.

Need help understanding your support options?

If you are unsure whether a request is included, open a client portal ticket and explain the issue clearly.

Support scope depends on the service purchased, active plan, account status, access available and the nature of the request.