24/7 · WordPress engineers · named ownership
When the signal moves,
an engineer moves with it.
Support is part of the operating layer, not a queue beside it. The people answering can inspect the server, application and database, and one named account owner keeps the full history.
Channels
Open a route.
Keep one owner.
Choose the fastest channel available on your plan. The incident history and ownership stay with the same team whichever route you use.
Email and ticketA real engineer owns the request through resolution.
24/7 intakeLive chatTalk to the team while the failure context is still fresh.
24/7Pre-sales and FAQPlatform, performance and security answers before you commit.
Always availableNew requestShare the site, symptom and when it started.
Contact supportOwnership map
Clear boundaries.
No responsibility gaps.
We own the runtime and the technical incident path. Your product team owns the product decisions. When a failure crosses the boundary, we diagnose the root cause and hand over evidence instead of a guess.
The operating runtime
- Infrastructure and availability
- Security controls and patching
- Performance, backups and recovery
- Technical incident diagnosis
The product direction
- Feature and content decisions
- Design changes and new functionality
- Third-party commercial relationships
- Business acceptance after a fix
Elevated response
Beyond the
standard channels.
Add the coordination, telemetry or commercial guarantee your incident profile demands. Each tier closes a different gap.
-
01
COORDINATION
Private Slack room
Up to three client users coordinate directly with support and DevOps during onboarding, configuration and outages. -
02
VISIBILITY
Custom telemetry
Real-time system, PHP-FPM, HTTP and database metrics with alerts delivered through email or Slack. -
03
GUARANTEE
Enhanced SLA
Faster response targets and a 100% availability commitment that takes precedence over the standard agreement.Read the Enhanced SLA →
- Uptime monitoring
- 24/7 proactive
- Alert route
- Engineer + Slack
- Enhanced availability
- 100%
- Failover
- Automatic
Need an engineer now?
Start with the signal.
We will own the path.
Tell us which site, what changed and when the symptom began. The request lands with the people who can inspect the full stack.