Our team of WordPress experts is available through business-hours (Eastern Time) Live Chat or phone to assist you with your account and your WordPress installs hosted with us. To ensure we deliver an outstanding level of service, we are proud to provide assistance on a wide array of requests relating to our platform and the value-added features we offer.
This document will help clarify the type of requests that fall within our scope of support and which do not. Please reach out to us if you need assistance with anything related to the WordPress installs you host with us. We are always happy to hear from you.
We provide support coverage to our customers through the channels listed below:
- Live Chat – Business-hours – 9am-5pm, Monday-Friday, EST
- Phones – Business-hours, 9am-5pm, Monday-Friday, EST
We work through queue-based support systems that enable us to handle requests in the order in which we receive them, however, if you need to escalate or prioritize a request due to its urgency, please reach out to us through our phone support line or live chat.
THE FOXPRESS PLATFORM & FEATURES
We provide support for our platform and the features unique to Foxpress Hosting. These include:
- Automatic WordPress updates
- Server maintenance and security
- Performance audits
- Content Delivery Network (CDN)
- SSL certificates
- Staging sites
- Domain Mapping
- Onboarding and migration
- Slow WordPress performance
- Foxpress User Portal
We do not generally support requests relating to DNS or inbound email unless you have a foxpress hosted email plan. However, we do provide limited support on outgoing email from your WordPress install(s).
TROUBLESHOOTING PLUGINS & THEMES
We provide limited support on requests regarding third-party plugins and themes. We help identify issues that occur server-side, analyze logs and other errors that could be helpful in addressing them. We also work with plugin and theme developers to identify and resolve issues that may be caused by a conflict of their plugin with how our infrastructure works. However, issues with functionality, bugs, and conflicts with WordPress core or your custom code are outside of our scope of support.
The WordPress.org forum is the proper channel to request support for free plugins and themes. You should address issues with paid plugins and themes with their developers.
WORDPRESS CONFIGURATION & FEATURES
We provide support on requests about basic WordPress configuration and features. We also provide help setting up WordPress and its features to ensure they work correctly within our environment.
General issues with the WordPress core codebase are outside our scope of support and can be reported directly to the WordPress core team.
These items are also outside of our scope of support:
- Site design issues and customization
- Web development and plugin customization
- Debugging custom code written for WordPress
- Search engine optimization (SEO)
- User management
For help with requests that fall outside our scope of support, please reach out to Foxpress Design to provide a quote.