It’s one of the most common questions we’re asked, so here’s a clear answer.
What our support covers
Our support covers the services we provide: your hosting, email, domains, servers and control panel. If something’s wrong with any of those, we’ll fix it.
Third-party software
Support doesn’t cover third-party software such as WordPress, Joomla, Magento or OpenCart, or their plugins and themes, unless the fault is caused by our platform. These are made by other developers, and fixing problems inside them – for example a plugin conflict or a theme error – is outside what our support includes.
That doesn’t mean we’ll leave you stuck. We may help further at our discretion, or for an agreed fee. If you’re not sure whether a problem is with WordPress or with our hosting, just ask – we’ll check our side first.
Keeping your WordPress site healthy
Keeping software you install up to date – including WordPress and its plugins and themes – is your responsibility, and it’s the single most important thing you can do for your site’s security. A few good habits:
- turn on automatic updates for WordPress, and update plugins and themes regularly
- remove plugins and themes you don’t use
- turn on two-factor authentication
- keep your own backups as well as ours
For extra protection, we offer Patchstack, which monitors your WordPress site for vulnerabilities and can apply virtual patches. You can order a Patchstack site licence and we’ll install it for you.
The full wording is in clauses 8.4 and 11.1 of our Terms of Service.
Any questions about this? Please contact our support team and we’ll be happy to help.
