Support Policy

Effective Date: April 2026

Company: WP Bros (wpbros.dev)

1. Introduction

WP Bros is committed to providing excellent customer support across all our services. This Support Policy outlines what support we provide, available channels, response times, and scope of support for WordPress hosting, marketplace products, and professional services.

2. Support Availability

2.1 Support Hours

  • Email Support: 24/7/365 (response times vary by tier)
  • Chat Support: Monday-Friday, 9:00 AM - 6:00 PM GMT
  • Phone Support: Monday-Friday, 10:00 AM - 5:00 PM GMT
  • Emergency Support: 24/7 for critical hosting emergencies (UK business hours for initial contact)
  • Weekend/Holiday Support: Limited availability; emergency issues only

2.2 Support Accessibility

Support is accessible to all customers with active accounts. Complimentary support includes email and knowledge base articles. Premium support channels (phone, priority email) may require additional subscription or be included with higher-tier hosting plans.

3. Support Channels

3.1 Email Support

Primary Email: support@wpbros.dev

  • Available 24/7
  • Monitored by trained support staff
  • Create ticket from account dashboard
  • Track ticket status and responses anytime
  • Thread all communications together

3.2 Live Chat Support

Available on: wpbros.dev

  • Monday-Friday, 9:00 AM - 6:00 PM GMT
  • Quick responses for general questions
  • Live agents assist with account and billing issues
  • Chat transcripts sent via email for reference

3.3 Phone Support

Phone Number: +44 (0) 207 946 0958

  • Monday-Friday, 10:00 AM - 5:00 PM GMT
  • Speak directly with support specialist
  • Suitable for complex issues or urgent matters
  • Voicemail available outside business hours
  • International calling available

3.4 Support Ticket System

Access: Account Dashboard > Support

  • Ticket ID for reference
  • Priority level assignment
  • Escalation tracking
  • Estimated resolution time shown
  • Full conversation history

3.5 Knowledge Base

Access: help.wpbros.dev

  • Self-service troubleshooting guides
  • Video tutorials
  • FAQs and common solutions
  • Available 24/7
  • Searchable by topic or keyword

3.6 Community Forum

Access: community.wpbros.dev

  • Community-driven support
  • Share knowledge with other users
  • WP Bros staff monitor and respond when needed
  • Not guaranteed SLA response times

4. Response Time SLAs

4.1 Standard Email Support (Free with all plans)

Priority Level Response Time Examples
Critical 2-4 hours (24/7) Total site down, security breach, data loss
High 4-8 hours (business hours) Features not working, performance issues, errors
Medium 12-24 hours Minor functionality issues, configuration help
Low 2-3 business days General questions, feature requests, documentation

4.2 Premium Email Support (with higher-tier plans)

Priority Level Response Time
Critical 1 hour (24/7)
High 2 hours (business hours)
Medium 4 hours
Low 1 business day

4.3 Live Chat Support

  • Response time: 5-15 minutes during business hours
  • Available Monday-Friday, 9:00 AM - 6:00 PM GMT
  • Off-hours requests routed to email support

4.4 Phone Support

  • Answer time: within 5 minutes if available
  • Voicemail returned within 1 business day
  • Available Monday-Friday, 10:00 AM - 5:00 PM GMT

4.5 Note on SLAs

Response time SLAs apply only to initial response. Resolution time varies based on issue complexity. Complex technical issues may require multiple support interactions and longer resolution times. Emergency or critical issues may receive priority handling and higher resource allocation.

5. Scope of Support

5.1 Hosting Support Scope (What We Support)

We Provide Support For:

  • Account & Billing Issues: Login problems, billing questions, subscription changes, invoices
  • Hosting Infrastructure: Server access, resource allocation, uptime issues, server performance
  • WordPress Core: WordPress installation, updates, and core functionality
  • WP Bros Services: Our hosting features, backups, SSL certificates, CDN integration
  • Email Hosting: Email setup, forwarding, IMAP/POP configuration (if included)
  • Database Support: Database access, basic optimization, migration help
  • Security & Backups: Security setup, backup restoration, malware scanning (if included)
  • Server Configuration: PHP settings, domains, subdomains, FTP/SFTP access
  • DNS Management: DNS records, domain pointing, DNS propagation issues

Limited Support For:

  • WordPress Plugins: Compatibility issues with WP Bros services; cannot support all plugins
  • WordPress Themes: Compatibility check; not design customization
  • Custom Code: General troubleshooting; not custom development
  • Third-Party Integrations: Integration setup; not third-party product support

We Do NOT Support:

  • Custom Development: Coding, custom plugin/theme development (separate services available)
  • Plugin/Theme Support: Support comes from plugin/theme creators, not WP Bros
  • Content Issues: We don't manage your website content
  • Website Design: Design consultation or modifications (professional services available)
  • Performance Optimization: Advanced optimization beyond default hosting setup
  • User Training: Teaching WordPress basics (though knowledge base available)
  • SEO Services: SEO strategy or implementation
  • Marketing Services: Marketing consulting or execution

5.2 Marketplace Product Support Scope

Product Creator Responsibility: Marketplace products (themes, plugins, templates) are supported by their creators, not WP Bros. We provide:

  • Marketplace access and download facilitation
  • License verification and key delivery
  • Refund processing (per Refund Policy)
  • Platform troubleshooting (not product-specific issues)

Creator Support Includes: Check product description for specific support level, which may include:

  • Installation assistance
  • Compatibility verification
  • Bug fixes and updates
  • Feature documentation
  • Email support

How to Contact Creator: Product page includes creator contact information and support links

5.3 Professional Services Support Scope

Professional services (custom development, migration, consulting) come with specific scope defined in the service agreement.

  • Migration Services: We migrate your site to WP Bros hosting
  • Setup Services: We configure hosting and install WordPress/plugins
  • Custom Development: Defined in service agreement
  • Training: One-time training session(s) as agreed
  • Post-Delivery Support: Varies by service (typically 30-90 days)

Ongoing support beyond initial service period requires additional support subscription.

6. What Constitutes a Support Request

6.1 Valid Support Requests

  • Technical issues preventing website functionality
  • Account access or configuration problems
  • Billing or subscription inquiries
  • Hosting performance concerns
  • Error messages or warnings
  • Feature or feature configuration questions
  • Account security concerns

6.2 Out-of-Scope Requests

The following are not covered by support SLAs:

  • Feature requests or enhancement suggestions
  • Questions already answered in knowledge base
  • Duplicate requests for same issue
  • Requests for products/services outside our offering
  • General WordPress questions not related to hosting
  • Third-party product support

7. Support Quality and Escalation

7.1 Support Quality Standards

WP Bros support staff are trained to:

  • Provide accurate and helpful information
  • Understand your problem fully before suggesting solutions
  • Offer step-by-step guidance when needed
  • Follow up until issue is resolved
  • Be professional and courteous
  • Respect your privacy and security

7.2 Escalation Process

If your issue is not resolved within SLA timeframe or by initial support team:

Step 1: Request escalation in your support ticket

Step 2: Issue assigned to senior technician

Step 3: Senior technician reviews case and contacts you within 24 hours

Step 4: Enhanced troubleshooting and investigation

Step 5: Management review if still unresolved (rare)

7.3 Support Feedback

After issue resolution, you may receive a brief survey. Feedback helps us improve support quality:

  • Rate your experience 1-5 stars
  • Optional comments or suggestions
  • Feedback is reviewed by management
  • High-performing staff may be recognized

8. Support Documentation

8.1 Ticket Documentation

All support interactions are documented:

  • Complete conversation history in your ticket
  • Screenshots and logs attached
  • Solution steps clearly noted
  • Access to ticket history anytime
  • Email transcript of final resolution

8.2 Knowledge Base and Resources

We maintain comprehensive documentation:

  • Setup guides for all hosting plans
  • Troubleshooting articles
  • Video tutorials
  • Best practices
  • Security documentation
  • API documentation

9. Support Limitations

9.1 Service Limitations

WP Bros support has the following limitations:

  • We cannot guarantee resolution of all issues
  • Complex issues may take longer to diagnose
  • Some issues may require third-party involvement
  • Support is delivered as-is without warranties

9.2 Account Suspension

Support may be limited or unavailable for:

  • Accounts under investigation for abuse
  • Accounts with unpaid invoices (billing support available)
  • Accounts suspended for Terms of Service violations
  • Accounts associated with fraud or illegal activity

9.3 Capacity and Priority

During periods of high support volume:

  • Critical issues receive priority
  • Response times may slightly exceed SLA
  • We communicate delays transparently
  • Premium support customers may receive priority queuing

10. Support Code of Conduct

10.1 Customer Responsibilities

For the best support experience, customers should:

  • Provide clear, detailed problem descriptions
  • Include relevant error messages and screenshots
  • Follow troubleshooting steps suggested by support
  • Be patient with support team (we aim to help)
  • Communicate respectfully

10.2 Unacceptable Behavior

WP Bros reserves the right to limit or terminate support for customers who:

  • Are abusive, threatening, or disrespectful
  • Repeatedly demand services outside scope
  • Make excessive support requests (support spam)
  • Provide false or misleading information
  • Attempt to manipulate or deceive support staff

11. Support Costs

11.1 Complimentary Support

The following are included with all hosting plans at no additional cost:

  • Email support with published response time SLAs
  • Access to knowledge base articles
  • Community forum access
  • Hosting-related technical support

11.2 Premium Support Options

Available for additional fees:

  • Phone Support: Included with premium hosting plans
  • Priority Email Support: Faster response times
  • Dedicated Support Account Manager: Direct contact for enterprise customers
  • Professional Services: Custom development, migration, training (priced separately)

11.3 Paid Support Services

Additional billable services available:

  • Custom plugin/theme development
  • Website migration from other hosts
  • Performance optimization
  • Advanced security setup
  • Staff training and consulting

For pricing and availability, contact support@wpbros.dev

12. Support Policy Updates

WP Bros may update this Support Policy at any time. Changes become effective upon publication. Material changes are communicated via email or prominent website notice. Your continued use of services after changes indicates acceptance of the updated Support Policy.

13. Contact and Feedback

Support Email: support@wpbros.dev
Phone: +44 (0) 207 946 0958
Knowledge Base: help.wpbros.dev
Website: https://wpbros.dev

We appreciate feedback on our support services. Please share your suggestions with our support team or contact management@wpbros.dev.