Scope of Support

Entrecloud Platform and Features

We provide support coverage for the following issues:

  • Automatic WordPress updates
  • Performance audits
  • SSL certificates (LetsEncrypt)
  • Backups
  • Redirects
  • Domain Mapping
  • Git Push
  • Onboarding and migration
  • Secure FTP
  • Slow WordPress performance (basic troubleshooting)
  • Entrecloud Portal

Troubleshooting Plugins and 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 and 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.

Support Limitations

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)

Code Shops

For issues outside of our scope of support we recommend using the following third parties:

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