General ticket guidelines

VIP is here to help anytime you have a technical issue that needs investigating, and we strive to respond as completely and as accurately as possible. By working together with us and following the guidelines outlined on this page, we will be able to troubleshoot and investigate a reported issue to reach a timely resolution. Not sure how to report a problem? The best way is to head over to your support dashboard, and submit a ticket.

All set? Let’s get started.

  • In the body of your request, include the domain name(s) that correspond to the VIP Go environment you are referring to.
  • Please open up a new ticket for each individual request.
  • Note that we reserve “Urgent” tickets for times when there are important security issues or your site cannot be accessed. Please refrain from using the “Urgent” indicator otherwise.
  • If the ticket submitted has insufficient information, this will increase the feedback cycle time for resolving the issue.

Prior to submitting a ticket

Please collect the following information:

  • What steps have you taken to investigate this issue so far?
  • What have you determined from looking at New Relic?
  • What have you determined from using the Query Monitor?
  • Is the site down for everyone, or just you?
  • Have you isolated advertisements or other third-party content as possible sources of the problem?
  • Have your developers replicated this issue on non-production environments?

Submitting a ticket

Please send along the information gathered in the previous step, along with:

  • URLs affected: front end, wp-admin, or both?
  • Steps to replicate the issue – this very important so we can start analyzing the problem right away.
  • Description of issue + supporting screenshots, error messages, and support details if applicable.
  • What is the expected behavior?
  • How does the actual behaviour differ from the expectation?
  • Timings of issue occurrence.
  • Impact/number of users affected?

Additional and supporting information

  • Which network are affected users on? e.g. office, home, mobile
  • Which browser(s) the issue is appearing on?
  • If one user, what is the user’s source IP? http://whatismyip.akamai.com/
  • If one or more users only, usernames of the affected users?
  • Have there been recent deployments?
  • Have there been network changes on your side? (e.g. incl. DNS if applicable or internal network)
  • A traceroute and HTTP headers
  • HAR file for the failing or problematic requests
  • Screen share or videos demonstrating the issue

Retiring sites from VIP Go

When you wish to retire a site from VIP Go, we ask that you notify the VIP team via a support ticket 30 days in advance of the site retirement date. At the end of this period, we will normally retire the site(s) along with the non-production environment(s) and update your account’s billing details as per our agreement.

In the case of selective retirement of subsites within a Multisite, we will delete/archive the requested sites and production monitoring for these subsites sites will be disabled.

In order to archive or migrate the site to other hosting, you will need several elements, and we cover these below.

Codebase / GitHub repository

You may wish to first read  about the structure of your VIP Go codebase.

If the GitHub repository will no longer be used by an active VIP Go site, once the site(s) have been retired, the associated GitHub repository will be removed as well so please ensure you have a local copy of the repository saved. You can either download a copy of the code in your VIP Go repository as it is, clone a copy of the Git repository, to retain the version history and all changes, or we can transfer the repository to your GitHub account, to retain all version history, GitHub issues, GitHub pages, etc.

Download a copy of your codebase

  1. Navigate to your VIP Go repository on GitHub
  2. Select “Clone or Download” from the front page of your repository
  3. Select “Download ZIP”
  4. Check the contents, and save the file

Clone your repository

GitHub maintains documentation on cloning a GitHub repository.

Transfer a repository

If you would like to transfer your VIP Go repository to your GitHub account, please contact us; read more about repository transfers.

Files and data

If you would like an archive of all files that have been uploaded to your site, please contact us. The archive will be supplied with the same directory structure as the file uploads. The data will be supplied as SQL from the mysqldump client.

Accessing VIP support

The following tools help you navigate the VIP Go environment and to communicate with the VIP Team.

1. Your Support Dashboard

Your welcome email from WordPress.com VIP includes a link to click through and log into your support dashboard. This is the best method to communicate with VIP on technical or urgent issues. By logging in, you can easily see all of the communication between VIP and your organization.

Before opening a ticket, please ensure you follow our ticket guidelines.

2. Your VIP Go Dashboard

You can access this by heading over to your site’s admin panel and clicking the “VIP” tab. From here, you can easily jump to VIP Documentation, hop to VIP Lobby to see if there are any updates, and find other handy links. You can also use this dashboard to open tickets with VIP support.

3. VIP Documentation

Our VIP Go Documentation site is an important resource to share with your development team. It includes information on how to submit a theme for review, and how to access your code.

4. VIP Lobby

It’s very important that all members of your team subscribe to the VIP Lobby. This is where we post security updates, upgrade notices, and actionable items. We also post our private parties and workshops here! To ensure you receive the latest updates, you’ll want to subscribe to new posts. When logged in, you can do this by clicking “Subscribe to Email Updates” or the “Follow” button in the bottom right-hand corner.

5. VIP News

Wondering what innovative things our other VIP clients are doing, or what new features we are building out? Be sure to visit our VIP News site, where we share interesting case studies, important new features, and updates about WordPress core.

Ready to get started?

Drop us a note.

No matter where you are in the planning process, we’re happy to help, and we’re actual humans here on the other side of the form. 👋 We’re here to discuss your challenges and plans, evaluate your existing resources or a potential partner, or even make some initial recommendations. And, of course, we’re here to help any time you’re in the market for some robust WordPress awesomeness.