Platform care
The engineers who
build
the platform also answer
your tickets
Get around-the-clock enterprise support from a globally distributed team
of WordPress engineers. Less help desk, more technical guidance.
Already a customer?
Supporting over 1,300 enterprises worldwide
WordPress VIP platform care is serious WordPress support from engineers around the world, many of whom help build WordPress itself. You can reach the team 24/7 by ticket, and on Enhanced plans, by Slack and email too. They help with WordPress core, the VIP platform, your themes and plugins, slow performance, DDoS investigations, security reviews, and downtime monitoring.
What dev-led platform care looks like
Your incidents won’t wait for business hours.
Neither will VIP support.
Enterprise sites don’t break on a schedule. WordPress VIP runs support 24/7/365 with engineers working across every time zone, not a night shift routing tickets to a queue.
Ticket-based support on every plan, with response times backed by SLA
Slack and email channels on Enhanced plans for real-time, direct communication
Bots for instant answers and humans for everything else, assisted by AI to resolve issues faster
Escalations that reach engineers who maintain the
platform
A support model that doesn’t wait for something to break
Most enterprise support models are reactive: something breaks, you file a ticket, you wait. Proactive platform care means the best support interaction is the one that never happens.
WordPress VIP invests in onboarding, training, community, and monitoring. Not because they’re upsells, but because they reduce the tickets your team would otherwise need to file.
Equip your team with structured onboarding, free developer training in VIP Learn, and a community of practitioners in the Customer Hub.
Add proactive monitoring with failover and disaster recovery on Enhanced plans.
Offload DDoS and downtime monitoring to VIP. We flag suspicious traffic, issues, and outages as they happen and work with your team to resolve them.
Connect AI tools, configure LLM access controls, and build on model context protocol with a VIP engineer alongside.
Your support engineer contributes to the same codebase your site runs on.
Most CMS support is staffed with generalists who triage and escalate. Your ticket passes through layers before it reaches someone who can read the code.
VIP support engineers are developers first, and many help build WordPress itself. Post meta, API calls, PHP upgrades, VIP infrastructure, themes, Gutenberg blocks, user management — they’ve handled it all for some of the biggest organizations in the world.
No two high-profile sites are alike, so we build an engagement plan around your goals and work with you as you hit your milestones. That’s the gap between managed hosting and real developer-to-developer enterprise support.
Debugging support
When it counts, you need an engineer who can read the stack trace
Enterprise applications produce problems that don’t show up in testing. Debugging support* gives your team direct access to VIP engineers who investigate at the code and infrastructure level.
*Debugging support is an Enhanced tier feature. See plan details
Performance debugging
Identify and resolve slow queries, caching issues, and resource bottlenecks with platform-level tooling.
Deep troubleshooting
Investigate complex application issues at the code level, going beyond surface-level diagnostics.
Theme and plugin support
Analyze compatibility, resolve conflicts, and get recommendations tailored to your specific stack.
Security review
Surface and fix vulnerabilities in custom code, themes, and plugins before they become problems.
Architectural guidance
Plan application structure, scaling patterns, and performance optimizations with expert guidance.
Named Customers’ Choice in the Gartner Voice of the Customer Report for Web
Content Management.
Measurable Benefits
The numbers behind platform care
Platform care isn’t a cost center. It’s a measurable benefit for you: less development overhead, faster
time to production, and lower total cost of ownership. The Forrester Total Economic Impact study
quantified it.
45
%
lower development costs compared to closed DXP alternatives
$3.48M
total economic impact
over 3 years
415
%
total ROI
$2.8M
net present value
Outcomes from teams of 10
and teams of 100,000
VIP’s proactive investment in onboarding and education produces concrete results. Not just fewer tickets, but faster teams.
Her Campus Media
Reduced development overhead by 90% after debugging and technical support shifted from their team to VIP.
“WP Engine’s level of support once worked for us, but we needed a platform and customer support that would evolve with the changing needs of our organization.”
David Lievense
Director of Product Engineering and IT,
Her Campus Media
The Times
Revamped workflows using WordPress VIP, improving efficiency by 34% and lowering CMS training from 2 days to 30 minutes.
34%
more workflow efficiency
VentureBeat
Fixed ongoing problems and reduced site response time to a tenth of what it had been before migrating.
“Basically it’s like we hired another engineer. We have an extra level of QA on our code now by people who actually know what they’re looking at, which helps a great deal.”
Steve Tidwell
Director of Technology, VentureBeat
Meta
Launched a WooCommerce campaign in under a month compliant with Facebook’s enterprise security standards.
30
days to spin up a secure commerce campaign
2020 Democratic National Convention
Offloaded maintenance and security concerns to WordPress VIP during the first virtual political convention in U.S. history.
“Everything from your edge servers and CDN to your security teams and pen testing — all of it gave me a sense of calmness to say, ‘Okay. We have a partner who can just go handle this.’”
Andrew Binns
COO, 2020 Democratic National Convention
Frequently asked questions
What support channels are available?
All VIP customers get 24/7 access to the global support engineering team via the ticket system. Enhanced plans add Slack and email channels for faster, more direct communication.
Who provides WordPress VIP support?
A globally distributed team of engineers, many of whom are core contributors to WordPress. Support is developer-to-developer: that means your tickets are handled by engineers who understand WordPress at the code level, not generalist help desk staff.
What is the difference between platform care and professional services?
Platform care is the support and proactive care included with your VIP plan: 24/7 ticket support, upgrades, monitoring, onboarding, training, and community access. Professional services are paid engagements for specific outcomes, like migration, performance analysis, architectural consulting, or launch support. Platform care keeps your site running; professional services help you grow.
What does debugging support include, and is it available on all plans?
Debugging support includes performance debugging, deep troubleshooting, and developer-to-developer technical assistance. It’s available on Enhanced plans. See the pricing page for plan details.
Trying to contact WordPress
VIP support?
If you’re already a VIP customer, head directly to the support portal.
Your support team is standing by.
See what enterprise WordPress
support looks like
A walkthrough covers your support requirements, team structure, and how platform care fits your operations. Developer to developer, starting with this conversation.