Product Definitions

Below are the definitions for WordPress VIP’s Platform, Analytics, support, and professional service offerings. WordPress VIP customers require a baseline Platform Package, and may add optional Support and Service add-ons.

Platform Packages

Platform Packages are tiered, based on usage. Set SLAs and number of applications are outlined on your WordPress VIP Order Form.  All Platform Packages include the WordPress VIP Platform, Developer Tooling, and Platform Support as defined below.

WordPress VIP Platform

A managed, containerized Platform as a Service for hosting WordPress based Digital Experiences, including:

• Managed WordPress installation, with security and non-security updates and incremental backups
• VIP Files Service with unlimited storage
• VIP CDN (Content Delivery Network) with unlimited bandwidth, DDoS protection

WordPress VIP Developer Tooling

An integrated set of tools delivered via the VIP Dashboard and VIP-CLI, focussed on efficiently developing at enterprise scale:

• Managed production and non-production environments on the WordPress VIP Platform
• GitHub-based development and deploy workflows
• Code scanning bringing WordPress VIP expertise to your team via continuous integration

Platform Support

WordPress VIP will provide technical support for the WordPress VIP Platform, WordPress VIP Developer Tooling, WordPress Core, and WordPress VIP’s MU (Must Use) plugins.

Platform Support does not include support for your WordPress theme(s), plugin(s), or custom application(s).

Ticket SLAs

WordPress VIP’s Ticket Service Level Agreements (SLAs) define how quickly we will respond to your support ticket(s). The SLA covers the initial acknowledgement and response to the ticket, but does not cover the resolution of the ticket, as this is highly dependent on the nature of the ticket itself. Ticket SLAs vary by package, and your specific Ticket SLA is outlined on your Order Form. Ticket SLA improvements can be purchased via a Ticket SLA Booster, defined below.

Uptime SLAs

WordPress VIP’s Uptime SLAs define the percentage of monthly uptime availability for the WordPress VIP platform. Uptime SLAs vary by package, and your specific Uptime SLA is outlined on your Order Form. The performance requirements are outlined in the WordPress VIP Cloud Hosting Service Level Agreement. Uptime SLA improvements can be purchased via an Uptime SLA Booster, defined below.

Applications

A WordPress VIP Go Application includes one production environment and two non-production environments. For WordPress Applications, we can provide either single-site or multisite configurations of WordPress. Your number of included Applications is outlined on your Order Form. Additional Applications or non-production environments may be purchased from your WordPress VIP Account Executive or Relationship Manager.

Usage Metrics

To measure your usage of our platform, WordPress VIP tracks HTTP Requests, “Requests.” An HTTP Request, also known as a web request, can be for HTML web pages, static resources like images, JSON data sent by APIs, and much more. We categorize Requests as follows:

Application Requests

• Definition: Requests where the response has a content type of HTML or XHTML
• Examples: web page views, redirects, 404 Not Found, editorial activity

API Requests

• Definition: Requests where the response has a content type of JSON
• Examples: REST API, GraphQL API

Static Requests

• Definition: Requests that don’t fall into the above definitions
• Examples: CSS, images or JavaScript

Application Requests and API Requests count towards your platform usage.

Requests from within Automattic and WordPress VIP infrastructure, and Static Requests do not count towards your platform usage.

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Parse.ly Product Definitions

Parse.ly Content Helper

The Parse.ly Content Helper (PCH) brings data about your content into WordPress Admin. The PCH helps you make authoring decisions by adding content performance context to the place where you draft and edit. It is included in the WordPress VIP Platform. 

Parse.ly Content Analytics Dashboard

The Parse.ly Content Analytics Dashboard allows users to measure content performance and improve content strategy on the Monitored Domains and Applications. The dashboard includes content metadata (e.g. title, tags, author, and more) and content performance metrics (e.g. page views, engaged time, visitors, and more). 

Content Performance Package

The Content Performance Package includes the Parse.ly Content Analytics Dashboard and the following features:

• Guided integration with support from the Parse.ly integration team
• Metadata extraction
• Content performance metrics

Content Value Package

The Content Value Package includes everything in the base Content Performance Package and adds the following features: 

• Conversions and Attribution Reporting 
• Audience Segmentation 

Content Advocacy Package

The Content Advocacy Package includes everything in the Content Value Package and adds the following features: 

• Geographic Segmentation 
• Video Tracking 
• Additional Channel Tracking 

Parse.ly Content API

The Parse.ly Content API allows Customers to serve content recommendations on their websites and export aggregated content data from Parse.ly to the Customer’s internal tools. It includes a Site ID (API Key) for your website and corresponding secret parameter and access to the Parse.ly API Endpoint. 

Parse.ly Data Pipeline

The Parse.ly Data Pipeline allows Customers to stream real-time user interaction data to their internal tools via standard AWS APIs (S3 for historical data and Amazon Kinesis Streams for real-time data).

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Support Add-ons

Application Support

Application Support is developer-to-developer support. WordPress VIP will help your developers identify and debug issues at the application layer, working to help resolve problems caused by your Theme and Plugin code. As part of this support, we can provide debugging assistance, answer questions related to your WordPress application code, guide your team on best practices, offer advice or recommendations on code issues, and we may occasionally make minor code updates to temporarily address problems.

Application Support includes WordPress VIP’s Code Quality program, providing access to WordPress VIP Engineers to review code changes on an as-needed basis. We’ll provide advice aimed at guiding your development team to be more knowledgeable at developing for WordPress at scale.

Application Support does not include theme or plugin development by WordPress VIP engineers. Ultimately, your development team will be responsible for resolving issues with code and/or architectural changes.

Ticket SLA Booster

Each platform package includes a set ticket SLA, as listed on your Order Form. If you’d like an improved ticket SLA you can purchase a Ticket SLA Booster from your WordPress VIP Account Executive or Relationship Manager.

Uptime SLA Booster

Each platform package includes a set uptime SLA, as listed on your Order Form. If you’d like an improved uptime SLA you can purchase an Uptime SLA Booster from your WordPress VIP Account Executive or Relationship Manager.

Woo Package

Run WooCommerce on the VIP Platform with this package. Includes:

• 99.99% uptime SLA
• 8-hour non-urgent ticket SLA
• 15-minute urgent ticket SLA
• Platform Support

*Application and Premier Support are available as optional (paid) extras.

The WooCommerce plugin and extensions purchased on WooCommerce.com (Products) are provided ‘as-is’. We can help you install, configure and use the Products. Please make efforts to troubleshoot your own application using the support materials and documentation located at https://docs.wpvip.com/ prior to reaching out to us for assistance. We can not help implement customizations or debug problems in your custom application unless you purchase a relevant support upgrade (Application Support or Premier Support).

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Professional Service Add-ons

Launch Day Services

A Technical Account Manager (TAM) will provide detailed launch guidance and advice on best practices and planning for a smooth go-live day on WordPress VIP. Your TAM will also be available for live chat support on launch day.

Migration Services

In addition to Launch Day Services, our expert staff will provide added support to your development team as you migrate your WordPress sites to WordPress VIP including assistance with content, media, database, and code imports. Additionally, we will provide guidance on site redirects and quality assurance testing to make sure everything is ready for go-live. Migrations are more predictable and more likely to be delivered on time with our Migration Services.

Performance Evaluation

The WordPress VIP Team will assess customer needs and goals related to performance, conduct performance testing and identify opportunities for the customer to improve the performance of its WordPress VIP hosted website. The deliverable for the engagement will be a performance report, engineering analysis and detailed action plan that includes specific ordered technical steps designed to empower the customer to accomplish their stated goals. The total engagement shall not exceed one month in length.

High-Traffic Event Planning

An experienced WordPress engineer and technical account manager will help you prepare your applications to better stand up to the heightened demands associated with high-traffic events and the unique behaviors that surface during critical moments. The service includes load testing, deep application-level analysis, and recommendations for improvement, where applicable.

If recommendations surface that are critical to successfully navigating a high-traffic event, WordPress VIP will provide guidance on strategy and best practices for your implementation of those recommendations and conduct a follow-up assessment to evaluate progress.

WordPress VIP will provide the following deliverables as part of this service:

• An engagement planning document–including timelines, deliverables, and anticipated outcomes.
• A technical report including various performance-related data, load test results, observations, detailed analysis, and (if applicable) engineering-backed recommendations to prepare for the high-traffic event. 
• A follow-up report that evaluates performance of your application before and after the recommendations made by WordPress VIP.
• A post-event recap report that summarizes how the high-traffic event went with any recommended follow-up actions.

Customers can also upgrade the service for an additional fee to include real-time coverage of the event from WordPress VIP staff.

Architectural Consulting Service

The WordPress VIP Team will assess customer needs and goals for one or more agreed upon topics concerning customer’s application architecture. WordPress VIP will conduct research and discovery on the topic(s) in collaboration with the customer, and deliver relevant recommendations to the customer including technology selections, architectural plans, and product requirements, as appropriate. The deliverables for each engagement will include an executive summary of findings and insights, a technical report, and an action plan for recommended engineering work or technology implementation. Each engagement shall take approximately six weeks unless otherwise agreed upon.

Training

The WordPress VIP team will work with you to up-skill your engineering team through virtual or on-site training workshops. We have training modules on a range of technical topics such as WordPress best practices, theme development, the WordPress block editor, REST API, GitHub/WordPress VIP platform workflow and more.

Premier Package

The Premier Package is an all-encompassing package for clients seeking the highest-level of WordPress VIP support and services from a dedicated team, and who have ongoing technical consulting needs. This package is ideal for enterprise teams with continual development and demanding applications. The Package includes:

Support

• Application Support
• 99.99% uptime SLA
• 4-hour non-urgent ticket SLA
• 15-minute urgent ticket SLA
• Enhanced Communication Package including shared Slack channel and private collaboration site

Professional Services

• Technical Account Manager
• Dedicated support team
• Annual on-site training
• Guided Launches
• Architectural consulting

The Premier Package does not include theme or plugin development by WordPress VIP engineers. Ultimately, your development team will be responsible for resolving issues with code and/or architectural changes.