Below are the definitions for WordPress VIP’s platform, support, and professional service offerings as of April 1st, 2020.
VIP customers require a baseline Platform Package, and may add optional Support and Service add-ons.
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 VIP Platform, VIP Developer Tooling and Platform Support as defined below.
Your usage of all platform features, resources and support is subject to the Resources clause in the VIP Terms of Service and Master Services Agreement (section 2c).
A managed, containerized Platform as a Service for hosting WordPress based Digital Experiences, including:
- Managed WordPress installation, with security and non-security updates
- VIP Files Service with unlimited storage
- VIP CDN (Content Delivery Network) with unlimited bandwidth, DDoS protection
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 VIP Platform
- GitHub-based development and deploy workflows
- Code scanning bringing VIP expertise to your team via continuous integration
VIP will provide technical support for the VIP Platform, VIP Developer Tooling, WordPress Core, and VIP’s MU (Must Use) plugins.
Platform Support does not include support for your WordPress theme(s), plugin(s), or custom application(s).
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.
VIP’s Uptime SLAs define the percentage of monthly uptime availability for the 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 VIP Cloud Hosting Service Level Agreement. Uptime SLA improvements can be purchased via an Uptime SLA Booster, defined below.
A 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 VIP Account Executive or Relationship Manager.
To measure your usage of our platform, 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:
- Definition: Requests where the response has a content type of HTML or XHTML
- Examples: web page views, redirects, 404 Not Found, editorial activity
- Definition: Requests where the response has a content type of JSON
- Examples: REST API, GraphQL API
- Definition: Requests that don’t fall into the above definitions
Application Requests and API Requests count towards your platform usage.
Requests from within Automattic and VIP infrastructure, and Static Requests do not count towards your platform usage.
Each client’s engagement with VIP is based on an expectation of platform usage. Over the course of each contract the VIP team will work with you to understand your usage of our platform, and agree any adjustments required at renewal. If a Customer’s overages are egregious and sustained, VIP reserves the right to invoke the Resources clause in the VIP Terms of Service and Master Services Agreement (section 2c).
Application Support is developer-to-developer support. 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 VIP’s Code Quality program, providing access to 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 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 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 VIP Account Executive or Relationship Manager.
Professional Service Add-ons
A Technical Account Manager (TAM) will work with you to plan and execute your site launch. You will be introduced to the VIP Platform, and guided on best practices, culminating in live chat support on the day of launch.
The 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/VIP platform workflow and more.
The Enterprise Package is an all-encompassing package for clients seeking the highest-level of 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:
- 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
- Technical Account Manager
- Dedicated support team
- Annual on-site training
- Guided Launches
- Architectural consulting
The Support and Professional Services listed above for the Enterprise Package are all subject to the Resources clause in the VIP Terms of Service and Master Services Agreement (section 2c).
Enterprise Package does not include theme or plugin development by VIP engineers. Ultimately, your development team will be responsible for resolving issues with code and/or architectural changes.