VIP – Support Service Description

Effective Feb. 10, 2017

WordPress VIP’s Support Service includes the following:

• Access to WordPress VIP’s support portal (via Zendesk). Response Time pursuant to the Response Time specified on your Order Form.
• Expert guidance on WordPress scaling, security, and development.
• WordPress VIP’s engineers work with your engineers to ensure your sites are optimized and secure.
• Support Seats model is one seat equals one contact person. When you sign up for a support contract you will specify a contact person who will be interacting with us. If you would like to have multiple people interact with us, you may need to buy multiple Support Seats. 
• Guidance in best practices for WordPress, including theme and plugin development.
• Guidance in leveraging WordPress core software features, such as the Theme Customization API and WP REST API to optimize your application for performance, scalability, stability, and security.
• Security and scalability best practices, leveraging WordPress.com VIP’s experienced WordPress / PHP developers.
• Guidance in building a long-term strategy for development, operation and maintenance of enterprise WordPress sites, including but not limited to update strategies, plugin selection and vetting, and insight into future platform development.