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Premier support for WordPress

WordPress VIP
Premier Support

An immediate extension of your strategic team

“…We’ve managed to pull this off spectacularly only because of WordPress VIP. If anything, it would be an understatement to say we’ve had great and amazing service.”

Justin Yeo, Digital Creative Lead APAC, Facebook
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Premier Experience

Our Premier Support augments your team with top experts on running WordPress at scale. Our team’s direct involvement in everything from architectural setup to code quality ensures you can grow your business with confidence. 

Working hand-in-hand with our experts, you’ll benefit from professional troubleshooting and code review, security consulting, and strategic guidance throughout your projects. Count on direct access to our staff and enjoy our highest SLAs. It’s much more than just technical support—it’s business collaboration.

Integrated Account Team

Meet your named team—your expert partners who will become intimately familiar with your business, sites, metrics, and code, working proactively to ensure your success. Access your team through direct communication channels, including real-time Slack conversations and daily support ticket interactions.

Scheduled Support Cadence

Expect proactive, predictable collaboration with weekly calls, quarterly service reviews, and more.

Strategy & Business Cases

Get the guidance you need including application and business strategy, industry trends, and product roadmap. Quantify and justify your future plans and get help in building the rationale for your next budgetary cycle.

Upgrade Planning

Let us manage preparation for and scheduling of upgrades, including VIP Platform upgrades, WordPress updates, and security patches.

On-Sites

Meet face-to-face to address your unique needs and to establish clear action items and ownership.

Architecture Consulting

Get help from experts who specialize in enterprise WordPress architectural issues, both strategic and technical, ensuring you have the right foundation for your sites and business.

Enterprise Integration & Plugin Advice

Ensure WordPress and your content fit with your existing enterprise architecture, while avoiding potential integration pitfalls. Lean on us for choosing proven plugins from the WordPress ecosystem.

Security & Compliance Consulting

Improve your security via automated code scans, manual code review, and guidance from the most experienced WordPress security team on the planet. Maintain compliance with regulations such as GDPR and CCPA.

Guided Launches

Remove the stress from launches by leaning on our team of experienced Technical Application Managers who have helped plan, prepare, and execute site migrations for organizations of every size.

Processes and Standards Development

Assist the development and maintenance of internal processes and standards for WordPress and the VIP Platform. Build a standard WordPress distribution or package for multiple teams within your organization.

WordPress Training

Introduce editorial teams, development teams, operations teams, and project managers to new WordPress functionality.

Rollouts

Ensure smooth launches of new websites and custom features.

Code Quality Review

Review code with our team, developer-to-developer. Get development practices, feedback, and guidance on pre-existing solutions from leading experts.

Debugging Assistance

Solve difficult and hard to reproduce problems with our debugging expertise.

Performance Diagnostics

Rely on our alerting for abnormal traffic patterns and investigations into the root cause, including which third-party integrations are impacting performance.

VIP’s Highest Ticket and Platform SLAs

Feel secure with a 99.99% uptime SLA and the fastest possible responses to your issues. Urgent tickets have a 15-minute SLA, non-urgent tickets a four-hour SLA.

Monitoring and Alerting

Our teams monitor our platform around the clock so you don’t have to. In addition, empower your development and operations teams with customizable tools to track real-time performance.

Incident & Performance Reporting

Leverage our proactively created performance reports on areas we’ve identified for improvement, ideal for presenting to leadership. Prevent future problems with our incident reporting, which provides thorough accountability, and the steps taken to ensure mitigation going forward.


Technical Account Manager (TAM)

Think of Technical Account Managers as extensions of your team. Starting with the first interaction, TAMs identify and align our support with the primary business objectives and success metrics your organization is after. Through this level of discovery, which is reviewed regularly, TAMs work closely with your team and ours to provide a vision for your application and a coordinated plan to get there.

Relationship Managers (RM)

Relationship Managers provide an unparalleled level of industry experience and expertise. RMs follow industry trends closely and identify opportunities based on results from organizations with similar business objectives. RMs play a critical role in connecting you with the right people—whether that’s an agency that specializes in your vertical, an agency that could augment your development team, a technology partner that has a solution specific to your needs, or even another industry expert. 

Enterprise Engineers (EE)

Our Enterprise Engineers are obsessed with ensuring your success in scaling, building, and deploying world-class applications on top of our powerful platform. Enjoy architectural guidance from a team of Engineers that has already solved for most of the technical challenges you will face, no matter how complex and mission-critical.

Support Engineers (SE)

Support Engineers play a critical role in providing a consistently high level of care for your team. SEs typically are the first line of response to your support tickets, offering fast debugging and diagnoses based on years of experience supporting WordPress applications at scale. You’ll often see them in regular check-ins and Slack interactions, building familiarity with your applications and providing personalized support.


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Learn how we can help drive business growth for your organization.