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.
Planning & Partnership
We serve as your strategic partner in building short- and long-term plans and roadmaps—whether you’re already running on WordPress, or just getting started. The result? We’ll keep you on top of your digital game, even as business growth opportunities arise or internal staff or outside agencies change.
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.
Let us manage preparation for and scheduling of upgrades, including VIP Platform upgrades, WordPress updates, and security patches.
Benefit from best practices and recommendations based on our deep experience with large-scale WordPress deployments.
Meet face-to-face to address your unique needs and to establish clear action items and ownership.
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.
We train and coach your team to rapidly ramp up their skills and abilities, so they can successfully collaborate with multiple internal teams or outside agencies. Think of it as fostering a center of excellence for enterprise-wide WordPress usage.
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.
Introduce editorial teams, development teams, operations teams, and project managers to new WordPress functionality.
Code Review & Troubleshooting
We’ll work with your team early and often to establish code quality and security approaches that work for you. We help identify the root causes and either take proactive action or offer recommendations.
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.
Solve difficult and hard to reproduce problems with our debugging expertise.
Rely on our alerting for abnormal traffic patterns and investigations into the root cause, including which third-party integrations are impacting performance.
Our team exists to prevent surprises on nights and weekends. Know that we are here to maximize your site stability with best-in-class SLAs and robust investigations into any unexpected challenges.
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.
Your Premier Team
In addition to global 24/7 VIP support, you’re supported by an enterprise account team consisting of a named relationship manager and technical account manager, and enterprise engineers and support engineers.
This team works closely with you as an extension of your own team, becoming intimately familiar with your organization, your applications, data, and infrastructure. Through the depth of collaboration, the enterprise team also amplifies the wider 24/7 WordPress VIP Support team.
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.