Your support experience
Simple, consistent, and above all, human.
As a WordPress VIP client, you’ll have a Technical Account Manager (TAM) to help guide your site launch. He or she will serve as your main point of contact as you come aboard.
In addition to a TAM, at different points of your onboarding process, you’ll also engage with our Enterprise Engineers, Support Engineers, and Relationship Managers.
Your Technical Account Manager
TAMs provide vision, coordination, and continuity. They’re your project’s consistent point of contact, a committed partner who is thinking and planning several steps down the road, and beyond.
They’ll manage expectations and provide guidance throughout the launch process. They’ll sweat the details and make sure there’s sufficient time budgeted in to cover your needs.
After launch, your Relationship Manager (RM) will check in to make sure you have what you need through your most visible times. Have a high-traffic event coming up? Super Bowl? Oscars? New product launch? The WordPress VIP team will make sure your site is ready to handle healthy traffic through your biggest moments.
Your RM will stay in the loop on what you’re planning several months out, and where your biggest challenges are. They’ll also bring your team updates from WordPress core development and from your peers in the industry.
Our close work with you on performance and quality checks is another thing that sets us apart from other providers. Our goal is to increase the value of your code, increase your team’s depth of knowledge on any issues that arise, and make sure your site is following best practices for speed, performance, and security.
When you submit a ticket via our support portal, it goes to our Support Engineering team. Like everyone at WordPress VIP, these folks are the best of the best. All of them have many years of experience with WordPress at scale.
They sit around the world and across time zones. They’ll have the full context of your work with us at their fingertips. They can also check with a TAM in real-time to make sure they are up to date with your latest information. And everyone who works with you is connected via dedicated Slack channels and P2s, our internal communication tool. Large projects may have their own lead Support Engineer, who works alongside a TAM to represent a single point of contact in terms of engineering.
Our Support overview page runs down all of the myriad things Support does in the course of working with you, throughout your project cycle.