Platform Support, Not a Help Desk
WP-Hosted keeps your WordPress infrastructure running smoothly. Here’s what that means — and what falls outside our scope.
What Your Plan Covers
Your WP-Hosted subscription includes everything needed to keep your WordPress site online, secure, and updated:
- ✓ Server uptime and performance
- ✓ WordPress core updates
- ✓ Plugin and theme updates (via Smart Updates)
- ✓ Daily/weekly backups and restore assistance
- ✓ SSL certificate management
- ✓ Security monitoring and malware scanning
- ✓ DNS and domain configuration support
- ✓ Migration assistance (new customers)
If something’s wrong with the platform — your site is down, backups aren’t running, or updates are failing — we’ll fix it.
What Falls Outside Your Plan
WP-Hosted is managed hosting, not a development or maintenance service. The following require separate engagement:
- ✗ Content updates (text, images, blog posts)
- ✗ Design changes or new page layouts
- ✗ New features or functionality
- ✗ Plugin configuration or troubleshooting
- ✗ Theme customisation
- ✗ Performance optimisation beyond server config
- ✗ SEO, analytics, or marketing setup
- ✗ Email marketing or third-party integrations
- ✗ Training or how-to guidance
These aren’t platform issues — they’re development work. We’re happy to help, but it’s billed separately or handled by our maintenance service, WP Care.
Response Times
When You’ll Hear From Us
| Issue Type | Response Target |
|---|---|
| Site down / critical | Within 4 hours |
| Security incident | Within 4 hours |
| Backup/restore request | Within 1 business day |
| General platform query | Within 2 business days |
We monitor servers 24/7. Critical issues are addressed immediately, even outside business hours.
For non-urgent queries, our support hours are Monday–Friday, 9am–5pm Irish time.
Contact Support
For platform issues covered by your plan:
Email: [email protected]
Subject line: Include your domain name
Please include:
- Your website URL
- What you’re experiencing
- When it started
- Any error messages (screenshots help)
We’ll confirm receipt and provide an update within the response times above.
Need More Than Hosting?
If you need ongoing WordPress help — content updates, troubleshooting, design changes, or someone to manage your site — that’s what WP Care is for.
WP Care adds:
- ✓ Dedicated WordPress maintenance
- ✓ Content and design updates
- ✓ Plugin troubleshooting and fixes
- ✓ Priority support from WordPress experts
- ✓ Monthly site health reports
Plans start at €45/month alongside your hosting.
Common Questions
“Can you just quickly update some text on my homepage?”
Content changes aren’t included in hosting plans. You can make changes yourself via WordPress, or add WP Care for ongoing help.
“My contact form stopped working. Is that covered?”
Plugin issues aren’t platform issues — they fall outside hosting support. We can investigate on a billable basis (€75/hour) or this is included with WP Care plans.
“I need my site redesigned.”
Design work is project-based and quoted separately. Contact us for a proposal.
“Why don’t you include unlimited support?”
Because “unlimited” isn’t sustainable — for us or for you. Clear boundaries let us keep prices fair and response times fast. If you need regular hands-on help, WP Care is designed exactly for that.