How support works
What we cover, how to reach us, and what to include so the first reply is the useful one.
Tickets are answered by engineers who work on the platform, not by a first line reading a script. Support is included with every plan.
What is covered
- Anything on the platform: servers, caching, SSL, DNS we host, email we sell, backups and restores.
- Diagnosing whether a problem is the platform or the application.
- Migrations onto WebVue Cloud.
- Guidance on WordPress configuration that affects performance or security.
What is not
- Building features, writing custom code or fixing third-party plugins.
- Design work and content editing.
- Marketing, SEO strategy and campaign work. Those are agency services, and WebVue offers them separately.
Opening a good ticket
- Say what you expected and what happened
One sentence each is enough, as long as both are there.
- Give one exact URL
The page where the problem shows, not the home page.
- Say when it started
And what changed around that time: a plugin update, a DNS change, a new deployment.
- Attach the evidence
A screenshot with the full browser address bar, or the error text copied as text rather than retyped.
Urgent problems
If the site is down, mark the ticket urgent. Check the status page first: if the incident is already published, the fix is in progress and the page is updated as it moves.