WordPress.com VIP

VIP Support

There is free support available for WordPress and we think it’s fantastic, but we’ve found that some companies want more accountability.

As the operator of WordPress.com — the world’s largest WordPress installation with millions of blogs and hundreds of millions of monthly visitors — we are on the leading edge of all things WordPress. If you’d like our team to support you as you build your own large-scale WordPress, WordPress MU, VIP Hosted, or BuddyPress project, VIP Support is for you.

We offer four levels of VIP Support:

VIP Support Provides

  • Access to several members of the WordPress development team to help you solve problems with your WordPress system.
  • Unlimited number of support incidents.
  • Software updates and upgrade notices.
  • Personal introductions to recommended third-party WordPress consultants and companies that offer custom development, design, and training.
Software & Services Basic Premium Platinum Black
Notify on Updates and Upgrade Yes Yes Yes Yes
Personal introductions to recommended third-party WordPress consultants Yes Yes Yes Yes
Support Methods
Access to shared VIP Support tickets Yes Yes Yes Yes
Private Forums Yes Yes Yes Yes
Response Time 2 business days 1 business day 12 hours 4 hours
Number of Incidents Unlimited Unlimited Unlimited Unlimited
Web / Email Access Yes Yes Yes Yes
Active site monitoring of your WordPress sites Yes, up to 15 sites
High-Priority Problem Resolution Yes Yes
Consultative Support
Plugin selection recommendations Yes Yes Yes Yes
Scaling and performance tuning Yes Yes Yes
Scheduled phone consultation on best practices Up to 3 hours Up to 5 hours
On-site visit Yes
Annual Subscription $15,000 / year per seat $35,000 / year per seat $80,000 / year per seat $150,000 / year per seat

to order VIP Support or to get more information.

Frequently Asked Questions

Who should use VIP Support?

Anyone who needs extra help or piece of mind running their WordPress installation, though we primarily expect corporate users and other large-scale WordPress deployments to sign up. VIP Support is also a good option for those who have VIP Hosting but need development support for their site.

Who provides the support?

The core development team behind the WordPress software and the WordPress.com hosted service which operates over eight million blogs using the WordPress MU software.

How does support work?

When you sign up for VIP Support you get access to our private support forum. A support request is initiated through the forum. Your request may be either public and shared within the VIP Support forum or private and visible only to Automattic.

How are bugs fixed?

If a bug in WordPress causes a problem that you report, we will assign a priority level to it which determines how soon we fix the bug. Level A: the bug causes the software to completely break. We will start fixing it within 24 hours and will get you a custom fix to the problem ASAP. Level B: the bug degrades the performance of the software but a work-around exists. We will fix the bug in the next scheduled release of the software. Level C: the bug has a minor impact on the software. We may fix the bug in the next release.

How does the on-site visit work ?

We’ll fly out to your offices and meet directly with your developers for a full day. A week before the visit, you’ll send us an agenda and/or a list of questions that you’d like covered, and as long as it’s WordPress related, we’ll address them as we work with your team.

Which versions of WordPress are supported?

The current versions of WordPress and WordPress MU as well as one version previous to the current release.

What does per seat mean?

One seat equals one contact person. When you sign up for a support contract you will specify a contact person who will be interacting with us. If you would like to have multiple people interact with us, you will need to buy multiple subscriptions. We prefer this model to one that charges per server or per number of blogs that you are operating. With a single contact you may also specify an alternate for instances where your main contact is on vacation.

How do I sign up?

Simply and we’ll get back with you promptly.

What’s an example of an issue that isn’t covered?

VIP Support covers all issues directly regarding WordPress, WordPress MU, and Open Source WordPress plugins such as BuddyPress. The goal of the program is to work with your developers to troubleshoot any issues, help optimize the WordPress install, and to offer best practices on building a robust WordPress deployment. If you have systems and other issues that fall outside of WordPress – for example if you have a problem that is specific to your file storage configuration – we may not be able to assist. Other examples that are outside of VIP Support include questions about design/CSS or configuration of your web server.

Featured VIP Clients

Boys’ Life

Boys’ Life serves the active lifestyle of its audience as the official publication of the Boy Scouts of America.

GigaOM

GigaOM provides one of the leading daily online news reads for key influencers in the tech industry.

From The Publisher Blog

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