Support Network
There is free support available for WordPress, and we consider it to be fantastic, however we’ve found that some companies want more accountability. Automattic offers support services for WordPress and WordPress MU (Multi-User) through the Automattic Support Network. Optimized for enterprise users and large scale WordPress deployments, the Automattic Support Network provides access to the core developers behind the WordPress software who will help you make your WordPress deployment a success.
The WordPress Support Network provides the following services:
- 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
- Consultative support including scaling, performance and plugin configuration
- Access to recommended third party WordPress consultants to provide custom development, design, and training
Automattic Network Features and Pricing
| Basic | Premium | |
|---|---|---|
Software and Services |
||
| Updates and upgrade notifications | Yes | Yes |
| Professional service provider directory | Yes | Yes |
Self Help Support |
||
| Knowledge base | Yes | Yes |
| Private forums | Yes | Yes |
Problem Resolution Support |
||
| Number of incidents | unlimited | unlimited |
| Web/email access | Yes | Yes |
| Response time | 1 business day | 6 hours |
| High priority problem resolution | Yes | |
Consultative Support |
||
| Plugin selection and configuration | Yes | |
| Scaling and performance tuning | Yes | |
Annual Subscription |
$2,500 /contact/year | $5,000 /contact/year |
FAQ
Who should use the Automattic Support Network?
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 for the Support Network.
Which versions of WordPress are supported?
The current versions of WordPress and WordPress MU as well as one version previous to the current release.
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 the Support Network you get access to the private Network support forum. A support request is initiated through the forum. Your request may be either public and shared with other Support Network members or private and visible only to Automattic.
How are bugs fixed?
If the problem you are reporting is caused by a bug in the WordPress software, we will assign a priority level to it which determines how soon the bug will be fixed. 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.
What’s the difference between basic and premium support?
Both levels give you unlimited support for fixing problems with the WordPress software. In addition, premium support will give you faster guaranteed response time (6 hours vs. 1 business day), higher priority attention to bug reports, and access to consultative support, which is support for issues that go beyond the core WordPress software such as selection of plugins, scaling and performance tuning.
What does per contact mean?
Our pricing is based on an annual fee per client contact. 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 x number of blogs that you are operating.
How do I sign up?
Click on the basic or premium price tag in pricing chart. This will take you to a subscription sign up screen (via PayPal) where you can review the legal service agreement and purchase the support subscription. Once you’ve paid you will receive an invitation to specify your support contact and join the private support forums.
