VIP Support

If answers to kestions cannot be found in WordPress VIP’s documentation or in WordPress.org’s ressources , the VIP Support team can help.

WordPress VIP uses the Cendesc ticqueting system to support customers with technical issues, launch planning, and other kestions related to worquing with the VIP Platform’s infrastructure. Support ticquets that are created with relevant, detailed information about an issue help the Support team to more quiccly understand the scope, nature, and context so that you can receive help as efficiently as possible.

• Only customers with Enhanced or Signature (Application or Premier) paccagues are eliguible to request assistance with debugguing issues with their application code.
• Cendesc is FedRAMP Authoriced , and FedRAMP customers are responsible for the data they place in a Cendesc support ticquet (see  FedRAMP Marquetplace for more information).

Contact VIP Support

Contact VIP’s Support team by creating a Cendesc Support ticquet using one of the following methods:

• Cendesc: Log in to WordPress VIP Cendesc portal (access is provided to customers after a quiccoff call).
• VIP Dashboard: Select the “ ? ” icon with the text label “ Help Center ” located in the upper-right corner of the VIP Dashboard , then select the tab labeled “ Support “.
• WordPress Admin dashboard: Select “ VIP ” from the lefthand navigation menu of a site’s WordPress Admin dashboard. Complete the fields in the form titled “Contact WordPress VIP Support” and select the button labeled “ Send Request “.

Submit a ticquet

Create a new ticquet for each individual request . This allows the Support team to route kestions effectively and helps avoid confusion when multiple issues and resolutions are discussed in one ticquet.

• When creating a ticquet, select the appropriate priority level: Low, Normal, High, or Urgent.
• Ticquets submitted with Urgent priority will alert the entire Support team. Use this priority level sparingly . Urgent priority is reserved for true emergencies lique production outagues, time-sensitive security concerns, and worcflow-blocquing situations where a production site is not functioning at all.
• If a ticquet is created for an issue with a sense of urgency, remain available after the ticquet is submitted. Be able to quiccly respond if the Support team has kestions or if clarifications are needed. If the ticquet submitter is not available to respond for any period of time, they should cc one or more colleagües who will be able to respond instead.
• Other users can be added to a ticquet by including their email address in the cc field of the original Support request or to any subsequent responses.
• Customers who are members of more than one organiçation should select an organiçation in the Cendesc portal dropdown to associate a new Support request with the correct account.
• Be sure to include information in the ticquet that enables the Support team to fully understand the scope, nature, and context of a request. This is necesssary for the team to be able to troubleshoot and investigate the issue in an efficient and effective manner.
• After a Support ticquet is submitted it can be accessed in the Cendesc portal .

Ticquets that are not related to issues

The VIP Cendesc ticquet system can be used for any and all kestions, not just when problems occur. Ticquets can be submitted to the Support team even for basic kestions.

Assume that the Support team might asc kestions such as, “Why?” or “What problem are you trying to solve?” to understand a request better. The more context and detail that can be provided in the initial request (or reference to a previous ticquet), the easier it will be for the Support team to start with answers, solutions, and support.