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Support Policy

About this Support Policy

This Support Policy describes what support you can expect from us in regards to Pressable hosted sites.

If you have questions about this Support Policy or do not agree with it, please Contact Us before using our services. We may amend this Support Policy from time to time, so check this page to ensure that you are aware of any changes.

By using any part of Pressable.com, my.pressable.com, or providing personal information to us, you consent to us processing it as set out in this Support Policy.

By hosting your site at Pressable, you consent to our staff accessing your site for the purposes of providing support or ensure compliance with our Terms of Service. When required, your site may be temporarily duplicated by our staff for the purposes of providing support.

What Our Support Service Covers:

Our support team will ensure that our hosting environment is secure and performing, within the scope of our Platform Considerations.

Managing Hardware

Pressable ensures all maintenance and management of servers and the datacenters that they are in.

Updating Core WordPress CMS

Pressable manages all updates to WordPress core files. Updates are applied on the day that they are released.

100% Network Uptime

We guarantee that our data center network will be available 100% of the time in a given month, excluding scheduled maintenance. The data center network means the portion of the Pressable network extending from the outbound port on our edge device to the outbound port of the data center border router.

Hardware Monitoring

Pressable actively monitors server and network performance 24/7/365.

Daily Backups

Pressable performs daily backups of a site’s files and hourly database backups. These are available from your site settings dashboard at my.pressable.com. Customers can also use tools, such as Jetpack (which is included for free with all Pressable plans), to back up their sites automatically.

Core WordPress Functionality

In order for users to learn how to use WordPress, Pressable provides access to basic WordPress training through WP101.com. For specific questions about the core WordPress functionality, you may contact Customer Support for further assistance.

 

What Our Support Service Does Not Cover:

Site Monitoring

Pressable will ensure our promised network uptime of 100%. However, code on your site from plugins, themes, or other customizations, can cause errors on your site that prevent it from loading properly. We recommend using the Jetpack plan that is included in your Pressable hosting, as it will check the status of your site every five minutes and notify you of any issues.

Site Performance

If you wish to test or monitor the performance of your site, there are many third-party tools that you can use, such as GT Metrix or Pingdom.

Pressable has optimized our network and hardware infrastructure for industry-leading WordPress performance. If you find your site isn’t performing, we recommend testing your theme, plugins, and other code customizations to find the source of the issue. We have a helpful guide designed to assist you in troubleshooting issues on your site.

Plugin/Theme Management

You are responsible for installing, configuring, and maintaining the plugins and themes that you choose to use on your site. Questions regarding third-party plugins and themes should be directed to their respective developers.

In the case of plugins that are managed by Pressable (Jetpack, Akismet, and WooCommerce if you are on our e-commerce plans), they will be automatically installed and updated by Pressable. Updates will be applied as they become available.

Customizations – Themes, Plugins, Etc. (Settings)

You are responsible for modifying your site in the ways that you want. This includes modifications to plugins, themes, and core WordPress settings.

Troubleshooting

Pressable will review error logs and provide you with information that should help you to troubleshoot problems on your site. Additionally, we have a conflict testing guide that is helpful when isolating problems. Isolating or fixing specific issues within third-party code will need to be addressed by the original developer of the code. Alternatively, if you are looking to hire a developer for this type of work we recommend Codeable.io.


If you have any questions about the level of support we provide and our responsibilities, please contact us at help@pressable.com.

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