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Statement of Support – WordPress

Please review the full Statement of Support to learn more about available support for additional products and services.

Use the links below to find out more about a specific service.

WordPress (Application)

Supported:

  • Logging in to WordPress admin
  • Providing resources on using WordPress
  • Providing resources on the error White Screen of Death/”The site is experiencing technical difficulties”1
  • GoDaddy Authored Plugins and Themes2
  • Providing resources to add media
  • Providing resources to create/manage a page or post3
  • Providing resources to install, activate, deactivate, or remove a plugin or theme
  • Providing resources on available options are for installing WordPress on GoDaddy hosting
  • Explaining the benefits of GoDaddy auto-installed or recommended 3rd party plugins4
  • Providing resources on how to prevent comment spam
  • Provide resources on how to use the block editor
  • Updating Permalinks
  • Provide resources on how to use Yoast SEO
  • Helping with core navigation of WordPress, such as the Admin Dashboard3
  • Explain how to update themes, plugins, and core version of WordPress
  • Provide resources on troubleshooting database connection strings
  1. This error is typically caused by a configuration error with WordPress. Our support will provide a best-effort attempt to assist with regaining access to the WordPress admin panel. This can include disabling plugins/themes, options for restoring a site or disabling problematic configuration files.
  2. Support for GoDaddy developed open-source WordPress plugins and themes. This can include explaining general usage, features, and benefits. Questions for issues, bugs, or feature requests can be asked on the WordPress.org forums for the specific plugin or theme - Plugins Themes
  3. Support is limited to explaining how to perform these actions with the default WordPress editor or GoDaddy CoBlocks Site Builder. We cannot add, edit, or delete content for you or provide assistance with performing these actions using plugins or themes (IE: Divi, Elementor, Visual Composer, etc.) that change the WordPress editing experience.
  4. We provide limited support for GoDaddy partnered 3rd party plugins. We work closely with these plugin developers to ensure their functionality with your hosting and to identify and resolve issues as they are discovered. Feature requests, usability, bugs, security, and compatibility with WordPress Core or other plugins are outside our support capabilities.

Not Supported:

  • Site design and customization
  • Web development and custom plugins
  • Troubleshooting custom code
  • Configuring your website’s SEO settings
  • Configuring and setup of 3rd party plugins
  • Configuring and setup of 3rd party themes
  • User management
  • WordPress Core1
  • Plugins & Themes Troubleshooting2
  • Database management
  • Any client, script, application or content installed by Customer
  • Configuring your website’s SEO settings
  • Troubleshooting any third-party services
  • Checking for cross-browser compatibility
  1. WordPress is an open-source project developed by volunteers across the globe. Issues or bugs within WordPress Core are outside our support capabilities and can be reported to the Core team directly: (https://make.wordpress.org/core/handbook/testing/reporting-bugs/)
  2. Typically, paid plugins and themes provide support through the site they were purchased on. Free plugin and themes support can be found on the WordPress.org support forums: (https://wordpress.org/support/)

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Managed WordPress Hosting

Supported:

  • Purchasing or renewing Managed WordPress
  • Explaining our Managed WordPress features and benefits
  • Provisioning your Managed WordPress account
  • Setting up your domain with Managed WordPress
  • Identifying platform-related performance issues1
  • Using our hosting control panels
  • Providing basic settings for your FTP client
  • Explaining how to upload files to your Managed WordPress
  • Security Monitoring2
  • Installing a GoDaddy SSL Certificate on Managed WordPress
  • Explaining Managed WordPress Caching and how to it can be cleared
  • File and Database backups daily3
  • Helping with core navigation of WordPress, such as the Admin Dashboard4
  • Installing the newest, vetted, version of WordPress on our platform
  • Monitoring of Managed WordPress hardware and network
  • Automatically updating to the newest, most secure, version of WordPress
  • Fix database connection string errors

Not Supported:

  • Manually migrating your site to Managed WordPress
  • Customizing your WordPress theme
  • Helping with your website layout or design
  • Troubleshooting third-party networks or applications
  • Any client, script, application or content installed by Customer
  • Installing third-party SSL certificates
  • Configuring your website’s SEO settings
  • Creating custom DNS zone files
  • Troubleshooting any third-party services
  • Configuring your email client
  • Configuring your FTP client
  • Troubleshooting third-party domain
  • Troubleshooting private name servers
  • Checking for cross-browser compatibility
  • Reviewing plugin/theme issues on our platform in depth
  • Special Note on Plugins: To ensure superior performance and security within the Managed WordPress environment we carefully review plugins. To do this, we run a nightly scan of our Managed WordPress hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.
  • While we do not support custom code, with Managed WordPress we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.
  1. Identifying root cause of website performance issues - We will ensure that sending email through the web server, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
  2. Security Monitoring and Compromise Review - Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
  3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 - 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
  4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.
    Expert Services are fee-based best effort services available only from our US-based support teams and are not included with GoDaddy’s free support. To purchase these services, call (+1) (480) 463-8824. You can find more information about Expert Services in our Expert Services Menu.

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eCommerce Managed WordPress (WooCommerce)

Supported:

  • Purchasing or renewing Managed WordPress WooCommerce
  • Explaining the features and benefits of Managed WordPress WooCommerce account
  • Making your domain name work with Managed WordPress WooCommerce plans
  • Provisioning your Managed WordPress WooCommerce account
  • Providing resources on WooCommerce and included extensions setup and update process
  • Using our hosting control panels
  • Providing basic settings for your FTP client
  • Identifying hosting related performance issues1
  • Providing resources to add and remove products
  • Providing resources for GoDaddy offered extensions
  • Providing resources on the location of your shipping and payment options
  • Providing resources to add and edit images to product galleries
  • Providing resources on adding shop/product pages
  • Providing resources for taxes and payment methods available in WooCommerce
  • Explaining Managed WordPress Caching and how it can be cleared
  • Providing resources to import and export products
  • Providing resources on translations in WooCommerce
  • Installing a GoDaddy SSL Certificate on Managed WordPress
  • Security Monitoring2
  • File and Database backups daily3
  • Helping with core navigation of WordPress, such as the Admin Dashboard4
  • Installing the newest, vetted, version of WordPress on our platform
  • Monitoring of Managed WordPress hardware and network
  • Automatically updating WordPress to the newest, most secure, version
  1. Identifying root cause of website performance issues - We will ensure that sending email through the web server, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
  2. Security Monitoring and Compromise Review - Our security team is on the job 24/7, monitoring your site for suspicious activity and protecting it against brute force and DDoS attacks.
  3. Data Backup – Your Managed WordPress hosting includes data backups which we typically have up 30 - 90 days of data retention available, however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
  4. Help with your site migration to Managed WordPress – We have an automated migration process that has a high success rate. If for some reason, your migration were to fail we will review common reasons for the failure and assist with requesting a new migration.

Not Supported:

  • Customizing images (quality, color, size, aspect ratio)
  • Customizing templates
  • Adding custom code (PHP, HTML, JavaScript, CSS)
  • Third-party extension or themes
  • Expired extensions or themes
  • Adding products or product configuration
  • Configuring shipping options
  • Setting up taxes and payment options
  • Setup and configuration of included WooCommerce themes and extensions
  • Manually migrating your site to Managed WordPress
  • Customizing your WordPress theme
  • Helping with your website layout or design
  • Troubleshooting third-party networks or applications
  • Any client, script, application or content installed by Customer
  • Installing third-party SSL certificates
  • Configuring your website’s SEO settings
  • Creating custom DNS zone files
  • Troubleshooting any third-party services
  • Configuring your email client
  • Configuring your FTP client
  • Troubleshooting third-party domain(s)
  • Troubleshooting private name servers
  • Checking for cross-browser compatibility
  • Reviewing plugin/theme issues on our platform in depth

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