At EasyEngine, we are committed to providing high-quality support to our users. This Support Policy outlines the scope of our support services, response times, and available channels.

1. Support Channels

We offer support through the following channels:

• For EE Dashboard user, submit a support ticket via our Helpdesk.
• For CLI support, please post here: Github.com discussions Forum 

– Note: We do not provide support via phone calls or live chat at this time.

3. Response Time

Our support team aims to respond to all inquiries within 24 hours on business days (Monday–Friday). Response times may vary during weekends or holidays.

4. What’s Included in Support

We provide support for issues related to:

• Dashboard Functionality
  • Login issues
  • Dashboard performance errors or bugs
  • UI glitches or account-related issues
• Server & Site Integration
  • Trouble connecting supported servers (Ubuntu + EasyEngine)
  • Site provisioning errors from the dashboard
  • Backup and restore via S3 (configuration-related issues)
  • GitHub or SSH key integration issues
• Features & Usage
  • Questions about using features (backups, CI/CD, logs, caching, etc.)
  • Onboarding assistance and guidance
  • Clarifications on plans, limits, or billing
• WPCloud Integration
  • Issues connecting your own WPCloud API key
  • Troubles during WPCloud site creation from the dashboard

5. What’s Not Included

• ❌ Issues inside your website (WordPress errors, plugin/theme bugs)
• ❌ Cloud provider-side billing or account issues (e.g., AWS, DO, Hetzner)
• ❌ Server-side debugging (SSH access, terminal issues, OS problems)
• ❌ Hosting infrastructure problems unrelated to EasyEngine
• ❌ Site speed, malware, SEO, or security fixes beyond what’s offered via the dashboard
• ❌ BYO Key WPCloud-specific billing or uptime issues — you’ll need to contact WPCloud directly

6. Premium Support

• Customers on paid plans receive priority support through our helpdesk.