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    Support Policy


    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:

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

    2. Response Time

    All users receive support through the in-dashboard Helpdesk.

    Paid Plans: Response within 1 working day or less (excluding weekends and public holidays). Priority ticketing and direct engineer response.

    Free Plan: Response within 1-2 working days (excluding weekends and public holidays). Community & documentation support

    3. EE Dashboard – Customer Support Scope

    At EasyEngine, we’re happy to help you get the most out of your Dashboard, ensure it runs smoothly, and make your site and server management easier.
    Below is a clear outline of what’s included in our support –  and what falls outside our scope.

    What Our Support Covers

    We provide guidance and troubleshooting for everything related to the EasyEngine Dashboard, including:

    Platform Setup & Configuration

    • Issues connecting your cloud providers (WP Cloud, AWS, DO, Hetzner)
    • Adding or importing servers
    • Creating and managing WordPress, PHP, or HTML sites
    • Managing backups, SSH keys, and teams
    • EE and WP Cloud site creation failure
    • DNS setup instructions

    Platform Usage

    • Dashboard navigation 
    • Clarifying configuration options (PHP, cache, SSL, etc.)
    • Explaining logs, metrics, and activity reports
    • Understanding errors generated within the EasyEngine Dashboard

    Account & Billing

    • Login, signup, email verification, and organization management issues
    • Plan upgrades, billing questions, or subscription errors

    Integrations

    • Guidance on connecting GitHub for CI/CD deployments
    • Enabling backups via S3-compatible storage
    • Integrating NewRelic

    🚫 What’s Outside Our Support Scope

    While we do our best to assist, certain areas are outside EasyEngine’s technical control. These include:

    Server-Level or Cloud Issues

    • 404 / 502 / 504 errors caused by server configuration, PHP-FPM crashes, or external network issues
    • Misconfigured DNS, domain, or SSL settings
    • Low memory, disk space, or high CPU usage on your servers
    • Server and Site performance/slowness issues

    Third-Party Tools & Plugins

    • WordPress plugin or theme conflicts
    • WooCommerce or caching plugin customizations
    • CI/CD workflow failures due to external repository or action errors

    Custom Development or Debugging

    • Writing, reviewing, or debugging custom code.
    • Nginx or PHP config tuning beyond standard EasyEngine configuration
    • Full-scale site migrations, DNS changes, or performance optimization (available as paid enterprise services)

    How We Can Still Help:

    If your issue falls outside the standard support scope, we’ll:

    • Point you toward the right documentation or community resource
    • Suggest best practices or quick checks to isolate the issue

    Tips for creating a support ticket in Helpdesk:

    For quicker evaluation of your issues and to provide faster resolution, please include anything applicable:

    • Organization name
    • The site/server name
    • Recent changes made
    • Any error messages or logs (if visible)
    • Screenshots 
    • URLs

    Need help right now? Visit Helpdesk 

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