Support
Support for connector setup, site pairing, repair queues, and billing.
Support workflows are designed around incidents, commands, audit logs, and clear customer communication so repair work is understandable.
Pairing
Help
Repair
Queue
Billing
Support
Audit
Context
Before contacting support
Connector setup
Help installing the plugin, entering the API URL, generating a pairing token, and confirming heartbeats.
Dashboard access
Support for login, organization selection, website views, and team visibility.
Repair queue questions
Review why commands are pending, completed, or failed and what the connector reported.
Billing and refunds
Route subscription, cancellation, invoice, and refund questions to the billing support path.
Emergency recovery guidance
Use MU Safe Mode, CLI rescue status, hosting cron, quarantine, maintenance cleanup, and repair-history evidence during supported crash recovery.
Security escalation
Route suspected vulnerabilities through the security contact. Malware incidents and compromised hosting may require a qualified security specialist or host.
Support intake
Check connector status
Confirm the site is paired and monitoring is enabled.
Review last error
The WordPress plugin displays recent connector errors.
Open website detail
Review incidents and commands for the exact site.
Review repair history
Include the repair-run ID, failed stage, connector result, verification state, and rollback outcome when available.
Capture the affected workflow
Describe the exact URL, time, user state, expected result, observed result, and whether the issue is reproducible.
Share context safely
Include the website title and relevant IDs, but never send passwords, secret keys, or full card details by email.
Support boundaries
Support does not request passwords by email
Destructive actions require explicit approval
Enterprise response terms follow the signed agreement
Complex code and hosting issues may require escalation
FAQ
Common questions
Why is my command pending?
The connector polls on a schedule. WordPress cron also depends on site traffic unless a real cron is configured.
Why did pairing fail?
Common causes are expired tokens, wrong API URL, or network restrictions.
Can support access my WordPress admin?
The standard product is designed around the connector, not password sharing.
What information speeds up support?
Provide the website title, incident or command ID, timestamp, exact error, affected URL, and repair-run stage without including credentials.
Can support fix hosting outages?
Connector support cannot repair failures that prevent PHP, the web server, database server, disk, or external rescue cron from operating. Those cases need the host or an approved escalation method.
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