On-Demand Support on Slack, Email, and Chat from Technical Experts
Get real-time help from professional engineers, not customer service salespeople.
Overview
Convesio's Support Philosophy
Convesio is committed to providing world class support across our suite of products. This page covers the scope of support for our Core hosting product. Questions can be directed to support@convesio.com or by chatting with us at convesio.com.
Convesio reserves the right to update or change these policies at any time. If you have questions or need clarification of any items listed in this document, please contact us.
Our support team has two key values: accessibility and technical expertise.
- Accessibility – Every Convesio client has a dedicated Slack channel, where you can easily get in touch with us 24/7/365. We don’t use ticket systems or make you jump through hoops to talk to a real human being.
- Technical Expertise – Our team is comprised of dedicated technical experts in database administration, DevOps, server management, and more. We’re not here to upsell or push unrelated offers – we’re here to listen, assist, and solve any technical issues that may arise.
Support Benefits
Above and Beyond the Average Web Host
We’re like your favorite hosting company used to be. At Convesio, support is a major part of what sets us apart from other hosts. Unlike legacy hosts that treat support as an afterthought, we have built our entire business around providing exceptional support to our customers.
Round-the-Clock Monitoring
Every site on Convesio is monitored every 1-minute. If anything goes wrong, our team of experts will jump in and proactively engage to handle any situation.
Dedicated Slack Channel
Every Convesio client has a dedicated Slack channel, making it easy to contact us, no matter when you need assistance.
Tickets Rarely Needed With Real-Time Resolution
Frustrated by outdated ticketing systems used by other hosts? Not to worry: Convesio uses current-generation tech, like Zoom and Slack – and our primary means of support is live, real-time resolution.
OVERVIEW
Support Hours of Operation
- Convesio Support is available 24×7
- Our team is highly available during business hours (8am-5pm) in the Eastern US timezone. During this time we strive to maintain a <5 minute response time to Slack, Chat, and Email support.
- After-hours and on weekends our support team is on-call for emergencies and rush support needs, which are managed through our robust internal escalation policy.
- During after-hours and weekends, we strive to provide <5 minute response times for emergency and mission-critical support.
- Non-emergency and non-mission-critical support may be delayed to the next working day or shift
Support and escalations are always prioritized when website downtime is encountered or emergency scaling needs arise.
OVERVIEW
Scope of Support
General:
- Internet Knowledge
- Basic use of WordPress and WordPress Admin functionality
WordPress:
- Convesio recommended plugins
- Website migrations
- Staging site management
- Basic plugin and theme troubleshooting
- Basic PHP error troubleshooting
- Remediation of errors from site monitoring (plugin disables/rollbacks)
- SSL – mixed content source identification
Platform:
- Uptime Monitoring
- Network
- Datacenter
- Convesio Console
- CloudFlare Enterprise*
- Platform Caching
- Redis (object cache) + Relay (memcache)
- Object Cache Pro
- Malware protection and cleanup
- SFTP/SSH
- Disk space overages
- Bandwidth overages
*CloudFlare Enterprise:
- Adding/Removing domains (and SSL)
- WAF rules
- Redirection/Caching rules
- IP whitelisting/blocking
- Health Monitoring
- Image Resizing (CF worker)
- Analytics availability in Console
Advanced (additional costs may apply):
- Website Audit (deep dive in CloudFlare and New Relic) (Traffic, security, performance, scalability, etc)
- Load Balancing / Scalability
- Maria DB (stand-alone) + PerconaDB (multi-node)
- Database encryption
- Application monitoring (New Relic)
- 3rd party email integrations (Sendgrid for example)
Unsupported (additional costs apply):
- Third-party plugins
- Third-party services
- Third-party integrations
- Custom development
- Search-Engine Optimization (SEO)
- Performance Services and Paid Support (additional charges apply)
- Advanced Malware Cleanup (Monarx)
- Advanced Website Migrations
- Monthly Plugin Updates
- Custom development
- Website Content Management (page builds, copy edits, site changes, etc)
- HIPAA compliance
- Remote database connections
CloudFlare Enterprise (additional charges apply):
- Waiting Room
- Aggressive Cache (high traffic events) (worker)
- Reverse Proxy (worker)
- Custom workers
Get Help via Slack
Hands-on help is a key element of our support strategy. Get real-time help from professional engineers, not customer service salespeople – all via Slack or email.
Try Convesio
Top-Notch Support for Growing eCommerce Businesses
Either in-app or via Slack, our team of experts are just a few clicks away. With response times usually under 5 minutes, our team is an extension to your agency.
- 7-day free trial
- Free white glove migration
- No downtime or data loss
FAQs
Convesio Support
Convesio uses current-generation tech, like Zoom and Slack – and our primary means of support is live, real-time resolution. If the issue warrants further review, we can also utilize a ticketing system.
Unlike other web hosts, we take a very personalized approach to support. Every Convesio client has a dedicated Slack channel, making it easy to contact us, no matter when you need assistance. Our team is also comprised of technical experts, ensuring that we can handle any issue you may have.
Our support team has two key values: accessibility and technical expertise.
- Accessibility – Every Convesio client has a dedicated Slack channel, where you can easily get in touch with us 24/7/365. We don’t use ticket systems or make you jump through hoops to talk to a real human being.
- Technical Expertise – Our team is comprised of dedicated technical experts in database administration, DevOps, server management, and more. We’re not here to upsell or push unrelated offers – we’re here to listen, assist, and solve any technical issues that may arise.