WP Cloud partner support options

WP Cloud offers Self-Service and Managed support tiers for host partners. Both tiers include support for account, billing, documentation, and WP Cloud platform issues; they differ in onboarding, day-to-day collaboration, implementation help, and access to tailored platform options.

The services available to a specific partner depend on its partnership agreement and current account configuration.

Compare support tiers

Area	Self-Service partners	Managed partners
Support model	Documentation and support requests for WP Cloud platform issues.	A managed relationship that may include a named contact or account manager.
Onboarding	Standard onboarding resources and documentation.	Onboarding tailored to the partner’s product, configuration, and workflow.
Implementation	The partner’s team designs, builds, and troubleshoots its integration using WP Cloud documentation and the API reference.	The WP Cloud team may provide hands-on guidance for setup, optimization, and integrations.
Communication	Support requests submitted through the WP Cloud Partner Portal.	Communication methods, check-ins, and reviews arranged with the partner team.
Platform configuration	Standard platform features and configuration.	Approved platform options and configuration based on the partnership agreement.

Managed services are not identical for every partner. The partner’s agreement and account configuration determine its contacts, communication methods, platform options, and other services.

Understand custom chroot availability

Self-Service partners use WP Cloud's standard platform configuration. They can deploy their own software through SSH automation or install supported packages on individual sites with the Manage Site Software endpoint.

Custom chroots for managed software are available only to Managed partners. They support client-level managed plugins, themes, mu-plugins, executable tools, and external repositories across sites. A Managed partnership does not automatically include a custom chroot; WP Cloud must approve and configure it for the client account. Symlinks and managed software explains the chroot, repository, deployment, and rollback model.

Support available to every partner

WP Cloud Support helps both Self-Service and Managed partners with:

• partner account access and permissions;
• billing, invoices, payments, and reporting discrepancies;
• suspected WP Cloud platform incidents, bugs, and behavior that differs from the public documentation;
• compliance, policy, and data-handling questions;
• missing, incorrect, or unclear documentation; and
• WP Cloud questions or problems that are not covered by the available resources.

WP Cloud supports the platform, while host partners support their hosting products, customers, sites, custom code, and integrations. Get support explains the complete scope and the information to include with a support request.

Use Self-Service resources

Self-Service partners use the same public platform information and account tools available throughout the partner lifecycle:

• Use the WP Cloud platform overview and the rest of the WP Cloud documentation for platform behavior, recommended workflows, and troubleshooting.
• Use the WP Cloud API reference for endpoint methods, fields, and response schemas.
• Use the WP Cloud Partner Portal for account information, Inventory, Insights, API keys, billing, team management, accepted documents, and support requests, subject to the user’s access.
• Use the PanelAlpha integration or EasyEngine integration documentation when the partner’s hosting product uses one of those control panels.

If the documentation does not answer a platform question, or a documented feature does not behave as described, submit a support request through the WP Cloud Partner Portal.

Managed partner services

A Managed partnership may add services such as:

• a named contact or account manager;
• onboarding tailored to the partner’s hosting product;
• hands-on guidance for setup, optimization, and integrations;
• regular check-ins or strategic reviews;
• communication methods arranged with the partner team; and
• approved platform options or configuration for the partner’s needs.

Some platform options require explicit approval or account-level configuration. For example, advanced Cron scheduling is reserved for approved Managed partners, and partners can discuss higher on-demand backup limits with the WP Cloud team.

Discuss Managed support

A Self-Service partner that needs recurring hands-on onboarding, integration guidance, or tailored platform configuration can ask WP Cloud about a Managed partnership. Eligibility, commercial terms, and included services are determined for the specific partnership.

Open the WP Cloud Partner Portal and select Support request.