Statement of Support - Managed WooCommerce Stores

Please review the full Statement of Support to learn more about available support for additional products and services.

Supported:

• Purchasing or renewing the Managed WooCommerce Stores product
• Explaining our Managed WooCommerce Stores features and benefits
• Provisioning your Managed WooCommerce Stores account
• Using our hosting control panels
• Helping with core navigation of WordPress, such as the Admin Dashboard¹
• Setting up GoDaddy Payments²
• Providing resources to help you add or remove products
• Providing resources to assist with setup of GoDaddy-provided extensions and Managed WooCommerce Stores features
• Guidance for setting up your shipping, payments, and taxes
• Providing resources to add and edit images to product galleries
• Providing resources to assist with importing and exporting products
• Providing resources on translations in WooCommerce
• Logging in to WordPress admin and user management
• Provide guidance on Plugin³ and Theme conflicts
• Resolving conflicts caused by GoDaddy-provided extensions and features (such as GoDaddy Payments)
• Providing resources to add media
• Providing resources to create/manage a page or post¹
• Providing resources to install, activate, deactivate, or remove a plugin or theme
• Providing resources on how to prevent comment spam
• Provide resources on how to use the block editor
• Updating Permalinks
• Ensuring auto-updating themes, plugins, PHP versions and core versions of WordPress are working as intended
• Provide resources on troubleshooting database connection strings
• Resolving site outages (White Screen of Death/”The site is experiencing technical difficulties”)⁴
• Explaining the benefits of GoDaddy auto-installed or recommended 3rd-party plugins⁵
• Identifying platform-related performance issues⁶
• Providing resources for setting up SFTP access
• Explaining how to upload files to your Managed WooCommerce Stores
• Security Monitoring and Malware Scanning⁷
• Explaining Managed WooCommerce Stores caching and how it can be cleared
• File and Database backups daily⁸
• Monitoring of WordPress hardware and network
• Fix database connection string errors
• Providing guidance on DNS related issues
• Providing guidance on image customizations
• Providing guidance on custom code conflicts (PHP, HTML, JavaScript, CSS)
• Setting up your domain or subdomain with Managed WooCommerce Stores
• Manually migrating your site to Managed WooCommerce Stores⁹
• Making your domain name work with Managed WooCommerce Stores
• Installing an SSL certificate

Not Supported:

• Customizing WooCommerce store setup
• Customizing plugin functionality for individual store needs
• Fixing themes and third-party plugins
• Editing site code

1. Support is limited to explaining how to perform these actions with the default WordPress editor or GoDaddy CoBlocks Site Builder. We cannot add, edit, or delete content for you or provide assistance with performing these actions using plugins or themes (for example, Divi, Elementor, Visual Composer, etc.) that change the WordPress editing experience.
2. You can find more information about GoDaddy Payments support at Statement of Support – GoDaddy Payments.
3. While we do not support custom code, with Managed WooCommerce Stores we will perform a more in-depth review to determine why a plugin or theme may not function properly on our system. We cannot guarantee we can make them work, but we will do our best.
   Special Note on Plugins: To ensure superior performance and security within the Managed WooCommerce Stores environment we carefully review plugins. To do this, we run a nightly scan of our Managed WooCommerce Stores hosting environment. Plugins that are not allowed will be removed and an email sent to the owner of the affected account.
4. This error is typically caused by a configuration error with WordPress. Our support will provide a best-effort attempt to assist with regaining access to the WordPress admin panel. This can include disabling plugins/themes, options for restoring a site or disabling problematic configuration files.
5. We provide limited support for GoDaddy partnered 3rd party plugins. We work closely with these plugin developers to ensure their functionality with your hosting and to identify and resolve issues as they are discovered. Feature requests, usability, bugs, security, and compatibility with WordPress Core or other plugins are outside our support capabilities.
6. Identifying root cause of website performance issues - We will ensure that sending email through the web server, web serving, FTP, and your control panel are all functioning and accessible. The customer is fully responsible for the installation and correct operation of any and all modified scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning customized scripts or applications.
7. Security Monitoring and Compromise Review - Our security team is on the job 24/7, monitoring your site for suspicious activity and helping to protect it against brute force, DDoS attacks and common malware.
8. Data Backup – Your Managed WooCommerce Stores hosting includes data backups which we typically have 14 to 30 days of data retention available; however, we do not guarantee the availability or restoration of any lost data. A restoration can be requested through your Hosting Dashboard at any time. We also recommend the customer capture and maintain a secondary backup source through another service or locally.
9. We offer a premier migration process that has a high success rate. If for some reason, you experience issues with migrating a site, or if migration fails, we will review common reasons for the failure and suggest changes to your site if you'd like to continue with Managed WooCommerce Stores.