FAQ and troubleshooting
FAQ and troubleshooting page provides first-response diagnostics before escalation. It helps reduce turnaround time by collecting consistent context and routing questions to the right guide.
First response checks
01
Verify scope
Confirm whether issue is content, infrastructure, billing, or integration related.
02
Capture evidence
Collect URL, timestamp, screenshot, and exact error text before retries.
03
Check recent changes
Review deployment, plugin/theme update, or DNS changes in the same time window.
04
Route correctly
Use support escalation flow for incidents and billing channel for commercial topics.
Common questions
| Question | Immediate action | Escalation path |
|---|---|---|
| Site is down for all users | Open one support email thread and mark subject with [OUTAGE] | Support and SLA model + Incident response runbook |
| New feature request arrived during sprint | Document requirement and expected timeline impact | Delivery process and scope review |
| Invoice line appears unclear | Reference invoice ID and disputed row | Billing policy guide |
| Need to stop service next month | Request cancellation before next renewal boundary | Cancellation flow |
High-frequency FAQ
Host vs Care
Theme-level SEO meaning
Kernel Uptime coverage
Related docs
Support escalation matrixRouting and ownership by incident severity.Billing policy guideInvoice rules and dispute workflow.Cancellation flowService closure sequence and transition checklist.
Routing ruleIf the issue impacts availability, use incident channels first. If it concerns invoices or contracts, use billing/legal channels directly.