Sometimes, when you request support, WebberZone might need access to a staging copy of your website. This access is intended to check your site and suggest solutions.
What should you do first?
Before you give us access, please make sure that you take a complete backup of your site. This includes both the database and all your files.
We will also require you to install the Query Monitor pluginOpens in a new window. This plugin will enable us to study the queries generated by our plugins.
WebberZone Support works on staging sites only — we do not request or want access to your live production site. Please set up a staging environment before requesting support; many hosts offer one-click staging, or you can ask your host how to create one.
If a staging site isn’t available, we won’t be able to proceed with hands-on troubleshooting until one is set up.
In rare cases where a staging copy genuinely can’t reproduce the issue, we’ll explain why and ask for your explicit permission before making any changes to the live site.
What WebberZone Support might do for your site
Unless you give us specific instructions, WebberZone Support will only observe your site and will not make any changes directly. If we notice anything wrong, we will explain it to you and ask for your permission to make the necessary changes. Note that any changes made to your site could have unexpected results, which is why we require you to confirm that your website is backed up.
Confidentiality of Your Credentials and Content
WebberZone Support will never pass your credentials or content to anyone else. If we identify a problem that only reproduces on your specific site and requires us to make a local copy for development purposes, we will let you know in advance and only do so with your permission. Once we’re done, we will delete this copy.
Under no circumstances will we expose or share any of your site’s data with anyone else. We will treat your site as we treat our own sites.
Temporary login details
We will require access to your staging site’s WP Admin. Please create a unique administrator account for WebberZone Support and share the login details with us only via our support form — never in a public forum, comment, or ticket that others can see.
In some cases, we might also require access to the plugin files and database on your staging site. In these cases, you will need to generate temporary credentials for us, including SFTP access and access to phpMyAdmin or similar.
As soon as we have finished troubleshooting, please delete the temporary accounts and credentials you created for us.
How to Pass Private Information
Please do not post any private details — including login credentials — in the WordPress.org forums or any other public forum. Please contact us first via our support form, and we will let you know how to send us that information. Information you provide to us in this way is accessible only to WebberZone Support.
Questions or concerns?
Remember that WebberZone Support will only ask you for these details to help debug your site. If you have any concerns, please do take your time to consider this. If you have any questions, please contact us.