Routing
Project location
Do I have to purchase hosting through WPE or FW in order to use Genesis Pro or the themes on your site?
No - you can purchase geneisis pro, as well as a variety of premium WP themes directly through Studiopress.com
If a net-new NA-based agency with 6 employees comes into chat and is bringing over a brand that has 400 employees, which pod would we route to?
Blue/Black
Do you offer DNS / Email hosting?
NO!
We only host the WordPress site, so you’ll still need a DNS and email provider.
WP Engine does not have name servers to host your DNS. We only host the WordPress site, so you'll need to keep your DNS where it's currently at, then point it to our platform. Our Support Team can assist with this set up
If you already have emails set up they can easily still live where they are now, that would be separate from the website. You can work with your current provider on making sure the emails stay live when you move a site.
What is the difference between our affiliate program and our APP and how they receive their payment
What is the affiliate program is for brands and they receive a one-time payment whereas the APP is for agencies where they receive recurring commission for anyone they refer over?
What is VE for XDRs and what is VE for sellers?
Intra-team VE: 30 days 1 way comms
Seller VE: 90 day 2 way comms
Do you do the migration for me?
We make the move very easy and seamless with our free migration plugin. You simply install it, enter our credentials, and then it's one click to move your sites over to us.
If you are wanting more of a white-glove service, we offer onboarding support on our custom solutions.
If an agency comes into chat on behalf of a brand client? Do we build the opp for the agency or the brand? How do we route?
We build opps and route based off of who we are talking to.
In this instance, we would build the oppty on behalf of the agency.
The only exception to this rule is in terms of routing- if the brand has enough employees to push past the Blue/Black routing cleavepoint.
How do you count visitors?
We count visits as unique IP address visitors every 24 hours.
What is an ADA chat?
Ada is a chatbot that is only available to a customer when they are logged in to the User Portal.
We use our ; ada atext since it will block letters and numbers. "Sincere apologies- due to security reasons, the numbers are blocked. Would you mind putting spaces in between them? Ex: 1 2 3 4"
if a BAM rep isnt responding to an HT request, but the customer is demanding a call now, what is the process?
Step 1: Reach out directly to rightful sales rep
Step 2: Reach out to the rightful sales rep’s team
Step 3: Reach out to the rightful sales rep's geo
Step 4: Reach out to everyone in sales
Step 5: Schedule meeting with sales rep the opp should go to per ROE
What does SSO stand for? Is SSO included?
Single sign on
Yes!
How do we define a customer?
email address associated as billing owner in the User Portal, MRR associated, customer status
Do you guys allow invoicing or bank transfers?
If you move forward with an annual Scale Plan or above, we would be able to allow payment by invoicing and we can attach your PO.
What are the 2 ways we work with agencies at WP Engine? And what is the biggest difference between the two?
We work with referral agencies (APP) and we work with resellers
The biggest difference is how billing is handled. With resellers, they own the billing and charge their clients a margin for their services.
Agencies that prefer a referral model, typically don't want to handle the billing for hosting.
To determine that someone is breaking away from their agency and where they should be routed, what should we check?
Overdrive
VE
What is different about using GES vs a CloudFlare subscription?
GES includes custom WAF rules built by WP Engine and Cloudflare. These rules uniquely apply to WordPress and WP Engine. GES is priced per account, Cloudflare is priced per domain. And GES is Fully Managed.
What is the process for India and Pakistan leads/routing/opp creation?
We do not route/set up a meeting if they do not meet FP rules.
If it is qualified for startup-growth, we guide them to self-serve. If it is price qualified or meets fast pass rules, we route and set up a meeting but do NOT create an opp until the rep gives us the go-ahead.
About an hour per every 10GBs of storage.
Also acceptable: The average migration time with this plugin is 36 minutes with 90% migrating below an hour, with no downtime.
What happens if my site is hacked on your platform?
We are so confident that you will not be hacked on our platform that in the rare event that you are, we pay a third party, Sucuri, to clean it up for free and our support technicians will work to address the issue to ensure full functionality is restored.
A current Atlas sandbox user (agency) comes into chat and wants to upgrade their account. Which team should this route to?
ACQ!
How many environments do I get included with the professional plan?
You get 3 environments- dev, staging, and production for each install.
The answer is 9 since the pro plan includes 3 installs
What do we do if someone has a sign-up issue?
First we use the: ; checkout atext
"Are you trying to use a 3D Secure card? Unfortunately we do not support this method of payment yet. Is there another payment type you could use? We support all major credit cards.
If you'd like to speak to a platform specialist to evaluate our plan option, I am also happy to connect you!”
-If the prospect does want to meet with a specialist, go right to pod associated with employee count and say "@channel signup issue HT help?”
-Opp creation: for soft pass, wait to create opp until rep gives you go ahead. If it’s FP, create the opp, no need to wait for rep
Is WP Engine PCI compliant?
WordPress itself is not PCI compliant because we are not storing that data on our servers. However, you can easily integrate e-commerce and PCI compliance on your site by using third party integrations or plugins such as Stripe.
What is the difference between WordPress.com and WordPress.org?
The one major difference between WordPress.com and WordPress.org is who's actually hosting your website. With WordPress.com, they take care of all of the hosting for you. You don't have to download software, pay for hosting, or manage a web server. You're also limited with which themes you can use, and can't take advantage of the plugin repository.
With WordPress.org, you would need to secure your own hosting for your blog or website. That's where we come in to provide you a managed hosted option which includes direct access to a WordPress dashboard in addition to providing you security, support, and managed WordPress updates.