Definition
What is a 504 Error and what does it indicate?
A 504 error happens If there are incoming requests when the active and backlog queue are filled up, then the oldest request in the backlog is evicted, resulting in a 504 Gateway Timeout error. Additionally, requests are automatically kicked from the backlog queue after 60 seconds, at which point they are served a 504.
504s happen on our platform for a very specific reason. If an account is regularly serving an excessive amount of 504 errors, it could be evidence of a server capacity issue. If the capacity issue is not due to poor code that can be fixed, then the customer may need a server upgrade.
If a net-new brand comes in with an Atlas inquiry, who do we route them to?
Email intro ACQDR using Intro to AQCDR - Atlas template; create lead in Drift, see routing assignments
What is the SOC type II report?
This is an industry standard report that contains information about the security measures we have in place that meet a set of a defined criteria and have been verified by a third-party.
Value prop
Something along the lines of:
We are a fully managed web host exclusive to WordPress. We make it easy for you to focus on the design and develop your site, while we manage the backend - such as security protection, automatic daily backups, caching, 24/7 Support, and core WordPress updates.
What happens if I go over the visitor limits?
We charge $2 for every 1,000 visitors over the limit
What is a VM?
Virtual Machine (VM): is a virtual environment that functions as a virtual computer system with its own CPU, memory, network interface, and storage, created on a physical hardware system (located off- or on-premises).
commentsold.com comes into chat and is looking to sign up for a new account. Who do we route them to?
Whoever is up next on the NA Brand Round Robin
What is evercache?
WP Engine built a proprietary caching technology called EverCache. EverCache is a collection of open source technologies intended to provide ideal performance and scale.
Our caching technology makes it possible to have a surge in website views without crashing the server. Given our experience and expertise in WordPress, we are able to apply this custom caching configuration across our platform to optimize all WordPress sites for speed.
Answer this question with a quick pitch- Why is WP Engine so expensive?
Something along the lines of:
First say - "I could give many reasons why WP Engine stands out amongst our competitors, but may I ask what is most important to you in a hosting provider?"
Then say - We are a digital experience platform with a range of technology solutions to build, launch, analyze and optimize WordPress sites. We have one of the world's largest R&D teams focused on innovations around performance, platform integrations, and enterprise-level security for WordPress.
We also manage WordPress for you and handle the more complex side of hosting - things like infrastructure and database optimization. We are also unique in that we offer support 24/7/365 from award winning WordPress experts.
How can I access Billing?
Why is there no phone line for Billing?
Billing can be contacted via email by emailing them at billing@wpengine.com or opening a chat with them within your User Portal (limited hours).
We do not offer a direct line to our billing team because we like to keep a paper trail of all conversations so that all of our bases are covered if there is any conflict.
What is a Container?
packages of software that contain all of the necessary elements to run in any environment. In this way, containers virtualize the operating system and run anywhere, from a private data center to the public cloud or even on a developer's personal laptop.
who do we route xyz@dgtlnk.com to
Anna Rogert- she is the Parent Account Owner
What is Smart Scale?
Smart Scale is an add-on that upgrades your server vertically, that is, it provides more resources to handle an influx of traffic, dynamic requests, or for peace of mind during events.
Pitch Shared vs Isolated solutions
A shared environment means you're sharing space on a server with other WP Engine customers, meaning you could be impacted by your neighbors sharing resources. On a dedicated environment, you will have your own server and resources allocated to you and your site(s).
How do I transfer a site from my account to another account?
Have the customer open his/her own account and let Support know and they will ask for the account Pin on both accounts in order to move the site over to the appropriate owner. You can find the Pin by hovering over the "i" icon in the User Portal next to Support (24/7).
Or, you can use a transferable environment which allows developers and agencies to create sites on behalf of their clients and then transfer the completed site to their clients when it's time to go live. This frees up agencies or freelance developers from the need to manage hosting bills for their clients.
What is a cluster? What solution has a cluster setup?
Clusters
A Cluster is nothing more than an interconnect of two or more servers (called nodes) which appear as one. The cluster shares storage resources for maximum efficiency and cost savings.
WP Engine Business Context
Clusters are typically comprised of multiple servers joined together. Clustering might also mean having multiple computers working on one task to improve performance or to address a problem which is too big for one system. Or, it may mean having systems readily available that can stand as ‘failovers’ for another system without losing continuity or consistency in the operating system.
who do we route https://rachelhowertonphotog.com/? - they are looking to breakaway
Carlos Aguire- he has VE on the parent account
What are the two brands of Architecture we have Premium solutions on?
GCP - google cloud
Microsoft Azure
Pitch GES
Global Edge Security is an offering we developed through our partnership with Cloudflare. GES provides robust security and performance by providing managed Web Application Firewalls (WAF), advanced DDoS mitigation, SSL encryption at the edge, and full page CDN.
Do you allow SSH access?
We allow users to SSH into the WP Admin. When connected through SSH, you will be able to access the WordPress files and database as though you were connected directly to the server, but you won’t see all of the standard pareses that are running on a server, such as Apache or MySQL.
What is multisite? What is an example of a multisite?
WordPress Multisite is a feature that allows you to create a “network” of subsites within a single instance of WordPress. This network shares a file system, database, and are typically variations of the same domain. There are two types of multisites: subdomain (EX: site.domain.com) and subdirectory (EX: domain.com/site). Administrators can also map custom domains to any of their existing subsites.
What are the two criteria for a brand current customer to route them to Daniel Moreno's team?
1000+ EEs
$2,000+ in MRR in SFDC
Page Speed Boost is an all-in-one site optimization plugin that we built in partnership with NitroPack. Customers are constantly seeking ways to improve their SEO, their Core Web Vitals, and their performance, and oftentimes this takes the form of throwing spaghetti at the wall - adding tons of conflicting plugins, toggling settings - it becomes a mess.
So Page Speed Boost is a toolkit of all the major optimizations you need in one place. You set and forget it - and your images, front-end code are instantly optimized, and your page speed scores get an immediate boost.
Anybody can use it and it takes a few minutes to turn on.
It is available on all plans EXCEPT Atlas
Pitch APM
Application Performance is an offering we developed through our partnership with New Relic. It allows your developers to troubleshoot issues quickly, and to understand if and how an issue occurs.
Do you have VPS?
No, not in the sense that we provide a blank slate server. WP Engine takes all the work and worry of having a system admin, security admin, and we fully manage the server environments.