In short: Whenever your site needs a hand, help is a short message away. On managed plans your Success Manager is your first port of call, and the Maintena support team is always reachable by email.
What it is
This page is your map for getting help with Maintena and the WordPress sites you monitor with it.
There are two ways to reach us, and you can use whichever feels right:
- Your Success Manager, a named human who knows your account (included on managed plans).
- The Maintena support team, reachable by email for any account.
Both routes reach real people. The goal is simple: get you unblocked quickly, with as little back-and-forth as possible.
How it works
Who to contact, and when
| Your situation | Best first contact |
|---|---|
| You are on a managed plan and have a Success Manager | Message your Success Manager directly. They already know your setup. |
| You are on a self-serve plan, or your Success Manager is away | Email the Maintena support team. |
| Your site is down or you suspect a security issue | Contact us straight away by whichever route is fastest, and mark it urgent. |
| Billing or subscription questions | See Billing and subscriptions first, then reach out if anything is unclear. |
What happens after you reach out
- We confirm we have your message and understand the problem.
- We look into it, often checking the same monitoring data you see in your dashboard.
- We reply with a fix, a clear next step, or an honest update if we need more time.
- We stay with it until the issue is genuinely resolved, not just acknowledged.
We do not publish fixed response-time guarantees. What we can promise is that a real person reads every message, urgent issues are treated as urgent, and you will always know where things stand.
What you need to do
A little detail up front saves a round of questions and gets you an answer faster. When you contact us, try to include:
- Which site the issue affects, by its name or web address.
- What is happening, in plain words. For example, "the homepage shows an error" or "the site feels slow this afternoon".
- When it started, even roughly. "Since this morning" is genuinely useful.
- What you were doing when you noticed it, if anything specific triggered it.
- A screenshot or the exact error text, if you have one. Copy the words exactly.
- How urgent it is, so we can prioritise fairly.
You do not need to diagnose the problem yourself. Describe what you see, and we will take it from there.
Good to know
- Check your dashboard first for quick answers. Your Health Score, uptime history, and reports often show what is going on before you even ask. Feel free to mention what you spotted there.
- Point us at the right area if you can. Knowing whether it is about uptime, SSL and domains, speed, or security helps us route your message to the right person.
- One issue per message keeps things clear. If you have several unrelated things, separate messages are easier to track and close out.
- Keep replies on the same thread. Continuing an existing email keeps the full history in one place, so nobody has to repeat themselves.
On the roadmap
A built-in support area inside Maintena is on the way. It is designed to let you open a request, follow the conversation, and see its status right from your dashboard, with everything tied to the specific site it concerns.
It is not available yet. Until it lands, your Success Manager and the support team by email are the way to reach us, and they will continue to be fully supported after it ships.