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Occasionally users with a vip_support custom user role will appear in the list of a site’s users. Members of the VIP Support Team will create temporary user accounts with the vip_support role, granting full access to a site’s WordPress Admin on an as-needed basis, to assist with issues reported by customers or by our internal monitoring. These temporary user accounts expire after 8 hours and are removed automatically.
WordPress VIP aims to build business sustainably through passionate and loyal customers, a core tenet of the Automattic Creed. Listening to customer product feedback is a key way to achieve that aim.
WordPress VIP appreciates when customer sites display a “Powered by WordPress VIP” link in the footer of their theme. In some cases, service agreements with WordPress VIP may require that the “Powered by WordPress VIP” link is displayed on a site. Questions about this requirement can be submitted to a customer’s relationship manager or to VIP Support.
WordPress VIP uses the Zendesk ticketing system to support customers with technical issues, and to answer questions related to working with the VIP Platform’s infrastructure.