Yes. As long as your WP Ghost subscription is active, premium support covers every website connected to your account, no matter how many sites you run within your plan’s limit. The one limitation is that we support you directly, not your clients. If you run an agency and install WP Ghost on client sites, we still handle your tickets, just not theirs. Typical response time is 24 to 48 hours on business days.
What “Covers All Your Websites” Actually Means
Support is tied to your WP Ghost account, not to individual site licenses. If you have a Ghost 5 plan, every one of your five connected sites gets the same level of support. Same for a single-site license, a 10-site agency plan, or anything in between. When you open a ticket, you can reference any connected site and our team can help.
There is no “per-site” support credit system, no tiered support based on the number of sites, and no extra cost for help with a specific site. One active subscription covers all of them equally.
The Agency Caveat: We Support You, Not Your Clients
If you install WP Ghost on client sites as part of your services, the relationship is between us and you. You are our customer. Your client is not. When your client has a question, they should come to you. When you have a question (on their behalf or your own), you come to us. This keeps the support channel clean and lets us move fast on your tickets without having to verify third-party identities for every conversation.
Two tools make this setup work better for agencies. First, the Whitelabel option lets you rebrand the plugin inside the WordPress admin so your clients see your agency, not WP Ghost. Second, our Knowledge Base is public, so you can point clients to specific articles if they need self-service help. If you want to keep your branding consistent, Whitelabel also lets you hide the link to our Knowledge Base and replace it with your own help page.
What Support Covers and Does Not Cover
| Question | Covered? |
|---|---|
| WP Ghost feature configuration and setup | Yes |
| Plugin or theme conflict troubleshooting | Yes |
| Server compatibility (Apache, Nginx, LiteSpeed, IIS) | Yes |
| Path change and recovery issues | Yes |
| License and subscription questions | Yes |
| Any WP Ghost feature across all connected sites | Yes |
| Your agency’s clients contacting us directly | No, only you as the account holder |
| General WordPress help unrelated to WP Ghost | No, outside our scope |
| Custom development or code customization | No, not included in support |
| Help after the subscription expires | No, active subscription required |
Response Times and Priority
We aim to reply within 24 to 48 hours on business days. Most tickets get answered faster than that, especially for straightforward configuration questions where the fix is a specific setting or a known plugin conflict. Tickets involving custom server setups or unusual hosting environments can take longer because we often need to reproduce the behavior before recommending a fix.
Two things help you get faster answers: include the URL of the affected site, a screenshot or short description of the issue, and confirm the active security level (Safe Mode or Ghost Mode). With those three details up front, we usually skip the back-and-forth and go straight to the solution.
What Happens If Your Subscription Expires
The plugin keeps working on your site at the last installed version, so your security coverage does not suddenly drop. What you lose when a subscription expires is access to new feature updates, security patches, and our direct support. If you are running a production site, we strongly recommend keeping the subscription active so you receive new firewall rules, compatibility updates, and threat signatures as they ship. See the cancel subscription guide for what happens in detail.
Frequently Asked Questions
Do all my WP Ghost sites get the same level of support?
Yes. Support is tied to your account, not to individual sites. Every site connected to your active subscription gets the same premium support. A single-site license and a 10-site agency plan receive the same response quality and speed for the sites they cover.
Can my agency’s clients contact WP Ghost support directly?
No. Our support goes to you, the account holder. Your clients should come to you first, and you can escalate to us if needed. This is a standard agency-reseller model and it keeps support fast because we always know who we are talking to. For client-facing help, use the Whitelabel option and point them to our Knowledge Base as self-service.
How fast does WP Ghost support respond?
Typically within 24 to 48 hours on business days. Simple configuration questions are often answered the same day. Complex server or hosting-specific tickets may take longer because we sometimes need to reproduce the issue. Providing the site URL, active security level, and a clear description speeds things up.
What is not included in WP Ghost support?
General WordPress help unrelated to WP Ghost, custom development, code customization, and third-party plugin support beyond compatibility troubleshooting. We also do not support sites where the subscription has expired. For the supported scope, we help with feature setup, plugin conflicts, server compatibility, and any WP Ghost-related issue on your connected sites.
Do I lose support if my subscription expires?
Yes. An active subscription is required for support, updates, and new features. The plugin itself keeps working on your site at the last installed version, so your site does not become insecure overnight, but you stop receiving new patches, threat updates, and direct help from our team.
Can I get support for installing WP Ghost on a custom server?
Yes. We support setup on Apache, Nginx, LiteSpeed, IIS, and major managed hosts including WP Engine, Kinsta, Flywheel, SiteGround, RunCloud, Cloud Panel, aaPanel, GoDaddy, and others. Before opening a ticket, check the hosting and server types reference in case your setup is documented there.
Does WP Ghost modify WordPress core files?
No. WP Ghost uses server-level rewrite rules and WordPress filters. No core files are touched. Deactivating WP Ghost restores every original path and default instantly, so even if you need to roll back a configuration during a support ticket, there is no risk to your WordPress installation.