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Support Data and Security

Last Updated: July 20, 2026

At WPHEKA, protecting your website and business data is a top priority. Occasionally, our support team may request temporary access to your website or additional technical information to investigate and resolve support requests.

This page explains what information we may request, how we use it and how we protect it throughout the support process. It supplements our Privacy Policy and our Support Policy.

Why We May Request Access

Some issues cannot be diagnosed using screenshots or error messages alone.

Depending on the nature of your support request, we may ask you to provide:

  • WordPress administrator access
  • Temporary FTP or SFTP credentials
  • Hosting control panel access
  • Database access (only when necessary)
  • WooCommerce configuration
  • Plugin settings
  • Debug logs
  • PHP error logs
  • Server information
  • Temporary staging site access

We only request the minimum information necessary to investigate and resolve your issue.

We Recommend Using a Staging Website

Whenever possible, we recommend reproducing issues on a staging or development website instead of your live production site.

This allows troubleshooting to be performed with minimal risk to your business operations.

How Your Information Is Used

Any information you provide is used solely for:

  • Investigating reported issues
  • Reproducing bugs
  • Diagnosing compatibility problems
  • Resolving technical support requests
  • Improving product quality

We do not use support data for marketing or advertising purposes.

Confidentiality

All support information is treated as confidential.

We do not:

  • Sell your information.
  • Share your credentials with third parties unless required to provide the requested support.
  • Use your website data for any purpose unrelated to your support request.

Access to customer information is limited to authorized WPHEKA team members involved in providing technical support.

Security Practices

When handling customer data, we follow reasonable security practices including:

  • Secure handling of credentials.
  • Access only when required.
  • Removing locally stored support files after the issue is resolved whenever practical.
  • Restricting access to authorized personnel.
  • Using encrypted communication whenever possible.

While we take reasonable measures to protect your information, no method of electronic storage or internet transmission can be guaranteed to be completely secure.

Temporary Credentials

For security reasons, we recommend that you:

  • Create temporary administrator accounts.
  • Create temporary FTP/SFTP accounts whenever possible.
  • Grant only the permissions required.
  • Remove or disable all temporary accounts immediately after your support request has been completed.

Please do not send passwords or credentials directly in a support ticket description. If we need access, we will let you know the secure method for sharing temporary credentials.

Sensitive Information

Unless specifically requested, please do not send:

  • Payment card information
  • Banking information
  • Government-issued identification
  • Passwords for personal email accounts
  • Private customer information unrelated to the reported issue

If sensitive information is accidentally included, please notify us as soon as possible.

Debug Logs

Support logs may contain technical information such as:

  • Error messages
  • Plugin configuration
  • WordPress version
  • PHP version
  • Server environment
  • Installed plugins and themes

This information is used only for troubleshooting and product improvement.

Third-Party Services

Some support requests may involve third-party services such as payment gateways, hosting providers or external APIs.

Any information shared with such providers will only occur when necessary to resolve your issue and, where possible, with your knowledge or consent.

Data Retention

Support-related information is retained only for as long as reasonably necessary to:

  • Resolve your support request
  • Maintain support history
  • Meet legal or business obligations

Information that is no longer required is securely deleted or anonymized where appropriate. For more information about how we handle personal information generally, please see our Privacy Policy.

Your Responsibilities

Before providing access, we recommend that you:

  • Create a complete website backup.
  • Verify that you are authorized to share access.
  • Use temporary credentials.
  • Remove temporary accounts once support has concluded.

Changes to This Policy

We may update this page from time to time to reflect changes in our support practices or security procedures.

The latest version will always be available on this page.

Contact Us

If you have any questions about how we handle support-related information or security, please contact us through our support portal or email us at contact@wpheka.com.