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Privacy and Security when Providing Debug Information for Support

Sometimes, in order to help you, WPHEKA support team may ask for access to your site. This access is intended for us to check what is happening inside your site and give you solutions based on what we are seeing.

What WPHEKA Support May Do With Your Site

Unless you give us specific instructions, in your support ticket, WPHEKA support team may only look at your site and not make any changes. Even if we see something that we are certain is wrong, we will not change it before we explain to you and receive your permission.

When you give us permission to make changes, please take into account that these changes may have unexpected results. Therefore, it is extremely important to back-up your site before WPHEKA support starts working on it. Backup should include the database and the files system.

Confidentiality of Your Credentials and Content

WPHEKA support team will never pass your login details or any content or setup found in your site to anyone else. If we find a problem in your site, which we can only reproduce on your site, we may ask your permission to make a copy and use for development and debug purposes. The extent of this work is only to troubleshoot the problem that you have reported. Once we are done with this, we will no longer use your site’s data for other work.

Under no circumstances will we expose any of your site’s data or share it with anyone else. We will treat your site as we treat our own sites.

Providing Temporary Login Details

When we request login to your site, please don’t share with us your administrator account. Take a minute to create a new administrator account for WPHEKA support and share with us this login. When we finish troubleshooting your account, please delete the account that you have created for us.

Using Staging Sites

Whenever possible, we prefer to work on staging sites and not on your production site. We understand that this is not always possible.

How to Pass Private Information

When our support team needs to receive private information from you, You can enter account logins into your private tickets.

Questions? Concerns?

Remember that when WPHEKA support team asks for access to your site, it is only in order to troubleshoot issues that you are seeing. If you are not sure, take your time and ask the supporter. To escalate privacy issues to our management, please use our general contact form.