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Good, reasonable response, IMO.

Ben, I don't know Jacques and don't pretend to speak for him, but I gather from his post that the scaling issue, and you not being able to accommodate him, would have been no big deal if he had not already been through the nightmare of migrating with bad documentation and support not handling that properly.

I think cascading frustration is what got him.

totally, and support coverage when he needed it (noting he's in Australia so totally different timezone to WP Engine business hours) would have also saved the day.

I'm incredibly proud of the business the team has built, and know we are still an excellent place to host WordPress. But yes, incidents like this give us opportunity to revaluate aspects like our documentation (and support hours) to double down and make things even better one we resolve them.

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