While you don't provide consulting services surely this would fall under "troubleshooting WordPress", no? This is taken straight from your website:
The Most WordPress Experts Per 1000 Customers…
Great support? Many hosting companies claim this. But when you’re hosting WordPress, you need specific support. If a plugin breaks, or a theme file doesn’t work, and you’re hosted with a typical hosting company, they’ll throw up their hands and say “Not responsible! We just provide the server and the bandwidth, buddy.”
Not so at WP Engine. Our staff consists entirely of WordPress experts, so we can help you track down and troubleshoot WordPress issues.