Service Specification:

Managed Server (Vultr)

This document details all the features, inclusions, exclusions, terms and conditions regarding our single-tenant, Managed Server (Vultr) products

Please also see our general Terms and Conditions of Service.

Server Specifications

At time of writing, provisioned servers are configured as follows:

  • Ubuntu 64-bit 20.04 LTS
  • Nginx 1.1.7 with HTTP/2
  • Apache 2.4
  • MySQL 5.8
  • Brotli
  • PHP-FPM 7.2, 7.3, 7.4
  • Postfix
  • git, composer, WP-CLI
  • Single IPv4 address. IPv6 available on request.

Notes

Server configurations are as per the Vultr product range and subject to change. Please contact WP NET prior to placing your order if you have particular software requirements for your server.

Service Features

  • Vultr VPC cloud servers, backed by Vultr’s SLA
  • WP NET Site Manager control panel – see below for details
  • Each Managed Server plan supports a predefined number of website installations
  • Automated daily backups of all MySQL databases, stored off-server, 120 day retention
  • Brute-force blocking for failed SSH/SFTP logins
  • AutoSSL certificate issuance from Let’s Encrypt
  • Optional daily server snapshot backups
  • WP NET Support manage:
    • Server performance monitoring
    • Daily malware scanning
    • OS and server stack software updates
    • Firewall

Support

Support is provided through our website’s support ticket system. You can also open a ticket by sending an email to support@wpnet.nz. Please note that to open a ticket via email, the email must come from an address that is registered with your account on My WP NET.

Support Hours and Response Times

  • Monday – Friday 8.30am – 6pm: 4 – 6 hours
  • Other times (including weekends): 12 – 24 hours

Scope of Support

WP NET manages all aspects of the underlying virtual server: the operating system and server stack software, including installation of all software updates and security patches as required.

WP NET ensures service availability and will assist with user, website and database management where required. The customer can also manage users, websites and databases via the Site Manager control panel.

Additional server administration tasks outside the scope of support are billed at NZD$80 per hour.

WP NET will always try to help with whatever query you may have if time and resources permit. We will often provide help and support outside the stated scope of support. However, this is at our discretion and may receive a lower response priority.

Backups

Server Snapshot Backups

If snapshot backups are enabled for a server, a complete server snapshot backup is generated daily and stored off-server in a secure repository.

Snapshot backups can be restored by the customer directly from the control panel. Note that this is a complete server image restore and all content on the server will be destroyed prior to backup restoration.

If you need to restore just some data from within a snapshot backup, WP NET support can retrieve the data for you. Just open a support ticket. Managed backup restoration costs NZD$30 per restore.

Managed Server users can also create and restore server snapshot backups, directly within the control panel. Each server can store a total of two server snapshots.

Database Backups

These backups run at 2am each day, stored off-server and retained for 120 days.

Database backups are saved locally and then sent (via HTTPS) to a secure Amazon S3 repository and stored using AES256 encryption. The local copies are then deleted.

Database backups are taken of all databases on the server.

These backups are not directly accessible by the user. To request a copy or restoration of a database backup you must open a support ticket.

Deleted Backups can not be restored! Once a backup has been removed from the repository it can not be recovered.

Managed WordPress

We are not yet able to offer our WordPress update and support plans – but more information will be available shortly.

With our Managed Server product line currently: WP NET manages the server and the customer manages their WordPress sites.

WP NET Support is here to help – as always – but outside of scope development work will additional costs. We’re happy to provide a free quote for any additional development or server admin work.

Disk Space Usage

Managed Servers have a fixed disk size, so overuse is not possible. It is recommended that Managed Servers run with no less than 8-10% disk space free. Therefore, Managed Server customers will be notified when disk usage goes over 90% and WP NET Support will assist with reducing disk usage – if possible – or applying a server upgrade.

See Upgrade or Downgrade a Managed Server.

Managed Servers running at over 90% disk usage for a prolonged period of time may experience performance and stability issues.

Bandwidth (traffic) Usage

Managed Servers include a predefined amount of data traffic allowance, as per the Managed Server plans.

Traffic allowance applies to all data traffic, both incoming and outgoing.

By default, Managed Servers are provisioned at Vultr’s Sydney data centre. Other locations available on request, please contact us for details.

Traffic overuse is charged at NZD$0.08 per GB.

By signing up for a Managed Server, the customer accepts responsibility for any additional data traffic costs, as they occur.

Site Manager Control Panel

All Managed Servers include WP NET’s custom control panel, integrated directly into our customer portal, My WP NET.

With the Site Manager you can:

  • Add, edit and remove system users
  • Add, edit and remove websites
  • Install WordPress
  • Manage and install Let’s Encrypt certificates
  • Add, edit and remove MySQL databases

For more details and instructions see Site Manager Control Panel.

Upgrades and Downgrades

You can upgrade your server to a higher plan at any time.

Managed Server disk size can not be shrunk, therefore, downgrading to a lower plan is not possible.

For more details see Upgrade or Downgrade a Managed Server in our Knowledgebase.

Account Access

Managed Server customers can use the included Site Manager control panel to create system users, deploy WordPress sites, manage databases and install Let’s Encrypt certificates.

Each user you create with the Site Manager is a Linux system user, via which you can connect to the server using SSH, SCP and SFTP. SSH Key based authentication is also supported.

When connecting via SSH, CLI tools are available including: Git, WP-CLI and Composer.

Users familiar with FTP can use SFTP (FTP over SSH) to connect to the server and manage your site’s files. Most popular FTP clients support the SFTP protocol.

As a fully-managed service, root user access to the server is not provided to the customer.

Monitoring and Security

Server Uptime Monitoring

Each Managed Server is remotely monitored with a PING test every 60 seconds.

Currently, we do not automatically monitor each individual domain running on Managed Servers, but you can request any domain to be monitored by opening a support ticket.

Server Resource Monitoring

WP NET support utilises internal monitoring systems to track server resource usage such as RAM and CPU load, network usage and latency, disk usage and running processes. WP NET support will contact customers if any issues are identified, or if upgrading of server resources is required to maintain acceptable performance and stability.

Malware & Virus Scanning

All Managed Servers have malware and virus scanning software installed and an automated scan of all websites is performed each night. If malware is detected, WP NET support is notified and will contact the customer to discuss the best course of action.

Malware and virus scanners we use:

  • Linux Malware Detect
  • ClamAV

Database Management

Customers can create and remove MySQL databases using the Site Manager Control Panel.

Remote connection to the database server is not possible. Port 3306 is blocked by the firewall and MySQL is configured to disallow remote connections. Database management options available to the customer are phpMyAdmin and WP-CLI.

Managed Servers do not have phpMyAdmin installed by default, but you can request it by opening a support ticket.

Last updated: 5 May 2020. Subject to change. If you have any questions, please contact us.