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Service Specification:

Managed WordPress Hosting & Support

This document details all the features, inclusions, exclusions, terms and conditions regarding our shared-tenant, Managed WordPress Hosting & Support products.

Please also see our general Terms and Conditions of Service.


MWP2.0

The following specification applies only to the current range of Managed WordPress Hosting plans known as MWP2.0, released 22 May 2017. Specifications of previous (legacy) plans are also available.

Website & Database Hosting

Standard Features

All Managed WordPress Hosting & Support accounts include:

  • Fast, secure NZ-based servers — no less than 99.8% service availability
  • NGINX, Apache, PHP, MySQL hosting account
  • PHP 5.6, 7.0, 7.1, 7.2 via PHP-FPM
  • NGINX with HTTP/2 support
  • Let’s Encrypt FreeSSL certificates  1
  • Plesk Onyx control panel
  • Managed upgrades of all WordPress core software updates
  • Automated WordPress performance and security enhancements
  • Daily Instant restore, full backups, 7 – 14 day retention
  • Daily remote database backups, 120 day retention
  • Website up-time monitoring
  • Managed Firewall with Fail2Ban protection
  • Automatic server-side and external malware scanning
  • Shared IP address

Notes

1 SSL supported on Starter + SSL 1GB plan and above only. You can use certificates from other issuers or purchase signed GeoTrust certificates from WP NET.

Email and SMTP

SMTP is configured on all servers and all applications can send email.
POP mail is disabled and there are NO email accounts included.

Domains and DNS

Registering or transferring your domain to WP NET is optional.

If you already have your domain registered elsewhere, and you don’t want to transfer, you can simply point your domain’s ‘A’ record to the WP NET server’s IP address to activate your website. Details are provided at time of sign-up.

If your domain is registered with WP NET we provide nameservers and DNS zone file hosting free of charge. Customers can manage their domains via our Domain Management Console.

If you require help with configuring your domain, please open a support ticket.

Support

Technical support is provided through our website’s support ticket system only — telephone support is not available. 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 Target Response Times

These times are estimates based on past support performance, but these are not guaranteed response times.

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

At times of low support staff resources or unusually high amounts of support ticket traffic, response times may be longer.

Scope of Support

WP NET’s Managed Support service only applies to the designated “live” site(s), hosted under the user’s account. Development, staging and test sites do not apply and are not covered by the Managed WordPress Support service. The customer is responsible for managing all other non-Managed sites installed under the user’s account.

Running additional copies of your site on a production server can have security and SEO drawbacks and is discouraged. For best security practice, host only your live site and nothing else.

WP NET’s scope of support DOES include:

  • Ensuring your web space and database services are functioning and responsive
  • Hosting systems set up and configuration
  • Assisting with DNS configuration for your domain(s)
  • WordPress plugin and theme installation (excludes set up and configuration)
  • Answer your WordPress related queries
  • All other services as detailed on this page

WP NET’s scope of support does NOT include:

  • Content management
  • Technical support for premium (paid) plugins and themes

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.

Disk Space Usage

Each hosting account has a prescribed disk space limit. If you exceed this limit you will need to add more disk space to your plan, or upgrade your account to a higher plan. Please see Exceeding Allocated Disk Space below for our policy on managing overuse of disk space.

Please refer to our Knowledgebase for help with Managing Disk Space Usage.

Customer disk usage calculations

  • Included: all files and folders contained in the user’s home directory, and /httpdocs. All customer-generated Plesk Panel backups.
  • Excluded: MySQL databases, log files, administrator-generated backups.

Note that backups you create and staging sites you clone and sync all use your allocated disk space.

Actual Disk Space Available

Actual usable customer disk space is higher than simply “1GB” for Starter plan. For example, if a customer has a website using 800MB, and they have two databases that are around 150MB each:

  • Starter 1GB plan example:
  • Website files storage: 0.8GB (included in disk space allocation)
  • Databases: 0.3GB (excluded from disk space allocation)
  • Auto Backups: 1.8GB (excluded from disk space allocation)
  • Total: 2.9GB

However, because this customer is using 800MB of their 1GB disk space allocation, they would not be able to clone a staging site without adding a disk space upgrade. You can add disk space to any Managed WordPress Hosting plan for $2 per GB per month.

Exceeding Allocated Disk Space

If a hosting service exceeds the current plan’s allocated disk space you will receive an email notification each day.

If a hosting service exceeds the plan’s disk space allocation for 3 consecutive days, a disk space upgrade will be applied automatically to cover your current usage. For example, if a site is on the Starter 1GB plan and the disk space usage is 2.2GBs, a +2GB disk space upgrade will be applied, bringing the total allocation to 3GB.

Disk space upgrades cost $2 per GB per month.

If a disk space upgrade has been applied to your plan and you then reduce your usage, you can downgrade your service and remove the additional disk space. However, please note that disk space downgrades are not applied automatically.

Policy Update May 2018: If you exceed your plan’s disk space allocation for 3 consecutive days, a disk space upgrade will be applied automatically.

Backups

Plesk Panel Backups

These backups run daily at approximately 12am every day.

Plesk Panel backups are stored on server, outside the web root or any customer accessible directories. These are complete account level backups of all your customer account and hosting data in Plesk Panel. This includes all files, databases and hosting configuration data.

Plesk Panel backups are incremental. A full backup is taken every 7 days, followed by 6 incremental backups. Two complete backups are stored, meaning that available backups vary from a minimum of 7 days, up to 14 days.

Automated Plesk Panel backups do not count towards your total disk space allocation for your hosting account. You are also able to run Plesk Panel backups on-demand — however, user-generated backups do count towards your total disk space allocation.

You can login to Plesk Panel at any time and view, download and restore your backups.

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

Server Image Backups

We take data security very seriously and we would be very disappointed to learn that any customer has lost some critical data. To this end, in addition to the Plesk Panel backups we also take complete snapshot image backups of all our servers every day. So, if for some reason the Plesk Panel backups are not sufficient, open a support ticket and we may be able to restore your data from a server snapshot. A recovery fee may apply.

If you do experience some loss of critical data, please contact us immediately.

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

WordPress Core Updates

As part of our Managed WordPress hosting and support service, WP NET will test and deploy all major version* WordPress core updates on behalf of our customers.

SUMMARY

  • Minor version updates installed automatically, by WordPress or WP NET
  • Major version updates tested and installed by WP NET (Usually the first point release after each major release)
  • You are free to update yourself at any time

Please review our WordPress Core Update Policy.


* Different types of WordPress versions

  • Major version = 3.9 to 4.0 or 4.1 to 4.2
  • Minor version = 4.1.0 to 4.1.1, or 4.2.2 to 4.2.3 (also referred to as a point release)

Please note that WPMU (WordPress Multi-site) installs are not supported on Managed WordPress shared-servers.

WordPress Plugin Updates

Whenever possible and practicable, WP NET will deploy WordPress plugin updates that address any known serious security vulnerability, as soon as reasonable after the plugin author releases an update.

SUMMARY

  • General, non-security related plugin updates are the responsibility of the customer
  • WP NET recommends that customers keep their WordPress plugins up-to-date
  • Important security patches and updates for WordPress plugins will be installed by WP NET whenever possible (details in our Policy)

Please review our WordPress Plugin Update Policy.

WP NET is not responsible for any loss as a result of an automated update of a modified plugin — you must notify us or rename any modified plugins.

Disallowed Plugins

Some plugins are classed as disallowed from our systems and may be removed if they are detected on our servers. We try not to play too hard and fast with these rules, and we’re open to discussion if you think we’ve got something wrong. Backup plugins are generally discouraged as these unnecessarily duplicate the backup processes we already have in place. They also take up loads of disk space as they invariably store the backups locally.

For the complete list of disallowed WordPress plugins, please see our KnowledgeBase.

WordPress Theme Updates

With the exception of known, serious security vulnerabilities, WordPress theme updates are not included as part of our Managed WordPress support service.

Due to the prevalence of sites using modified themes and other issues associated with managing WordPress themes — theme updates are not covered by the Managed WordPress service.

SUMMARY

  • General, non-security related theme updates are the responsibility of the customer
  • WP NET recommends that customers keep their WordPress theme(s) up-to-date
  • Critical security patches and updates for WordPress themes may be installed by WP NET (details in our Policy)

Please review our WordPress Theme Update Policy.

Migrations

Each Managed WordPress Hosting and Support plan includes a specified number of free site migrations, as follows:

  • Starter and Starter + SSL: 1 free migration
  • Professional: 2 free migrations
  • Business: 4 free migrations

Once you have completed your hosting service sign up and your service has been activated, you can request your free migration(s) by completing the Migration Request form.

Should WP NET be unable to complete the migration in reasonable time, due to incorrect information being provided by the customer, technical issues on the third-party host or other conditions beyond the control of WP NET, this service may (at WP NET’s discretion) incur fees, payable by the customer. In these cases, WP NET will contact the customer and provide a cost estimate to complete the migration.

This service is provided with no warranty, implied or otherwise. WP NET is not responsible for any website down-time, data loss or other negative impact that may occur as a result of performing a website migration.

Additional site migrations are available for NZD$80 per site.

Staging Sites

Customers can create staging and development sites using site Copy & Sync in Plesk.

Each Managed WordPress hosting account includes one sub-domain and one additional MySQL database so customers can host a second website such as staging.mywebsite.com. The sub-domain site is not be be used as a live / production website.

Please note that staging / test sites are excluded from WP NET’s Managed WordPress support service and are the responsibility of the customer. All sites other than your primary live site are excluded from our managed systems. Staging sites use your hosting plan’s disk space allocation, if you don’t have enough disk space available, you may not be able to clone or sync sites.

For more information, please see our Staging Site Guide.

Account Access

All shared-hosting accounts include access to Plesk Panel control panel where you can manage your hosting account, domains, sub-domains, databases, FTP accounts, backups and more.

All shared-hosting accounts support secure FTPs file transfer. You can manage your access credentials from My WP NET or the Plesk Panel. Unsecured FTP connections are not permitted, you must use FTPs.

Git is not currently supported on our servers but we may offer this in the future. Please register your interest.
SSH access is not currently supported on Managed WordPress MWP2.0, but it is on our roadmap.

Monitoring and Security

All WP NET Managed WordPress servers are protected by managed firewalls and we enforce strict security policies. Complex passwords must be used throughout our systems and we regularly audit accounts. We also regularly scan and remove from our servers any plugins or files which are a known security risk.

WP NET reserves the right to remove any file or files it deems a security risk and WP NET is not responsible for any loss as a result of this removal.

Domain Monitoring

All “live” Managed WordPress sites are automatically added to our remote domain monitoring system. Domain monitoring tests each site’s HTTP response every 5 minutes. Please note that sites with sub-domains such as test, staging, dev etc are ignored and not monitored.

If any site goes down WP NET is immediately notified. We will investigate the issue and if it can be resolved within 15 minutes, we will do so. Failing that, we will contact you to discuss further.

In addition to domain monitoring, PING tests to all Managed WordPress servers run every 60 seconds.

Malware & Virus Scanning

We regularly perform malware and virus scans on all Managed WordPress sites using industry standard tools and services. Our systems employ both server-side file scanner and external URL scanners. If any anomalies are reported during the scan we will contact you and discuss the best course of action.

Malware and virus scanners we use:

  • Revisium AntiVirus
  • Linux Malware Detect
  • ClamAV
  • Sucuri SiteCheck

Revisium AntiVirus scans are performed every day at approximately 4am. Customers can review scan results and initiate their own scans in the Plesk Panel.

Blacklist Monitoring

All Managed WordPress sites are checked against the following blacklist services:

  • Google Safe Browsing
  • Yandex
  • McAfee
  • Kaspersky
  • .. and many others.

Database Management

We regularly check and optimise your WordPress database. Upon request, we can also remove WordPress revisions, auto-drafts, comment spam and perform other optimisations.

User database management is handled by phpMyAdmin which is available via Plesk Panel.

For performance reasons, we disable WordPress revisions by default.

Last updated: 30 April 2018. Subject to change. If you have any questions, please contact us.