This page details the features, inclusions, exclusions, terms and conditions regarding our shared-server, WP Site & WP Studio WordPress hosting and support products, initially released December 2021.
WP Site and WP Studio plans run on identical hosting platform — the hardware, server resources, and software layer are the same. WP Site & WP Studio plans may co-exist on the same host server.
Except where noted otherwise, the following specifications apply to both WP Site & WP Studio. Please also see our general Terms and Conditions of Service.
Service Features
All WP Site / WP Studio WordPress hosting & support plans include:
Please note that WordPress Multisite (WPMU) is not supported on WP Site / WP Studio servers.
Plesk WordPress Toolkit
All WP Site / WP Studio plans include the Plesk WordPress Toolkit extension, integrated directly into the panel, it provides powerful features for managing your WordPress sites.
Account Access
All WP Site / WP Studio plans include access to Plesk Panel control panel where you can manage your hosting account, domains, sub-domains, databases, SSL certificates, FTP accounts, backups and more.
All WP Site / WP Studio plans 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. SSH access is not currently supported on WP Site / WP Studio, but it is on our roadmap.
Backups
Automatic Plesk Backups
Run daily at approximately 1am every day.
Automatic Plesk Backups are stored on server, password protected and 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.
Automatic Plesk Backups are incremental. A full backup is created 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.
Automatic Plesk Backups do not count towards your total disk space allocation for your hosting account. Customers are able to run Plesk WordPress Toolkit backups on-demand — however, these 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
Additional database-only backups are created each day and stored in remote cloud storage, with 30 day retention.
Run at 2am each day, stored off-server and retained for 30 days.
Database backups are saved locally and then sent (via https) to a secure cloud storage repository with 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 please open a support ticket.
Deleted Backups can not be restored! Once a backup file has been removed from the repository it can not be recovered.
Database Management
User database management is available with phpMyAdmin, which customers can access via the Plesk Panel. Upon request, we can remove WordPress revisions, auto-drafts, comment spam and perform other optimisations.
For performance reasons, WordPress revisions are disabled by default on all WP Site installations. If you need revisions enabled, please contact WP NET Support.
Disk Space Usage
Each WP Site hosting subscription has a prescribed disk space limit. If you exceed this limit you will need to add more disk space to your plan or upgrade 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:
- Excluded:
Note that backups and staging sites you clone and sync with the Plesk WordPress Toolkit use your allocated disk space.
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. Disk space upgrades cost $5 per month, per 2GB add-on.
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.
Disallowed Plugins
Some plugins are classed as disallowed from our systems and may be removed if they are detected on our servers.
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.
Domains & DNS
You can choose to keep your domain with your current registrar, or you can transfer your domain to WP NET. You can also register a new domain. 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 when your hosting service has been provisioned.
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.
Email & SMTP
SMTP is configured on all WP Site / WP Studio servers and all customer websites can send email. Email is delivered via Mailgun.
No configuration is required, PHP mail() will use the server’s locally installed SMTP relay to send email via Mailgun.
POP mail is disabled and there are NO email accounts included.
Migrations
Each WP Site / WP Studio hosting plan includes free site migration from your current host.
As part of our migration process, we also conduct a complimentary security and performance review of all new websites.
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 at NZD$85 + GST, per case.
Monitoring and Security
All 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.
Managed Firewall
All servers are protected by external firewalls and are fully managed and monitored by WP NET. IP addresses that bombard our servers with requests are automatically blocked, ensuring maximum availability and performance for our customer’s websites.
Server Monitoring
Uptime of all WP Site servers is regularly tested using our remote monitoring systems.
HTTP response for all web servers is tested every 120 seconds. Any downtime is investigated by WP NET support. Automated response systems may test for false-positives and initiate additional testing, prior to a human engineer being alerted.
In addition to HTTP monitoring, PING (ICMP) tests are sent to all servers every 60 seconds.
Malware & Virus Scanning
All WP Site servers are regularly scanned for malware and viruses, using the ImunifyAV scanner in the Plesk Panel. Malware and virus scanners we use:
ImunifyAV AntiVirus scans are performed automatically at regular intervals. 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:
Scope of Support
Technical support is provided through our website’s support ticket system only. Customers can login to My WP NET and open a support ticket. Our support team will respond to all tickets as soon as possible.
You can also open a ticket by sending an email to support@wpnet.nz. To open a ticket via email, the email must come from an address that is registered with your account on My WP NET.
WP NET’s support service only applies to the “live” site(s), hosted under the user’s account. Development, staging and test sites do not apply and are not covered by the support service. The customer is responsible for managing any other sites installed under their 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.
Hosting Service
WordPress
Scope of support does NOT include:
Staging Sites
Customers can create staging sites using the Plesk WordPress Toolkit’s Site Clone feature, or by sending a request to WP NET Support.
Each WP Site / WP Studio hosting plan includes one sub-domain and one additional MySQL database for an additional website, such as staging.mywebsite.nz.
Staging / sub-domain sites cannot be used as a “live” / production website.
Please note that staging / test sites are excluded from WP NET’s 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.
WordPress Updates
Security Updates
All WP Site & WP Studio plans receive managed installation of security updates and fixes (where possible) for WordPress core, themes and plugins. This functionality is provided by the Plesk WordPress Toolkit. Upon service provisioning, each site is configured as follows:
- WP Core: Auto-updates enabled, but only minor (security) updates. For example, if you currently run version 4.7.0, then 4.7.1 will automatically install, but not 4.8.
- Themes: Defined individually, but security updates are auto-installed. Each plugin uses its own auto-update settings, but vulnerable plugins will be updated automatically regardless of their settings
- Plugins: Defined individually, but security updates are auto-installed. Note: plugins you install via the WordPress Toolkit will have auto-update enabled by default.
General Updates
General, non-security related updates for WordPress core, plugins and themes remain the responsibility of the customer. You can perform updates via the WP Dashboard, Plesk WordPress Toolkit, with your favourite WP management panel, or configure auto-updates with the WordPress Toolkit as per your preferences.
If you’re not sure what to do and need assistance with determining an update management strategy for your sites, please contact WP NET Support and we will be happy to advise.
In some cases, as part of investigating or assisting with a customer request, WP NET Support may update your WP core, plugins or themes.
Customer’s can request that WP NET support perform WP core, theme or plugin updates on their behalf. This is not covered by our scope-of-support, so development fees will apply. Please open a support ticket and we will provide a cost estimate to complete the work.
Summary
- Security Updates: Installed automatically (where possible) by WordPress Toolkit
- General Updates: Customer’s responsibility
Last updated: 10 January 2025. Subject to change. If you have any questions, please contact us.