Service Specification:

WP Site & WP Studio

This document details all the features, inclusions, exclusions, terms and conditions regarding our shared-server, WP Site & WP Studio WordPress hosting and support products, released December 2021.

WP Site and WP Studio plans run on identical hosting technology — our Plesk-based shared-server hosting.

Except where noted otherwise, the following specifications apply to both WP Site and WP Studio.

Please also see our general Terms and Conditions of Service.

Specifications of retired / legacy plans are also available.

Service Features

All WP Site / WP Studio WordPress hosting & support plans include:

  • Fast, secure web server, optimised to host WordPress
  • Plesk control panel with WordPress Toolkit
  • Nginx+Apache, PHP, MySQL web hosting stack
  • Nginx with HTTP/2 support
  • PHP 7 via PHP-FPM
  • Site staging via WordPress Toolkit Site Clone
  • Daily full backups with instant restore
  • Free SSL certificates from Let’s Encrypt
  • Managed Firewall
  • Fail2Ban brute-force protection
  • Malware scanning from ImunifyAV
  • Unlimited data traffic transfer. Fair-use policy applies.
  • Shared IP address

Please note that WordPress Multisite (WPMU) is not supported on WP Site / WP Studio servers.

WP Shield

All WP Site / WP Studio sites are also covered by our WP Shield support service:

For more details, please see the WP Shield Service Specification.

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. Please register your interest.

SSH access is not currently supported on WP Site / WP Studio, but it is on our roadmap.

Backups

Plesk Panel Backups

Run daily at approximately 1am every day.

Plesk Panel 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.

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

As part of WP Shield, 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

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

User database management is available with phpMyAdmin, which customers can access via the Plesk Panel.

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:
    • All files and folders contained in the user’s home directory
    • All customer-generated Plesk Panel backups
    • All MySQL databases
  • Excluded:
    • Log files
    • Administrator-generated backups

Note that backups you create and staging sites you clone and sync all 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 $3 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.

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.

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$80 per site.

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.

Response time of all web servers and a random cycle of customer sites are tested every 120 seconds. Any downtime is immediately investigated by WP NET support.

In addition to HTTP monitoring, PING tests to all WP Site servers run 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:

  • Plesk Panel ImunifyAV
  • Google Safe Browsing

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:

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

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

  • 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

  • Assisting with WordPress configuration and operation
  • Answer your WordPress related queries
  • Investigating and debugging WordPress issues

For more details, please see WP Shield Service Specification.

Scope of support does NOT include:

  • Content management
  • Technical support for 3rd party plugins and themes
  • Custom development
  • Additional migrations or deployments

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

As part of WP Shield, all sites receive managed installation of security updates and fixes (where possible) for WordPress core, themes and plugins.

WP NET’s security monitoring and subscription services inform us of security vulnerabilities and updates on a daily basis. If any of our customer’s sites use an affected WP core version, plugin or theme — and an update is available —  the update will be installed by our WordPress management systems.

General Updates

General, non-security related updates for WordPress core, plugins and themes are not automatically installed by WP NET Support.

Customer’s can request that WP NET support perform WP core, theme or plugin updates on their behalf, by opening a support ticket. In many cases this is covered by the WP Shield support service, however, if additional time or development is required beyond our scope of support, a cost estimate will be provided to complete the work.

Summary
  • Security Updates: Installed automatically (where possible) by WP NET Support
  • General Updates: Customer’s responsibility or WP NET Support on request

For more details, please see the WP Shield Service Specification.

Last updated: 14 November 2021. Subject to change. If you have any questions, please contact us.