For Everyone: Support and Service Guidelines
Fully Managed WordPress
Self Managed WordPress Hosting
Fully Managed Server Hosting
Self Managed Hosting (Not Really Offered)
Email Scope of Support (Including Contact Forms)
For Everyone: Support and Service Guidelines
Ticket Handling Priority:
- Immediate Priority: Any Website/Server that is offline or not reachable by the public will take priority over all others. This applies to both Self Managed and Fully Managed customers.
- Exception: If services like geopeeker.com can resolve and display your site, it’s not considered offline. You may be blocked and should contact us for standard support.
- Secondary Priority: Tickets will be handled in the following order based on when they were submitted:
- Fully Managed Customers
- Self Managed Customers with General Questions or Concerns
- Credits/Refunds/SLA Issues
Refund Policy:
- All sales are final and will not be refunded, except for new customers within the first 72 hours after the transaction.
- New Customers: If you decide within the first 72 hours that the product isn’t for you, we offer a “1 Question Asked” refund policy. We’d like to know how to refund the payment to you and find the right product for your needs.
Service Level Agreement (SLA):
- For SLA details, please see the tab for your specific product as they all have different timing and percentages.
Additional Notes:
- If you can’t connect but third-party services show the service is up, contact our support directly.
- We can’t guarantee the accuracy of third-party services like Pingdom, gtmetrix.com, or mxtoolbox.com unless you’ve informed us that you’re using them for verification. If not allowlisted, these services could be blocked.
Fully Managed WordPress
Comprehensive WordPress Support:
- We provide end-to-end WordPress support, including installation, troubleshooting, design, updates, and modifications to meet your needs.
Backup Policy:
- Daily Backups: We perform 6 daily backups of your WordPress site.
- Weekly Backups: We perform 6 weekly backups every Sunday, Eastern U.S. Time. Current U.S. Eastern Time Clock
- Backup Timing: We cannot specify the exact timing of backups. Our cPanel servers attempt to perform backups as quickly as possible and determine their own order based on cPanel usernames. Backup times are also randomized to prevent network congestion.
Plugin Licenses Included:
Graphics and Video Support:
- Graphics: We offer basic graphics support, limited to simple cropping and image resizing. Aspect ratio correction is not included.
- Videos: We can convert videos to different formats or apply a DRM strategy agreed upon in the ticketing system prior to deployment. This is handled case-by-case.
- Supported Formats: ffmpeg, RTMP, DASH, HLS, or simple MP4 conversion for easy streaming.
Security Measures:
- We provide malware scanning, cleaning, and removal through Imunify360.
Additional Notes:
- We do not use external streaming services by default, as our networks can handle video streaming internally.
Self Managed WordPress Hosting
Backup Policy:
- Daily Backups: We perform 6 daily backups of your WordPress site.
- Weekly Backups: We perform 6 weekly backups every Sunday, Eastern U.S. Time. Current U.S. Eastern Time Clock
- Backup Timing: We cannot specify the exact timing of backups. Our cPanel servers attempt to perform backups as quickly as possible and determine their own order based on cPanel usernames. Backup times are also randomized to prevent network congestion.
Plugin Licenses Included:
What We Don’t Cover:
- We do not handle the content, design, or installation of themes/plugins that are not listed in the Included Plugin Licenses.
- We will not install or modify any part of WordPress itself, outside of ensuring it’s online or restoring it to the last working backup.
Security Measures:
- We provide malware scanning, cleaning, and removal through Imunify360.
Additional Notes:
- If your WordPress site is not functioning and you report the issue within the timeframe of our 6 weekly backups, we will attempt to restore it to the last working backup.
Service Level Agreement (SLA):
- We aim for a 99.9% uptime guarantee for the cPanel server. For SLA details, please see the tab for your specific product as they all have different timing and percentages.
Fully Managed Server Hosting
What We Cover:
- 99.9% uptime guarantee for the accessibility of the cPanel server, unless you’ve opted for a custom 100% uptime SLA.
- Installation of any software or extensions compatible with WHM/cPanel, as outlined by the custom Fully Managed Product Terms in your account.
- This includes SSL certificates, PHP versions/extensions, Nginx and its configuration, LiteSpeed, and Apache.
- Assistance with Web Application Firewall (WAF) issues through Imunify360.com.
- Scanning and removal of malware in your application as part of our Imunify360.com services.
What We Don’t Cover:
- We are not responsible for the uptime or functionality of your specific domain or application.
- We do not provide Microsoft Licensing for Windows Server or other software like MSSQL. You must provide your own licenses for these services.
- We do not include the installation or maintenance of websites or the underlying code that is part of these sites.
Additional Notes:
- If you provide your own Microsoft Licensing, we can also assist with IIS configuration.
- Our support is limited to the functionalities provided by cPanel, WHM, and Imunify360.com.
SLA Details:
- We aim for a 99.9% uptime guarantee for the cPanel server.
- If the cPanel server is down for more than 0.72 hours (approximately 43 minutes) in a single month, we’ll credit you one full month of service. This credit is limited to one time in each billing cycle.
Self Managed Hosting (Not Really Offered)
What We Cover:
- 99.9% uptime guarantee for the accessibility of the cPanel server.
- Scanning and removal of malware in your application as part of our Imunify360.com services.
- Assistance with Web Application Firewall (WAF) issues through Imunify360.com.
What We Don’t Cover:
- We are not responsible for the uptime or functionality of your specific domain or application.
- The SLA only covers the cPanel server’s accessibility, not the domain itself.
- We will not install any PHP extensions, nor monitor the modules or configurations.
- We do not support Microsoft products at all.
Additional Notes:
- Our support is limited to the functionalities provided by cPanel and Imunify360.com.
- Third-party verification like Pingdom, gtmetrix.com, or mxtoolbox.com is required for SLA claims.
SLA Details:
- We aim for a 99.9% uptime guarantee for the cPanel server.
- If the cPanel server is down for more than 0.72 hours (approximately 43 minutes) in a single month, as verified by third-party services, we’ll credit you one full month of service. This credit is limited to one time in each billing cycle.
Email Scope of Support (Including Contact Forms)
What We Cover:
- Ensuring that incoming emails successfully reach our server.
- Ensuring that outgoing emails successfully attempt to leave our server.
What We Don’t Cover:
- We are not responsible for the email reputation of your domain.
- We only take responsibility for the IP address from which the email is being sent.
Additional Notes:
- Our support is limited to the functionalities provided by cPanel.
- We will provide details for setting up email on software like Mac Mail or Outlook, but we won’t walk you through why it is or isn’t connecting correctly12.
- If you encounter issues beyond the scope of our support, you may need to seek specialized assistance.
Uptime Guarantee:
- We aim for 100% uptime for our email services. If there’s an outage of any kind, we’ll credit you one full month of service. This credit is limited to one time in each billing cycle.
