Use of WP Hosting external server management constitutes acceptance and agreement to the terms and conditions below, they are designed to protect and benefit all clients.

These terms of service are specifically for externally hosted servers outside of our infrastructure and is to be used in combination with our standard policies listed at https://wphosting.com.au/legals

Server Management

We require full access to FTP and SSH to servers hosted outside of our network.  Teamviewer, Logmein, Remote Desktop, Citrix or similar access is not appropriate, as it limits use of our in-house tools and slows down our maintenance processes.  If we cannot obtain sufficient access, our resolution time to critical issues may be extended beyond our control.

Ports we require open;

An SSH port of your choice (normally port 22), which can be locked down at your firewall to allow access only from one of our IP address ranges.  Ask us for IP address details.

Port 161 for monitoring, which can be locked down at your firewall to allow access only from one of our IP address ranges.  Ask us for IP address details.

Tasks performed;

• Log checking
• yum/apt-get updates
• Critical bug, exploit or vulnerability patches

Server management includes 24×7 monitoring and 1 hour of scheduled or ad-hoc maintenance per month.  Maintenance or repairs outside of the included 1 hours are billed at $250/hour.

WordPress Maintenance

WordPress maintenance involves WordPress core, plugin and theme updates.  Updates are done at our discretion, as not all updates may be compatible with current application.  We review release logs if available and update as we deem necessary.

Tasks performed;

• Core WordPress updates
• Plugin updates
• Theme updates

Monitoring

We will monitor the health of your server 24/7 for ping, CPU, RAM, disk space, ethernet traffic.  Alerts are sent to the support team during business hours and an on call engineer after hours.  We will proactively resolve the primary issue and notify you, should we require confirmation of an action that needs to be performed.

Critical Patches & Zero Day Exploits

We are notified by software vendors and upstream providers for critical updates.  We aim to resolve critical issues within 24 hours of notification.

OS & Kernel Updates

OS updates are performed when deemed necessary.

Maintenance Schedule

Scheduled maintenance is conducted at least monthly, normally between the 1st and 15th day of each month.  Maintenance logs will be added to the client area project management section.

Backups and Data

Unless otherwise specified in a service agreement or invoice, the client will be responsible for maintaining backups and/or restoring backups for their websites/servers.  We hold no responsibility for

TOS Updates

We reserve the right to revise, amend and modify the WP Hosting Terms of Service at any time.

Questions

If you would like further information or have any questions regarding our terms of service, please do not hesitate to contact us using our contact us form or call 1300 974 678.