VIP Cloud Hosting – Service Description

Effective Feb. 10, 2017

WordPress VIP’s Cloud Hosting Service includes the following:

Hosting

  • An enterprise-level platform as a service (PaaS) solution, managed by the WordPress VIP team.
  • Unlimited storage and bandwidth.
  • Unlimited access to WordPress VIP’s Global CDN.
  • Load Balancing and Fault Tolerance.
  • Security Compliance, and Performance and Reliability Monitoring.
  • SSL, Two-factor authentication for all site users, and brute force login detection.
  • Your site is always updated to the current stable version of WordPress, along with proactive security patches.
  • Hourly backups at multiple offsite locations.
  • Enhanced search and query capabilities included via Elasticsearch.
  • Commercial Akismet (anti-spam) service.
  • Guaranteed uptime SLA.

Support

  • Unlimited access to WordPress VIP’s support portal (via Zendesk). Response Time pursuant to the Service Level Agreement (SLA) specified on your Order Form.
  • All code is reviewed for security, performance, and best practices via automated tools. Human code review available on a project basis for some clients based on support level.
  • The available number of developer support contacts is specified in your Order Form. Contact(s) will have access to commit code to your site. Anyone in your organization can submit a support ticket, however, only the developer support contact can commit code and receive engineering support. With a single contact you may also specify an alternate for instances where your main contact is unavailable.
  • We cover all issues directly related to our WordPress platform as long as they are either custom or GPL compatible. Theme, plugin, and custom application support available for some clients based on support level. The goal is to work with your developers to troubleshoot any issues, help optimize your WordPress, and offer best practices. If you have systems issues that fall outside of WordPress—for example, a problem that is specific to your file storage configuration, CSS, javascript, etc., we may not be able to assist.
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