We want to provide rapid world-class support to all of our customers. In addition to what we do to manage the service and platforms in the background, this document outlines our responsibilities as your web host and the levels of support we can provide you.
Manage Hardware
Responsibility: Ours
Asporea performs all maintenance and management of servers.
Update Core WordPress CMS
Responsibility: Ours
Asporea will update WordPress Core when a stable release is made available.
100% Network Uptime
Responsibility: Ours
We guarantee that our data centre network will be available 100% of the time in a given month, excluding scheduled maintenance. The data centre network means the portion of the Asporea network extending from the outbound port on our edge device to the outbound port of the data centre border router and includes Peer 1 managed switches, routers, cabling.
Daily Backups
Responsibility: Yours and Ours
Asporea performs a daily backups of all sites. While this is an automated task the backup occurs at different times for each customer. We encourage customers to use third-party tools, like Jetpack, to back up their sites automatically.
Hardware Monitoring
Responsibility: Ours
Asporea monitors server performance 24/7.
Site Monitoring
Responsibility: Yours – and Ours, if on an Enterprise Plus plan
You can use third-party tools, such as Jetpack or Uptime Robot, to monitor site availability. For certain plans, Asporea may offer site availability notification services.
Site Performance
Responsibility: Yours – and Ours, if on an Enterprise Plus plan
You can use third-party tools, such as GT Metrix or Pingdom, to monitor site performance. Asporea can assist with site performance issues for customers on Enteprise plans.
Plugin Installation
Responsibility: Yours – and Ours, if on an Enterprise plan
For certain managed hosting plans, Asporea may offer support with plugin installation. On some plans plugins may be restricted.
Plugin Updates
Responsibility: Yours and Ours
You should update all plugins, other than Jetpack, Akismet, and WooCommerce (if your plan is a Store plan), which Asporea will manage.
WordPress Functionality
Responsibility: Yours and Ours
In order for users to learn how to use WordPress, Asporea will provide access to basic WordPress training through a series of videos in your WordPress dashboard. For specific questions about WordPress functionality, you may contact support for further assistance.
Troubleshooting
Responsibility: Yours and Ours
Asporea will review error logs and provide you with information to troubleshoot problems on your site.
Customizing – Themes, Plugins, Etc. (Settings)
Responsibility: Yours
You will be responsible for making modifications to plugins, themes and Core settings.
Ticket Based Support
Responsibility: Ours
Asporea will provide ticket-based email support 24/7.
Phone Support
Responsibility: Ours, if on an Enterprise plan
Asporea will provide emergency phone support outside of business hours for certain plans.
Basic CSS Code Modification
Responsibility: Yours – and Ours, if on an Enterprise plan
Customer will be responsible for making CSS modifications. For certain plans, Asporea may assist with basic CSS modifications, up to a certain number of hours per month.
Basic PHP Code Modification
Responsibility: Yours – and Ours, if on an Enterprise plan
Customer will be responsible for making PHP modifications. For certain plans, Asporea may assist with basic PHP modifications, up to a certain number of hours per month.
