Website Service Plan
& Support Specification

This page details all the features, inclusions, exclusions, terms and conditions regarding our Website Service Plan.

Subject to change. If you have any questions, please contact us.

Standard Features

All Website Service Plans include:

  • Fast, secure servers — no less than 99.9% service availability.
  • NGINX, Apache, PHP, MySQL.
  • PHP 5.6, 7.0, 7.1, 7.2.
  • NGINX with HTTP/2 support.
  • cPanel control panel.
  • Managed upgrades of all WordPress software updates.
  • Automated WordPress performance and security enhancements.
  • Daily remote database backups, 25 day retention.
  • Weekly remote files backups, 35 day retention.
  • Website up-time monitoring.
  • Automatic server-side and external malware scanning.

Additional Extras:

  • Let’s Encrypt HTTPS/SSL certificates.
  • Cloudflare.

Email and SMTP

SMTP is configured on all servers and all applications can send email.
POP mail is disabled and there are NO email accounts included.

Domains and DNS

Registering or transferring your domain to Meta Digital 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 Meta Digital’s server’s IP address to activate your website. Details are provided at time of sign-up.

If your domain is registered with Meta Digital we provide nameservers and DNS zone file hosting free of charge.

If you require help with configuring your domain, please contact us.

If you exceed your plan’s resource allocations. We will contact you to discuss your options, including upgrading your plan to the next level.

Support

Technical support is provided through our website’s contact page. We provide telephone support during regular office hours or via email after hours.

Support Hours and Target Response Times

These times are estimates based on past support performance, but these are not guaranteed response times.

Monday – Friday 8.30am – 5pm: 1 hour
Other times (including weekends): 2 – 4 hours

At times of low support staff resources or unusually high amounts of people requiring assistance, response times may be longer.

Scope of Support

Meta Digital’s Website Service Plan Support only applies to the designated “live” site(s), hosted under the user’s account.

Meta Digital’s scope of support DOES include:

  • 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 plugin and theme installation (excludes set up and configuration).
  • Answer your WordPress related queries.
  • All other services as detailed on this page.

Meta Digital’s scope of support does NOT include:

  • Content management.
  • Technical support for premium (paid) plugins and themes.
  • Email services.

Meta Digital will always try to help with whatever query you may have if time and resources permit. We will often provide help and support outside the stated scope of support. However, this is at our discretion and may receive a lower response priority.

Disk Space Usage

Each hosting account has a prescribed disk space limit. If you exceed this limit you will need to add more disk space to your plan, or upgrade your account to a higher plan.

Included: all files and folders contained in the user’s home directory.

Exceeding Allocated Disk Space

If you go over your allocated disk space you will receive an email with details and help for how to upgrade your service or remove files to free up disk space. If overuse continues, Meta Digital support may remove old backup files and duplicated data to attempt to reduce your usage.

Failure to bring your disk usage down or upgrade your plan will result in service suspension.

Backups

UpdraftPlus Backups

The site’s database is backed up daily and retained for 5 weeks. The site’s files are backed up weekly and retained for 5 weeks. These backups are stored on an external server, outside of the hosting server. These backups do not count towards your total disk space allocation for your hosting account.

If you would like a copy of these backups please contact us via our contact page.

Updates

WordPress Core Updates

As part of our Website Service Plan, Meta Digital will test and deploy all major version WordPress core updates on behalf of our customers.

  • Minor version updates are installed automatically, by WordPress or Meta Digital.
  • Major version updates tested and installed by Meta Digital.

Different types of WordPress versions

Major version = 3.9 to 4.0 or 4.1 to 4.2
Minor version = 4.1.0 to 4.1.1, or 4.2.2 to 4.2.3 (also referred to as a point release)

WordPress Plugin Updates

Whenever possible and practicable, Meta Digital will deploy WordPress plugin updates that address any known serious security vulnerability, as soon as reasonable after the plugin author releases an update.

Meta Digital will keep all WordPress plugins as up-to-date as possible. Customers are advised not to upgrade these themselves as Meta Digital has a process for doing this. If a customer upgrades a website’s plugins and the site breaks as a result Meta Digital will try and rectify the situation but if this takes more than an hour the customer will be charged time and materials.

Migrations

Each Website Service Plan includes 1 free standard site migration.

Should Meta Digital 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 Meta Digital, this service may (at Meta Digital’s discretion) incur fees, payable by the customer. In these cases, Meta Digital will contact the customer and provide a cost estimate to complete the migration.

This service is provided with no warranty, implied or otherwise. Meta Digital 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 on request and charged at our standard rate.

Security

All Meta Digital servers are protected by managed firewalls and we enforce strict security policies where ever possible. 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.

Meta Digital reserves the right to remove any file or files it deems a security risk and Meta Digital is not responsible for any loss as a result of this removal.

Monitoring

All “live” sites are automatically added to our remote domain monitoring system. Domain monitoring tests each site’s HTTP response every 10 minutes.

If any site goes down Meta Digital is immediately notified. We will investigate the issue and if it can be resolved within 15 minutes, we will do so. Failing that, we will contact you to discuss further.

Malware Scanning

We regularly perform a malware scan on all sites using industry standard tools and services. If any anomalies are reported during the scan we will contact you and discuss the best course of action.

Depending on the nature of the problem and time required to resolve it, we may be able to repair at no cost, as part of your Website Service Plan. We will let you know before we proceed if we anticipate any additional costs.

Miscellaneous

Database Management

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

Account Access

Access to cPanel and FTP is available on request.

Git and SSH access is not currently supported on our Website Service Plan.