Hosting support covers the server and its services, meaning the hardware, the software, the network, the email filters, security and, on every plan except Web Hosting Light, help with using cPanel. It does not cover the site application itself, such as updates to WordPress, the theme and plugins, or how WooCommerce works. These are included in the Managed WordPress and Managed WooCommerce Hosting plans or can be added with the WordPress Support service.
What hosting support includes
- Server, software and network. We manage and upgrade the hardware, the server software and the network.
- Email filters. If your plan includes the Professional Spam Filter (SpamExperts), it filters incoming mail and, on some plans, outgoing mail too. We help you with the quarantine and with the lists of allowed and blocked senders. On plans without the Professional Spam Filter, cPanel's SpamAssassin runs as is, without support for its settings.
- Security. Imunify360 protects the server and continuously scans files for malicious code.
- Help with cPanel. We help you manage cPanel, for example with changing the PHP version and settings, with .htaccess and with DNS zone records. Help with using cPanel is not included in the Web Hosting Light plan.
- Backup. JetBackup 5 keeps copies of your account and you can restore on your own. See the JetBackup 5 guide.
What it does not include
- WordPress, theme and plugin updates. The WordPress core, the theme and the plugins are the responsibility of the site administrator.
- WooCommerce support. Shop settings, problems with payment or shipping plugins and how the store works.
- Site code and content. Code fixes, theme changes, application-level optimisation and SEO.
- Cleaning up a compromised site. Removing malicious code and restoring the site is a separate job.
- Help with using cPanel on the Web Hosting Light plan. On Light you carry out cPanel tasks yourself, with the help of the knowledge base articles. Support for the server, email and security applies as normal.
- Setting up email in programs and devices. The settings are in the article on Outlook, Thunderbird and mobile. You or your technician set up the computer or phone.
- Licences for premium plugins and themes. Premium extensions only update with an active licence from the developer, which the site owner has to renew.
Help outside this scope can be given as an exception, only after it has been agreed with you and for a fee.
"Who updates the plugins on my shop?"
If you have a Web Hosting or Semi Dedicated plan without a website support service, you or your developer carry out the updates. Before every update, make sure there is a recent backup. If something breaks, see how to restore WordPress after an update.
If you want us to take them over, there are two options:
- A Managed WooCommerce Hosting plan for a shop or Managed WordPress Hosting for a site without a store. Upgrades and support are part of the plan.
- WordPress Support, added to the plan you already have. It covers a monthly maintenance cycle with tested upgrades of WordPress, plugins and themes, security checks and a monthly report. Content changes and new features are charged separately.
What I see in the maintenance report
If your site is on the WordPress Support service, you receive a report by email every month with what was done, what was found and what was fixed. It also lists anything that was not updated. These are usually premium plugins or themes, such as WPML, The7, Slider Revolution or WPBakery add-ons, which do not update without an active licence. To update them, you need to renew the licences.
Frequently Asked Questions
The site showed an error, how do I know whether the server or WordPress is to blame?
Open a ticket with the domain, the time and the error message. We check the server and tell you whether the problem comes from it or from the application.
Can I roll the site back to an earlier date?
Yes. You can do it yourself from JetBackup 5. If you want us to do it, request it with a ticket and include the date. A restore by us is done provided a copy is available, with no guaranteed time, and may be charged.
How do I change plan so that updates are covered?
Open a ticket from the Client Area with the plan you have now and what you want covered. For ways to contact us, see the ways we provide support.