WP Hosting FAQs

WP Hosting is a premium service designed to help you maintain your WordPress site.  Core and plugin updates are taken care of monthly. Daily or weekly off-server backups, with premium support are all included.


What Is Premium Support?

With Premium Support, your request will always be at the top of the queue. We will also cover support inquiries, that may not always be hosting related.


Can I Use the Service For Other Sites?

This service is only available for WordPress sites. The backup and update software we use, is also dependent on WordPress being installed.


Why Do You Need An Admin Account?

In order to update your WordPress core and plugins, we will need admin privileges. We also need to install and configure backup software. We may at our discretion, also manage your updates and backups remotely.


What Gets Updated?

WP Hosting will update your WordPress core and installed plugins.


What Does “update most plugins” Mean?

We make our best effort to update all plugins on your site. However some sites are more complex than others, may have custom plugins, or simply beyond the scope of simple updates.  Sites with WP Bakery (formerly Visual Composer) plugins or themes, are not included under the WP Hosting Plan. Please see the VC Managed Plan.


Do Themes Get Updated?

We will update the standard themes that are installed with WordPress (i.e. twentyfourteen), providing they are not in use.  Updates to a theme can overwrite changes made by you or your developer. Therefore we will not update any active or custom themes, unless directed by you.


Sites Built On WP Bakery (Visual Composer)

Due to licensing and known issues, WP Hosting does not update Visual Composer or Visual Composer themes .

We do offer updates to Visual Composer sites with our VC Managed Plan.


Do You Update Content?

Please see our WP Managed or VC Managed plans, which include up to one-hour of content updates per month. Both these plans include WP Hosting.


When Are Updates Completed?

Your site will be checked at least monthly for updates and backup integrity. You will be notified by email when updates are completed. If you did not receive any notifications, we did not complete any updates.


Why WordPress Backups?

Read below…


Don’t You Already Do cPanel Backups?

Yes. We do take daily cPanel backups for all sites hosted on our servers. However a cPanel backup is considered a last resort. Before restoration, it will wipe your current site, including all website files, email accounts, and databases. There will also be downtime during the process.

Restoring a WordPress backup is a much faster and easier process. It will not overwrite email accounts, files outside of WordPress etc.

More importantly, a WordPress backup can also be stored off-server.


Where Are Backups Stored?

WordPress backups are currently uploaded to and stored on our Web242 DropBox account.

A link will also be provided enabling you to download these backups.

We can also store the backups to your own DropBox account, Microsoft OneDrive, FTP or SFTP to your server, Google Drive or Cloud, Amazon S3 Enhanced, RackSpace Cloud, or Microsft Azure. Multiple backup locations are also possible.

Here is the full list:

updraft-plus-storage-locations


How Many Backups Are Stored?

We will store a maximum of 30 daily backups, and up to 25 GB.

For example, if your backups are 5 GB, we will store 5 daily backups (5 x 5 GB = 25 GB).


Can My Backups Be Encrypted?

Yes we can encrypt your backups. However, if you lose your password, your backups will be completely unusable. Please consider this option carefully.


Can You Restore My Backups?

Yes, we can restore a backup at your request. All backup restorations are billable time. Though we have had excellent results from restoring backups, there are no guarantees restoring from a  backup (see Indemnity and Use of Service below). Please note, we do not work with hacked-sites, though we can provide backups as needed.


What Happens if I Cancel?

If you cancel your WP Managed plan, please keep the following in mind:

  1. We will no longer update your WordPress site or plugins.
  2. Backups will be removed from our Dropbox/AWS accounts within 1 to 10 days.
  3. The license for your backup software will be deactivated. You can purchase your own license to continue using the software.
  4. If you were previously using the free version of UpdraftPlus, we can reinstall it for you. However, the free version stores backups on your local site. This means if your site or server is gone, so are your backups.
  5. The first month (or value thereof) is non-refundable. It covers our initial setup and time.

Important:
The backup software we use needs to be properly unmounted. Otherwise, the backups will continue to run and store locally on your site. This will  quickly fill up your disk space! Please contact us if you need help with this  issue.


Can I Get  a Refund?

Time and resources are invested to install backup software, and to complete the initial updates on your site. Therefore, the first month (or value thereof) for our WP Hosting Plan is non-refundable.


Indemnity and Use of Service

By using our WP Hosting Plan, you agree to our Terms of Service, and complete indemnity on our behalf.

We cannot be held responsible for, including but not limited to: loss of backup files from a third-party remote storage (i.e. DropBox), integrity of backup files created, downtime for any reason, or corruption of WordPress or files during updates.

We make no guarantee that any backups we do make can be fully restored or be usable when restored.  Although we store daily backup files off the server, it is up to you to download these backups.


 

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