STATEMENT OF SUPPORT

Extraordinarily good customer support is probably why you choose to host with (mt) Media Temple in the first place. And, we can’t thank you enough for making that choice. We take great pride in the passion, professionalism, and personality our team shares with you when you need support.

As we add new features and services for you, and as you add new third-party applications and software, it’s important that we let you know what’s included in our hosting product support and what’s not. This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or (mt) Media Temple and is merely intended to specify some of the proposed guidelines of (mt) Media Temple support levels on products we sell. This Statement of Support is subject to change at any time at the sole discretion of (mt) Media Temple without notice to You. Some of the products and services listed below may not be available in all markets. As always, if you have questions or need support you can call, chat, write, or tweet and we will be there to help 24 hours a day, seven days a week, 365 days a year (unless, of course, it’s a leap year then it will be 366 days, but you knew that already because you are smart).

Here's a breakdown of what's supported and what's notSupportedNot supported
AccountCenter and its tools and features
Accessibility of control panel (cPanel®/WHM or Parallels® Plesk)
Function of control panel (cPanel®/WHM or Parallels® Plesk) features
Grid FTP and SSH server performance and uptime
Network performance and uptime
Hosting hardware installed in our data centers
Foundational software presences updates and functionality
Security updates and patches on the (gs) Grid-Service
Community updates
MySQL container access and functionality
Control panel (cPanel®/WHM or Parallels® Plesk) assistance and guidance
Any client, script, application or content installed by Customer
Control panel (Parallels® Plesk or cPanel®/WHM) plugins & add-ons
Applications in the Parallels® Plesk Application Vault and/or cPanel® Application Catalog
Customer customizations to the DV Managed or DV Developer
Third party SSL certificates
Internet training
SEO settings
Custom DNS zone files
Any third party services
Any root level server customizations
Email client configuration
FTP client configuration
Content and data backups
Third party domain registrations
Private name servers
Cross browser compatibility
Hacks due to Customer controlled vectors

Managed WordPress

Special Note on Approved Plugins:

To ensure superior performance and security within the Managed WordPress environment, we carefully review plugins. To do this, we run a nightly scan of our WordPress hosting environment. Plugins that are not allowed will be removed, and an email sent to the owner of the affected account. A current list of disallowed plugins can be found here.

Supported:

  • Installation

    We ensure the installation of a Managed WordPress instance is on a physical server with an associated IP address that is responsive and accessible from major Internet carriers.

  • Hardware

    We monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner.

  • Monitoring & maintaining network uptime

    (mt) Media Temple is responsible the bandwidth and networking equipment under (mt) Media Temple's or our partner’s control. Important Note: This support does not extend to the public internet.

  • Software versions

    Security releases and version updates of WordPress take place automatically. A global provisioning standard requires stability, and therefore the software versions we deploy on your Managed WordPress Hosting service may not always be the latest. This includes WordPress Core.

  • Operation of standard services

    We will monitor and ensure that email, web services, SSH/SFTP, and the AccountCenter and WordPress Admin panel are all functioning and accessible.

  • WordPress Core

    We will determine the appropriate WordPress version needed for a secure, stable environment.

  • Data Backup

    We support the backup utility provided with the Managed WordPress hosting service and the accessibility of the backups it creates.

  • WordPress Admin Panel Assistance

    Upon request we will provide assistance, and guidance for the WordPress admin panel.

  • Stock Theme

    We will support the presence, availability and function of the stock themes provided with our Managed WordPress Hosting product.

  • Bugs and Feature Requests

    We will relay confirmed WordPress bug reports to the WordPress Core Trac. At your request we will also relay any feature requests to be considered for future releases.

  • Webmail Client

    (mt) Media Temple will support the operation, and accessibility of the webmail client provided with the Managed WordPress Hosting product.

  • SSL Certificates

    We offer installation and full support for Starfield QuickSSL certificates that are purchased through (mt).

Unsupported:

  • Scripts, plugins, themes

    The customer is fully responsible for manual installation, updates and correct operation of any and all plugins and themes other than the stock theme and plugins provided with Managed WordPress hosting. The customer is fully responsible, as well, for any custom scripts. We do not troubleshoot or provide any support relating to malfunctioning scripts, or third party plugins and themes.We strictly adhere to this policy.

  • Theme Customization

    The customer is responsible for any customer generated customizations to any and all installed WordPress themes, including the stock theme.

  • Internet Training

    We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

  • Domain Transfers

    The customer is responsible for domain transfers. Domain transfers are initiated in the (mt) Media Temple AccountCenter.

  • Domain name change.

    The customer can change the domain name associated with your Managed WordPress Hosting service; however the customer is responsible for modifying any and all path names in any scripts or applications to reflect this change.

Grid

Supported:

  • DNS zone file.

    DNS zone files associate your IP address with your domain name. We will provide you with a functional basic DNS zone file configured with the "A", "MX" and "NS" records necessary for proper function on (mt) Media Temple name servers.

  • Operation of standard services.

    We will monitor and ensure that email, web serving, FTP, and your AccountCenter GridControl panel are all functioning and accessible.

  • Software versions.

    We will determine the appropriate versions of software needed for secure, stable environment. Shared hosting requires stability, and therefore may not always feature the latest versions.

  • Hardware.

    We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a timely repair.

  • Monitoring & maintaining network uptime.

    (mt) Media Temple maintains all aspects of the network of the Grid. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet.

  • Webmail client.

    We fully support the webmail provided with the Grid.

  • SSL configuration.

    We offer installation and full support of Starfield QuickSSL certificates that are purchased through (mt) Media Temple.

  • One-Click Applications.

    We ensure the function of the One-Click installer. We also ensure the correct, basic installation of the applications offered in the One-Click installer.

  • MySQL GridContainers.

    We will monitor and maintain the basic function of Grid MySQL GridContainers.

Unsupported:

  • Scripts and Applications.

    The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy.

  • Internet Training.

    We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

  • Data Backup.

    The customer is responsible for executing and maintaining current data backups.

  • Database Administration.

    The customer is responsible for the administration of your MySQL databases. That includes regular backups/dumps and local or off site storage of backups, as well as imports and exports.

  • Monitoring.

    The customer is responsible for monitoring the customer-installed web applications on a Grid.

  • DNS/Domain names.

    The customer is responsible for domain transfers. Domain transfers are initiated in the (mt) Media Temple AccountCenter. (mt) Media Temple will fully support domain transfers ordered through our DomainMover service.

  • Custom DNS Zone Files.

    The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple.

  • Email client configuration.

    Configuration of 3rd party email clients is not supported.

  • FTP client configuration.

    Configuration of 3rd party FTP clients is not supported.

  • 3rd party SSL certificates.

    Installation and administration of 3rd party SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple.

  • One-Click Applications.

    Customer changes, modifications, updates or improvements of any kind, to a One-Click Application, are not supported.

  • MySQL GridContainers.

    The customer is responsible for maintaining scripts/applications that read/access/modify customer data within the Grid MySQL GridContainer.

DV and DV Dedicated

Supported:

  • Installation.

    We insure the successful installation of a DV instance on a physical server with an associated dedicated IP address that is responsive and accessible from major Internet carriers.

  • Hardware.

    We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner.

  • Monitoring & maintaining network uptime.

    (mt) Media Temple maintains all aspects of the network of the DV platform. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet.

  • Software versions.

    We will determine the appropriate versions of software needed for a secure, stable environment. A global provisioning standard requires stability, and therefore the software versions we deploy on your DV and DV Developer may not be the latest.

  • Operation of standard services.

    We will monitor and ensure that all basic services are working, such as email, web serving, FTP, SSH AccountCenter, cPanel®/WHM and Parallels® Plesk control panels.

  • Daily Backup.

    (mt) provides daily backups (for a period of 7 days) plus weekly backups (for a period of 4 weeks). Restoration services can be purchased through Advanced Support.

  • Control Panel Assistance.

    Upon request we will provide assistance, guidance or education for the cPanel®/WHM and Parallels® Plesk control panels.

  • cPanel®/WHM and Parallels® Plesk control panel Installations.

    We will automatically install our most recent version of the cPanel®/WHM or Parallels® Plesk control panel onto your DV, and ensure that your control panel is functional at time of installation.

  • Bugs and Feature Requests.

    We will relay confirmed cPanel®/WHM and Parallels® Plesk control panels bug reports to Parallels or cPanel, the creators of the control panels software. At your request we will also relay any feature requests to be considered for future releases.

  • Version updates.

    We may at times automatically install a new version of the cPanel®/WHM or Parallels® Plesk control panel for you. Should an immediate update be required due to a security issue, we will make an effort to notify you about the update.

  • cPanel®/WHM and Parallels® Plesk Control Panel Licenses.

    We will ensure that the cPanel®/WHM or Parallels® Plesk Panels license associated with your server is up to date and functional. Should your cPanel®/WHM or Parallels® Plesk Panel license become invalid, we are responsible for reinstating your license in a reasonable time-frame.

  • SSL Certificates.

    We offer installation and full support for Starfield QuickSSL certificates that are purchased through (mt).

  • Performance Monitoring

    (mt) provides a performance monitoring tool in the AccountCenter called “Server Status.” This tool can be used for near real time data (as close as 5 minutes). Data is retained for up to a year.

  • Security

    Automated general security scans for DV customers are run on a daily basis. Remediation services can be purchased through Advanced Support.

Unsupported:

  • Scripts and Applications.

    The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy.

  • Internet Training.

    We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

  • Server Customization.

    Customizations, modifications, updates or changes made to the DV by the customer are not supported.

  • Monitoring.

    The customer is responsible for monitoring the customer-installed web applications on a DV.

  • Data Backup.

    The customer is responsible for executing and maintaining current data backups.

  • DNS/Domain names.

    The customer is responsible for domain transfers. Domain transfers are initiated in the (mt) Media Temple AccountCenter. (mt) Media Temple will fully support domain transfers ordered through our DomainMover service.

  • Domain name change.

    The customer can change the domain name associated with your DV; however the customer is responsible for modifying any and all path names in any scripts or applications to reflect this change.

  • Plug-ins.

    Installation, troubleshooting and administration of 3rd party plugins and add-ons to cPanel®/WHM and Parallels® Plesk control panels are not supported.

  • Custom DNS Zone Files.

    The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple.

  • Email client configuration.

    Configuration of 3rd party email clients is not supported.

  • FTP client configuration.

    Configuration of 3rd party FTP clients is not supported.

  • 3rd party SSL certificates.

    Installation and administration of 3rd party SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple.

  • Application Vault.

    Installation, configuration, administration or version control of any applications provided by the cPanel®/WHM Application Catalog or Parallels® Plesk Application Vault are not supported.

DV Developer

*For any and all support requests, Administrator login credentials must be provided.

Supported:

  • Operating System Releases.

    Media Temple provides the latest versions of operating systems offered with DV Developer as sufficiently stable, secure templates become available.

  • Hardware maintenance & replacement.

    We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner.

  • Monitoring & maintaining network uptime.

    (mt) Media Temple maintains all aspects of the network of the DV platform. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet.

  • Control Panel.

    (mt) Media Temple provides support for the control panel in the AccountCenter. The tools provided by (mt) Media Temple, including the Parallels Power Panel, should always be accessible.

  • SSH Availability.

    (mt) Media Temple provides support for SSH availability. (mt) Media Temple ensures that the SSH protocol remains available on the DV Developer platform.

  • Performance Monitoring

    (mt) provides a performance monitoring tool in the AccountCenter named “Server Status.” This tool can be used for near real time data (as close as 5 minutes). Data is retained for up to a year.

Unsupported:

  • Scripts and Applications.

    The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy.

  • Internet Training.

    We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

  • Software Installation support

    Installation and/or configuration and administration of any software installed on customer's DV Developer is not supported.

  • Server Customization.

    Customizations, modifications, updates or changes made to the DV by the customer are not supported.

  • User Administration.

    The customer is responsible for any and all user administration on the DV Developer.

  • Basic & advanced server administration.

    Basic and advanced server administration is not supported. The customer is expected to troubleshoot and resolve any issues that arise.

  • Data Backup.

    The customer is responsible for executing and maintaining current data backups.

  • Monitoring.

    The customer is responsible for monitoring the customer-installed web applications on a DV.

  • SSL certificates.

    Installation and administration of SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple.

G Suite

Included Supported:

We can help you:

  • Set up, manage and use the controls in the (mt) AccountCenter and G Suite admin console.
  • Identify causes of, and resolutions to, all G Suite incidents (outages, errors, degradations, impairments, etc).
  • Inspect domain DNS zone files for errors.

Unsupported:

  • Media Temple does not provide training or education on the operation of advanced features of individual G Suite apps such as email, docs, spreadsheets, or presentations.
  • We do not provide support for third party apps not included as part of the standard G Suite suite.
  • We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy.

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