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 chat with us 24 hours a day, seven days a week, 365 days a year (unless, of course, if it’s a leap year than it will be 366 days, but you knew that already because you are smart). You can also call us between the hours of 5 am to 7 pm Pacific Time seven days a week.

VPS – Fully Managed & Self Managed

Supported:

1. Self-Managed:
   • Purchasing or renewing servers
   • Explaining our server features and benefits
   • Resetting the root password
   • Provisioning your server
   • Fully managed hardware
   • Accessing your server via root/administrative access
   • Providing you the steps to migrate your hosting
2. Self-Managed with cPanel or Plesk control panel:
   • Providing resources for Installing your Media Temple SSL certificate on qualified Media Temple products¹
   • Backing up content and data on server²
   • Helping with core navigation of cPanel & WHM or Plesk hosting control panels
   • Explaining how to create custom DNS zone files
   • Provide settings and resources for configuring your email client
   • Provide basic steps to connect to FTP via Filezilla
   • As a part a server purchase Media Temple support may assist with the following:
     • Provisioning your new server (naming your server, choosing your data center and setting up credentials)
     • Providing the correct settings and help with connecting to your server via SSH or RDC or Control Panel⁹
     • Creating your first cPanel or Plesk subscription⁹
     • Providing the default DNS settings to connect your domain to your VPS
     • Provide the settings to connect to your cPanel or Plesk via FTP⁹
     • Provide resources for managing PHP on your VPS
     • Provide steps to reset your admin password via Media Temple hosting interface
     • Providing resources for managing services on your server⁹
     • Providing resources for setting up custom nameservers and DNS⁹
     • How to create and restore from snapshots ¹⁰
     • While this list is not exhaustive it is the limit of what Media Temple commits to supporting for your self-managed server with or without control panel.
3. Fully-Managed ^8,9:
   • Purchasing or renewing servers
   • Explaining our server features and benefits
   • Resetting the root password
   • Provisioning your server in minutes
   • Troubleshooting network performance and uptime
   • Fully managed hardware
   • Accessing your server via root/administrative access
   • Providing you the steps to migrate your hosting
   • Installing your Media Temple SSL certificate on qualified Media Temple products¹
   • Updating and patching core operating system
   • Backing up content and data on server²
   • Setting up your server
   • Providing dedicated sales and support line from 5 am to 7 pm Pacific Time
   • All services listed in advanced support⁶
   • Up to 5 website migrations during initial setup of the server
4. Advanced Support^6,8
   • Providing dedicated sales and support line from 5 am to 7 pm Pacific Time
   • DNS Setup
   • Domain Setup
   • Advanced Performance Analysis
   • Intrusion Prevention
   • Custom Firewall Rules (Windows Firewall or iptables only)⁴
   • Application or Software Installs
   • Database Management
   • PHP Version Upgrade
   • PHP Module Installation
   • Connection String Repair
   • Database Backup Script
   • Disk Space Audit
   • .htaccess file changes
   • Permissions and Ownership Audit
   • PHP Configuration Changes
   • Server Hardening
   • web.config file changes
   • SQL Server Express Installation
   • Disable WHM 2-Factor Authentication
   • MySQL Configuration Changes
   • Search and Replace
   • Email Spam Review
   • Content Recovery
   • Hosting Restore

Not Supported:

• Troubleshooting 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
• Training about the Internet⁵
• Configuring your website’s SEO settings
• Configuring your email client
• Configuring your FTP client
• Checking for cross browser compatibility
• Fixing hacks due to customer-controlled vectors

¹SSL installation is available as a paid service when a cPanel or Plesk control panel is provisioned with your server. This does not include command line, Tomcat, or IIS SSL installations. For alternative installation scenarios, Media Temple may have other paid solutions.

² Self-managed servers provisioned with a cPanel or Plesk control panel include the ability to run backups, but must be manually run.

³Additional fees may apply

⁴ Iptables rules such as opening port 3306 for direct MySQL access or blocking an IP from accessing the server.

⁵ 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.

⁶ Data Backup: The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 7 days data retention available; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Advanced Support⁶.

⁷Fully Managed Support is available in the English-language only.

⁸ Fully Managed Support will not proactively search for malware nor can the team provide any malware scanning or removal services without the Website Security package being purchased for the domain/website in question. If the team is provided a location for the malware, FMS can remove it.

⁹Only applicable for servers provisioned with cPanel or Plesk control panels

¹⁰Applies to Generation 4 VPS servers only

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.

Shared Hosting and Shared Hosting Plus

Supported:

• Purchasing or renewing Hosting service
• Explaining our Hosting features and benefits
• Provisioning your Hosting Account
• Providing DNS settings to connect your domain with your Media Temple Hosting
• Ensuring that email, web serving, FTP, and the control panel are functioning, accessible and operating as intended¹
• Navigating our hosting control panels
• Providing connection settings for your FTP client
• Explaining how to upload files to your website
• Installing third-party apps through your supported control panel
• Backing up a database or website using tools in the supported control panel, Installatron or Plesk Application Vault, or a Media Temple backup solution
• Providing options and resources for migrating your website to Media Temple Hosting
• Providing resources and options for installing a Media Temple Issued SSL certificate on Media Temple Hosting
• Creating email accounts
• Providing basic settings for your email client

Not Supported:

• 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
• Installing and ensuring third-party SSL certificates work with Media Temple Hosting
• Education or training on the operation of Internet technology²
• Configuring your website’s SEO settings
• Creating custom DNS zone files
• Troubleshooting any third-party services
• Helping with any root-level server customizations
• Configuring your email client
• Configuring your FTP client
• Troubleshooting third-party domain registrations
• Troubleshooting private name servers
• Checking for cross-browser compatibility
• Troubleshooting hacks due to customer-controlled vectors

¹ Identifying root cause of website performance issues - We will ensure that email, web serving, FTP, and your control panel are all functioning and accessible. 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. Data Backup: The customer is responsible for executing and maintaining current data backups. We maintain our own data backups for any given server only in the event of disaster. We typically have up to 30 days data retention available except on our cPanel hosting, which has one snapshot available within the past four days; however, we do not guarantee the availability or restoration of any lost data. Restoration of data can be requested from our Advanced Support³.

² 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.

³ Advanced Support Services are fee-based services available only from our US-based support teams and are not included with Media Temple’s free support. You can find more information about Advanced Support on our website.

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 Plesk control panels.

• cPanel®/WHM and Plesk control panel Installations.

  We will automatically install our most recent version of the cPanel®/WHM or 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 Plesk control panels bug reports to Plesk 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 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 Plesk Control Panel Licenses.

  We will ensure that the cPanel®/WHM or Plesk Panels license associated with your server is up to date and functional. Should your cPanel®/WHM or 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 Account Center. (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 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 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.

Google Workspace

Included Supported:

We can help you:

• Set up, manage and use the controls in the (mt) AccountCenter and Google Workspace admin console.
• Identify causes of, and resolutions to, all Google Workspace 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 Google Workspace 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.