At RootGate we totally understand how critical it is to trust and settle on a hosting provider, and so in order for us to grant you the security and trust you deserve, we’ve developed a support statement that will guarantee and protect all your rights.
As we grow together in the service provision and your new requests, third parties such as applications and software providers get along with us, it is very important for you to know what is included in our hosting product support and what is not. For sure you have the right to get back to us at any time for any clarifications, as you know we are here for you 24/7/365.
WordPress Hosting:
Special Note on Approved Plugins:
To ensure superior performance and security within the Premium 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 notified by email sent to the owner of the affected account.
What is Supported:
We ensure the installation of a Premium WordPress instance is on a server with an associated IP address that is responsive and accessible from major Internet carriers.
We monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner.
We are responsible for the bandwidth and networking equipment under our own or our partner’s control. Important Note: This support does not extend to the public internet.
Security releases and version updates of WordPress will be notifed by Email to owner, after approval takes place immediately. We will ensure that our software is secure and free of exploits and vulnerabilities, and 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 WordPress Premium Hosting service may not always be the latest. This includes WordPress Core.
We will monitor and ensure that email, web services, SSH/SFTP, and the AccountCenter and WordPress Admin panel are all functioning and accessible.
We will ensure that the WordPress Core software is secure and free of exploits and vulnerabilities, and we will determine the appropriate WordPress version needed for a secure, stable environment.
We support the backup utility provided with the WordPress Premium hosting service and the accessibility of the backups it creates.
Upon request we will provide assistance, and guidance for the WordPress admin panel.
We will support the presence, availability and function of the stock themes provided with our WordPress Premium Hosting product.
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.
RootGate will support the operation, and accessibility of the webmail client provided with the WordPress Premium Hosting product.
We offer installation and full support for GeoTrust QuickSSL certificates that are purchased through RootGate.
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 WordPress Premium 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.
The customer is responsible for any customer generated customizations to any and all installed WordPress themes, including the stock theme.
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.
The customer is responsible for domain transfers.
Domain name change.
The customer can change the domain name associated with your WordPress Premium Hosting service; however the customer is responsible for modifying any and all path names in any scripts or applications to reflect this change.
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 RootGate name servers.
We will monitor and ensure that email, web serving, FTP, and your AccountCenter GridControl panel are all functioning and accessible.
We will ensure that our software is secure and free of exploits and vulnerabilities, and 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.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a timely repair.
RootGate maintains all aspects of the network of the Grid. This includes all the bandwidth and networking equipment under RootGate ‘s control. Important Note: This support does not extend to the public internet.
We fully support the webmail provided with the Grid.
We offer installation and full support of GeoTrust QuickSSL certificates that are purchased through RootGate .
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.
We will monitor and maintain the basic function of Grid MySQL GridContainers.
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.
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.
The customer is responsible for executing and maintaining current data backups.
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.
The customer is responsible for monitoring the customer-installed web applications on a Grid.
The customer is responsible for domain transfers. Domain transfers are initiated in the RootGate AccountCenter. RootGate will fully support domain transfers ordered through our DomainMover service.
The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by RootGate .
Configuration of 3rd party email clients is not supported.
Configuration of 3rd party FTP clients is not supported.
Installation and administration of 3rd party SSL certificates are the responsibility of the customer and are not supported by RootGate .
Customer changes, modifications, updates or improvements of any kind, to a One-Click Application, are not supported.