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 not | Supported | Not 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 |
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.
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.
We monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner.
(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.
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.
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 determine the appropriate WordPress version needed for a secure, stable environment.
We support the backup utility provided with the Managed WordPress 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 Managed WordPress 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.
(mt) Media Temple will support the operation, and accessibility of the webmail client provided with the Managed WordPress Hosting product.
We offer installation and full support for Starfield QuickSSL certificates that are purchased through (mt).
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.
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 transfers are initiated in the (mt) Media Temple AccountCenter.
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.
We ensure the installation of an Enterprise WordPress environment with an associated IP address that is responsive and accessible from major Internet carriers.
We monitor and configure the Amazon infrastructure and services your Enterprise WordPress environment uses. If a service or configuration issue arises, we will effect a repair in a timely manner to the best of our abilities. If the issue is due to a hardware or software issue with Amazon’s services itself, we will escalate the issue.
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 Enterprise WordPress Hosting service may not always be the latest. This includes WordPress Core. Additionally, we will not automatically upgrade your WordPress Core to avoid impacting site functionality. Instead, you will be allowed to upgrade yourself after creating a staging environment in order to test the impact of the upgrade before pushing to your live production site.
We will monitor and ensure that HTTP(s), MySQL, SSH/SFTP, and the AccountCenter and WordPress Admin panel are all functioning and accessible.
We support the backup functionality provided with the Enterprise WordPress 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 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.
We offer installation and full support for Domain Validated certificates that are purchased through Media Temple.
We install and manage page/object caching services for Enterprise WordPress production environments. If a caching server or service failure occurs, we will effect a repair in a timely manner.
We install and configure Amazon CloudFront CDN for Enterprise WordPress production environments. If a CDN service failure occurs, we will effect a repair in a timely manner.
The customer is fully responsible for manual installation and correct operation of any and all plugins and themes. 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.
If you have a plugin that you would like us to update for you, you can submit a support request to ask us to create a new staging environment for you with the plugin (or plugins) updated. At that point, we will notify you to check the staging environment to make sure everything is working to your satisfaction before pushing the changes to production. Additionally, you may update WordPress plugins yourself in a staging environment.
The customer is responsible for any customer generated customizations to any and all installed WordPress themes.
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.
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.
We will monitor and ensure that email, web serving, FTP, and your AccountCenter GridControl panel are all functioning and accessible.
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.
(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.
We fully support the webmail provided with the Grid.
We offer installation and full support of Starfield QuickSSL certificates that are purchased through (mt) Media Temple.
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 (mt) Media Temple AccountCenter. (mt) Media Temple 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 (mt) Media Temple.
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 (mt) Media Temple.
Customer changes, modifications, updates or improvements of any kind, to a One-Click Application, are not supported.
The customer is responsible for maintaining scripts/applications that read/access/modify customer data within the Grid MySQL GridContainer.
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.
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.
(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.
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.
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.
(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 CloudTech.
Upon request we will provide assistance, guidance or education for the cPanel®/WHM and Parallels® Plesk control panels.
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.
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.
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.
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.
We offer installation and full support for Starfield QuickSSL certificates that are purchased through (mt).
(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.
Automated general security scans for DV customers are run on a daily basis. Remediation services can be purchased through CloudTech.
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.
Customizations, modifications, updates or changes made to the DV by the customer are not supported.
The customer is responsible for monitoring the customer-installed web applications on a DV.
The customer is responsible for executing and maintaining current data backups.
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.
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.
Installation, troubleshooting and administration of 3rd party plugins and add-ons to cPanel®/WHM and Parallels® Plesk control panels are not supported.
The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple.
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 (mt) Media Temple.
Installation, configuration, administration or version control of any applications provided by the cPanel®/WHM Application Catalog or Parallels® Plesk Application Vault are not supported.
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.
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.
(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.
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.
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.
(mt) provides daily backups (for a period of 7 days) plus weekly backups (for a period of 4 weeks). Restoration of data is available using CloudTech credit.
Upon request we will provide assistance, guidance or education for the cPanel®/WHM and Parallels® Plesk control panels.
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.
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.
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.
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.
We offer installation and full support for Starfield QuickSSL certificates that are purchased through (mt).
(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. Additional uptime and resource monitoring is also available in the AccountCenter.
Automated general security scans are run every day. Support and remediation of some security issues is automated. Other tougher issues are available using CloudTech credit.
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.
Customizations, modifications, updates or changes made to the DV by the customer are not supported.
The customer is responsible for monitoring the customer-installed web applications on a DV.
The customer is responsible for executing and maintaining current data backups.
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.
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.
Installation, troubleshooting and administration of 3rd party plugins and add-ons to cPanel®/WHM and Parallels® Plesk control panels are not supported.
The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple.
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 (mt) Media Temple.
Installation, configuration, administration or version control of any applications provided by the cPanel®/WHM Application Catalog or Parallels® Plesk Application Vault are not supported.
*For any and all support requests, Administrator login credentials must be provided.
Media Temple provides the latest versions of operating systems offered with DV Developer as sufficiently stable, secure templates become available.
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.
(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.
(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.
(mt) Media Temple provides support for SSH availability. (mt) Media Temple ensures that the SSH protocol remains available on the DV Developer platform.
(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.
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.
Installation and/or configuration and administration of any software installed on customer's DV Developer is not supported.
Customizations, modifications, updates or changes made to the DV by the customer are not supported.
The customer is responsible for any and all user administration on the DV Developer.
Basic and advanced server administration is not supported. The customer is expected to troubleshoot and resolve any issues that arise.
The customer is responsible for executing and maintaining current data backups.
The customer is responsible for monitoring the customer-installed web applications on a DV.
Installation and administration of SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple.
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.
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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