Scope of Support
(Agency Exclusive)
Agency: Member | Agency: Gold | Agency: Platinum | |
|---|---|---|---|
Dedicated phone support | 24 x 7 x 365 | Priority 24 x 7 x 365 | Priority 24 x 7 x 365 |
Online chat support | 24 x 7 x 365 | Priority 24 x 7 x 365 | Priority 24 x 7 x 365 |
Ticketed email support | 24 x 7 x 365 | 24 x 7 x 365 | 24 x 7 x 365 |
Private LinkedIn Community | ✔️ | ✔️ | ✔️ |
What's In-Scope
Cloud Support
Account and Billing Support
- Account manager navigation
- Billing inquiries
- Domain management (Moving domains between accounts, transferring domain registration, or walking you through purchasing a new domain when applicable)
Website and Server Management
- We will assist with DNS management (adding/removing DNS records when applicable)
- Malware scan/removal – We can scan for and remove malware, but we cannot provide RCA’s or determine the infection vector.
- Walk you through creating an SSH/SFTP user and connecting to a terminal or client.
- We will assist you with website migrations (Walk you through doing one, and we’ll have you do the rest).
- We will assist with resolving 4xx/5xx errors on your website.
WordPress and Optimization Assistance
- WordPress plugin/theme configuration*
- We will recommend solutions for optimizing your website when applicable.
- We will walk you through managing your server resources and how to allocate more when needed.
- We will make simple edits/changes for the customer with written/verbal approval
*Disclaimer: Our team can help with the initial setup and basic configuration of WordPress plugins and themes, ensuring they are installed and activated properly within your environment. Within reason, we can assist with configuring default settings, resolving compatibility issues, and offering guidance on common configuration options available in the plugin or theme documentation. Please note, support is limited to helping you with standard configurations. Customizations, advanced features, or complex functionality that require development expertise are outside the scope of our support and may require assistance from a developer.
Migrations
With our Pro Site Migration service, our in-house professionals help customers seamlessly migrate their website from another provider to us. We migrate as-is. During the migration, no data will be deleted from the customers’ server – we simply copy data to our server to ensure business continuity for our customers
- Migration of one website per purchase
- Websites must come from 3rd party Linux based hosting companies
- We will migrate only WordPress sites, as long as access to the source website is provided.
- Websites on WordPress.com (Not recommended because of limitations with data, themes, and plugins) must agree to disclaimer.
- Migrations can be done between fellow company brands.
- Notification of DNS changes the customer will have to do (migration team will tell the customer what new DNS will be)
We provide comprehensive migration support, including email assistance throughout the migration process, dedicated ticket support during the 14-day review period, and 24/7 technical support via chat and phone after the migration is complete.
What's Out of Scope
Cloud Support
- Don’t make changes to any core files or any hosting account information.
- No custom coding, HTML, or PHP
- No Graphic Design or Image Editing
- No Custom API Connections
- No MLS/IDX (Real Estate of Properly Listings)
- No Click Funnels
- No Drop-shipping Websites
- No Marketplace websites (like Amazon or Ebay)
- No Auction Websites (like Ebay or OfferUp)
- No Multi-Level Marketing (Custom Affiliate Websites)
- No HIPAA/ADA Compliance Websites
- No Weapons & Artillery
- No Explicit Content (Nudity and 18+ Websites)
- Not WordPress developers
- Don’t teach WordPress developer concepts (such as Full Stack Developer)
- Don’t fix broken plugins or themes
- Don’t troubleshoot WordPress multi-site
- We do not support any non WordPress CMS (Joomla, Drupal, Wix, etc.)
- We cannot assist with making sure sites are PCI compliant. (PCI compliance is dependent on the payment gateway used by the site)
Migrations
- Migrations to Windows hosting accounts
- Email migrations are not included in this service
- The website being migrated is done as is. The migration team will not make any modifications/fixes
- Websites with malware will not be migrated to our servers
- Autoresponders, cron jobs are not migrated
- Dedicated IPs, DNS – however, we will let them know when it’s time for them to point.
- Domain Registration Transfer (against company policy)
- FTP accounts
- SSL Certificates
- URL Changes
- Proprietary Websites (Google Sites, Intuit, Etsy, etc)
Customer responsibilities
- Note: You may need to contact your old host or look through your emails to obtain or find some of this information.
- Provide access to the source account. In a timely manner – Our migration team will need access to your website’s files and databases to process your migration request.
- This may include but is not limited to access to your hosting company’s control panel, account username, and password.
- Check your email regularly for updates from the migration team
- 14 day review period – report any changes through the request change form within 14 days of completion
- DNS Update: Customers are responsible for updating DNS settings post-migration, and we provide instructions to ensure timely updates.
Included Add-ons
Jetpack Protect
A WordPress security solution designed to safeguard your site by scanning for vulnerabilities, protecting against brute force attacks, and ensuring core files haven’t been tampered with.
Jetpack Manage
A site management tool within Jetpack that allows you to control multiple WordPress sites from a single dashboard, offering features like plugin and theme updates, site backups, and downtime monitoring.
Yoast Premium
A premium SEO plugin for WordPress that helps optimize your site’s content for search engines with advanced features like redirect management, internal linking suggestions, and support for multiple keywords.
Akismet Anti-spam
A powerful anti-spam plugin for WordPress that automatically filters out spam comments and form submissions, keeping your site clean and secure.
Server Specs
The following examples are as of January 2024 and do not reflect ongoing upgrades.
Servers | NGINX |
| CPU | Currently, mostly AMD EPYC Rome CPUs (64 core/128 thread), moving to AMD EPYC Milan CPUs (64 core/128 thread) |
| PHP / CPU | Default of 10 PHP Workers / CPU threads. Depending on client settings and availability, can spike/burst up to 110 total if needed. |
| Network | Redundant 25Gbit network connectivity per server. |
| Storage | NVMe SSDs |
| Scaling | active/passive server setup on bare metal, giving us the ability to scale up to hundred+ CPU cores (110 in bursts) while maintaining a real-time replica in a different region with automatic failover. Vertical scaling instead of horizontal scaling. |
| Origin data centers | 4 origin centers (Amsterdam, Ashburn, Dallas, Los Angeles) |
| Edge / CDN | 27 global data centers serve as a CDN and edge cache for your content. |
| Memory | 512MB each PHP worker/process. |
Caching* | Page Cache (Batcache, Memcached), Query Cache (WordPress Persistent Object Cachcing, via Memcached), Edge Cache (page and static asset caching at edge), OPcache. |
PHP Configuration & Modules
The following settings are statically set by the platform and cannot be modified per site.
To verify current settings and modules available, create and access a phpinfo.php on a site with the following snippet.
<?php
phpinfo();
?>
As of January 24, 2024, sites have the following set.
memory_limit | 512 MB |
post_max_size | 2 GB |
max_execution_time | 850 |
max_input_vars | 6144 |
cURL version | 8.10.1 or higher |
MySQL version | MariaDB |
Max upload size | 2 GB |
SUHOSIN installed | ❌ |
ionCube installed | ❌ |
ImageMagick installed | ❌ |
Sodium installed | ✅ |
Default timezone | UTC |
PDO_MYSQL installed | ✅ |
GD installed | ✅ |
fsockopen/cURL | ✅ |
SoapClient | ✅ |
DOMDocument | ✅ |
GZip | ✅ |
Multibyte String | ✅ |
Remote Post | ✅ |
Remote Get | ✅ |
Active modules
- apcu
- bcmath
- calendar
- cgi-fcgi
- Core
- ctype
- curl
- date
- dom
- exif
- fileinfo
- filter
- gd
- gmagick
- gmp
- hash
- iconv
- imap
- intl
- json
- libxml
- mbstring
- mcrypt
- memcache
- mysqli
- mysqlnd
- openssl
- pcntl
- pcre
- PDO
- pdo_mysql
- pdo_sqlite
- Phar
- posix
- Reflection
- session
- shmop
- SimpleXML
- soap
- sockets
- sodium
- SPL
- sqlite3
- standard
- sysvsem
- sysvshm
- timezonedb
- tokenizer
- xml
- xmlreader
- xmlwriter
- xsl
- Zend OPcache
- zip
Security
Security & HTTP Headers
Pre-configured Security Headers: WP Cloud automatically optimizes and sets crucial HTTP headers, such as:
- Strict-Transport-Security (HSTS): Enforces HTTPS access (not modifiable).
- X-Frame-Options: Protects from click-jacking attacks, with
SAMEORIGINapplied to/wp-admin/. - X-XSS-Protection: Guards against cross-site scripting attacks.
- X-Content-Type-Options: Prevents MIME type sniffing.
- Referrer-Policy: Configurable, offering privacy-focused referrer options.
- Content-Security-Policy: Limits resource loading, enhancing protection against XSS attacks.
Customizable Headers: End-users can modify specific headers (e.g.,
X-Robots-Tag,Access-Control-Allow-*) using tools like the Redirection plugin or acustom-redirects.phpfile.Cache-Control Configuration: While Batcache handles dynamic asset caching, advanced users can apply custom configurations for specialized caching needs.
Firewall Protections
- Inbound Firewall: Supports TCP traffic over ports 80 (HTTP) and 443 (HTTPS).
- Outbound Firewall: Restricts traffic to essential protocols and ports (e.g., SMTP, HTTP/S).
- Web Application Firewall (WAF):
- Protects against malicious requests using NGINX ModSec with custom rules.
- Blocks suspicious activity with HTTP status 406 (Not Acceptable).
Performance & Security Isolation
- Resource Isolation: Linux kernel namespaces and
cgroupsensure each site is isolated for performance and security. - Rate Limiting: Automated limits mitigate the impact of resource-heavy sites or attacks like DDoS.
- Burst Capability: Sites can temporarily use additional resources when available, ensuring stability for other users.
Advanced Security Customizations
- Custom Redirects: Agency users can create tailored behaviors via
custom-redirects.php, enabling:- Adding security headers (if not pre-set).
- Implementing geoblocking.
- Restricting access by IP or URI.
HTTP Status Codes
- Reserved codes for specific situations:
- 429: Rate limiting.
- 406: WAF-related blocks.
- 403/410/451: Security and access restrictions.
Support for Agencies
- Preconfigured defaults are designed to minimize the need for manual intervention.
- Advanced customization options are available for developers with specific needs.
- Full isolation and burst capabilities provide a reliable and secure hosting experience, even for high-traffic or resource-intensive sites.
FAQ
An .htaccess file applies to websites hosted on an Apache web server. WP Cloud uses NGINX.
It is not possible to modify the NGINX configuration at this time.
It is not possible to modify php.ini settings at this time.
The PHP settings on sites hosted on the WP Cloud infrastructure cannot be changed and are globally fixed for all sites. WP Cloud regularly reviews memory utilization to determine current trends and needs to ensure the set allowed memory size is the best fit for all ranges of sites.
In general, memory exhaustion issues on a site are caused by plugins or themes that are not functioning correctly, not by a lack of memory. To solve memory problems, it may be necessary to perform plugin/theme/code snippet conflict checks, analyze databases, and deploy general troubleshooting practices.
WP Cloud enables Brotli compression at the server level by default. If a browser that doesn’t support or blocks Brotli is used, then GZIP compression is used as the fallback.
As of January 2024, WP Cloud does not support or install the ionCube or ZendGuard Loader extensions.
Imagick is not available as of January 2024.
While Bluehost Cloud hosting does not support a .htaccess to set up custom redirects, setting up redirects is as simple as creating a custom-redirects.php file in your htdocs directory on your Cloud site. Depending on the type of redirect you’d like to add, you’ll need to add some custom php code to this file.