VIP Cloud Hosting – Service Description

Effective February 10, 2017

WordPress.com VIP’s Cloud Hosting Service includes the following:

Hosting

  • An enterprise-level platform as a service (PaaS) solution, managed by the WordPress.com VIP team.
  • Unlimited storage, bandwidth and traffic.
  • Unlimited access to WordPress.com VIP’s Global CDN.
  • Load Balancing and Fault Tolerance.
  • Security Compliance, and Performance and Reliability Monitoring.
  • SSL, Two-factor authentication for all site users, and brute force login detection.
  • Your site is always updated to the current stable version of WordPress, along with proactive security patches.
  • Hourly backups at multiple offsite locations.
  • Enhanced search and query capabilities included via Elasticsearch functionality for Premium and Enterprise Support levels. Elasticsearch add-on available for Basic accounts.
  • Liveblog for Premium and Enterprise Support levels. Liveblog add-on available for Basic accounts.
  • VideoPress for Premium and Enterprise Support levels. VideoPress add-on available for Basic accounts.
  • Commercial Akismet (anti-spam) service.
  • Guaranteed uptime SLA.

Support

  • Unlimited access to WordPress.com VIP’s support portal (via Zendesk). Response Time pursuant to the Service Level Agreement (SLA) specified on your Order Form.
  • All code is reviewed for security, performance, and best practices through automated tools as well as by our team of WordPress experts.
  • Ongoing quality assurance (QA) testing.
  • The available number of developer support contacts is specified in your Order Form. Contact(s) will have access to commit code to your site. Anyone in your organization can submit a support ticket, however, only the developer support contact can commit code and receive engineering support. With a single contact you may also specify an alternate for instances where your main contact is unavailable.
  • We cover all issues directly related to WordPress and its plugins and themes, as long as they are either custom or GPL compatible. The goal is to work with your developers to troubleshoot any issues, help optimize your WordPress, and offer best practices. If you have systems issues that fall outside of WordPress—for example, a problem that is specific to your file storage configuration, CSS, javascript, etc., we may not be able to assist.

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Let us lead the way. We’ll help you select a top tier development partner. We’ll train your developers, operations, infrastructure, and editorial teams. We’ll coarchitect your deployment processes. We will provide live support for peak events. We’ll help your people avoid dark alleys and blind corners, and reduce wasted cycles.