What we Support
At imFORZA, we are dedicated to providing the best support experience possible. We know this is probably why you chose us 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.
This Statement of Support is not intended as, and does not constitute, a binding agreement by either You or imFORZA and is merely intended to specify some of the proposed guidelines of our support. This Statement of Support is subject to change at any time at the sole discretion of imFORZA without notice to You. As always, if you have questions or need support you can email [email protected] at anytime.
|Here's a breakdown of what's supported and what's not|
|Managed WordPress Hosting|
We ensure the installation of a Premium 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.
| Monitoring & maintaining network uptime|
imFORZA is responsible for the bandwidth and networking equipment under imFORZA or our partner’s control. Important Note: This support does not extend to the public internet.
| Software Versions (Updates)|
Security releases and version updates of WordPress take place automatically. 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.
| WordPress Core|
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.
| Data Backup|
We perform daily backups of all sites we manage. A copy of backup files are available upon request.
| WordPress Training & Support|
We will provide up to 1 hour of support or training each month upon request.
| WordPress 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.
| SSL Certificates|
We offer installation and full support of SSL Certificates provided by our partner WP Engine and/or CloudFlare. Wildcard and EV certificates can be purchased at an extra cost
| Approved Plugins|
We maintain a list of approved plugins for our clients sites, these plugins are subject to change at anytime. We will also maintain the plugins are secure and free of exploits and vulnerabilities. We will determine the appropriate version for each plugin needed to maintain a secure, stable environment.
| Premium Plugins|
We offer several Premium Plugins for our clients sites, these plugins are subject to change at anytime. For those provided we will provide license keys as long as your site is hosted by imFORZA. We will also maintain the plugins are secure and free of exploits and vulnerabilities. We will determine the appropriate version for each premium plugin needed to maintain a secure, stable environment.
| WordPress Stock Themes|
We will support the presence, availability and function of a minimum of one theme (twenty-fifteen, twenty-sixteen, etc) provided by WordPress. Typically this will be the latest twenty theme provided by WordPress.
| Third-Party Themes|
We will support the presence, availability and function of any third-party themes (example: StudioPress Themes) we have declared to support. imFORZA can at anytime declare to no longer support a third-party theme for security and performance reasons.
| Custom Themes|
For clients with custom themes, we will support the presence, availability and function of the theme. We strongly advised any custom theme owners to purchase 2 to 3 hours of additional support each year (minimum) to review and provide basic updates and improvements to stay in-sync with the latest updates from WordPress.
| FTP, SFTP & SSH|
In order to maintain security, and continued reliability of your sites, we do NOT provide FTP, SFTP or SSH access.
| Ongoing SEO, PPC & Marketing|
Our hosting service does not provide ongoing SEO & Marketing. These services are available at a extra cost either project based or part of a retainer.
|Managed DNS Management|
| DNS Change Requests|
We can make any DNS record changes, typically within 1 hour of request within business hours. However we strongly encourage you to give us 24 hours notice for any DNS changes as we can take steps to make any changes go smoother.
| Reliability of Third Party Services DNS|
We can setup your DNS records to point to any services you wish such as Email Providers or internal systems. However we can’t guarantee anything beyond a working DNS record for those services.
| Setup and Management|
Set up, manage and use the controls in the G Suite admin console.
| G Suite Incidents|
Identify causes of, and resolutions to, all G Suite incidents (outages, errors, degradations, impairments, etc).
| DNS Zone Files|
Inspect domain DNS zone files for errors.
| Advanced Features Training|
imFORZA does not provide training or education on the operation of advanced features of individual google apps for work apps such as email, docs, spreadsheets, or presentations.
| Third-Party Apps|
We do not provide support for third-party apps not included as part of the standard G Suite setup.
| Internet Technology 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.