THE HOSTING SERVICE-LEVEL AGREEMENT APPLIES TO MANAGED HOSTING, HOSTING, MANAGED WEBSITE, MANAGED WORDPRESS HOSTED, MANAGED WORDPRESS ADVANCED, MANAGED WORDPRESS BASIC, MANAGED WORDPRESS BUSINESS, MANAGED WORDPRESS NONPROFIT, AND MANAGED WORDPRESS PROFESSIONAL PLANS (ALL TIERS)
SCOPE: Smashstar Media holds the responsibility of: Configuring DNS for managed domains, SSL for managed certificates (with managed domains), and accounts for SSH or SFTP (with applicable plans); Contacting the engineers of off-site or outsourced data centers regarding downtime or service issues;
GUARANTEES: Our team guarantees that: Notification will be provided to the account holders and/or authorized contacts of downtime lasting more than 1 hour; A credit of 0.0013% of the monthly bill (or equivalent breakdown for an annual plan) will be applied for every hour of downtime at the fault of Smashstar Media or our sub-processors.
PAYMENT: Hosting and Managed Hosting plans are billed monthly or annually. Please refer to the Payment Policy below. All hosting-related plans with an overdue balance greater than 30 days may result in the freezing of related accounts. Frozen accounts may result in limited access (SSH, SFTP, cPanel, etc.) until payment has been made. All hosting-related plans with an overdue balance greater than 60 days will result in termination of the hosting service. There is no guarantee of data recovery after termination of any hosting service.
DATA RESPONSIBILITY: Any content uploaded to, shared from, or linked to any of our hosting accounts or data centers that is either illegal or considered harmful by any of our employees is considered “inappropriate content.” Smashstar Media reserves the right to delete any files, content, or links to inappropriate content on our systems or hosted sites. Inappropriate data may be archived and reported to the respective authorities. If any inappropriate content is found on our property (servers, data centers, VPS, etc.), your account may be terminated immediately. Customers are responsible for paying any remaining balance on their account after termination. No full or partial refunds will be processed.
ALLOWED AND DISABLED FUNCTIONS: [The below section applies only to accounts created after January 2020 hosted on “MWP Cloud” a.k.a. “WPMU DEV”] Our hosting environments are designed to provide the best WordPress experience possible, so many of the workarounds members may have employed with other hosts are completely unnecessary and are automatically filtered or disabled. For example, some wp-config.php modifications actually conflict with our system and will adversely affect both member sites and our hosting environments. These include cron jobs and modifications to the WordPress file system or memory limitations. This document [link] aims to be your go-to reference for any disallowed functions, commands & constants in the WPMU DEV hosting environment.
[The below section applies to all hosting] To ensure your scheduled tasks run on time, every time, MWP Cloud and WPMU DEV hosting environments utilize server-side crons (crontab) by default and call the WordPress scheduling system via WP-CLI every 5 minutes, eliminating the need for alternative cron usage or external services.