Hosting Policy

This policy (the Hosting Policy) shall constitute the hosting policy between the parties, together with the Standard Terms and Conditions (the Standard Terms) signed by both parties. It is binding on both parties and may only be modified as specified in this Hosting Agreement.

This hosting policy was last updated on May 14, 2025.

1. Purpose and Overview. The purpose and overview of this agreement is to outline the rules and conditions under which WPConcierge will host and serve your content on the World Wide Web. It is incorporated by reference into the Standard Terms and Conditions agreement signed by both parties.
2. Modification. These terms may be modified at any time by WPConcierge, and the terms are binding on the Client thirty days following notification that the terms have been modified. Modification of these terms in a way that is unacceptable to the Client is grounds for terminating any current hosting term, without penalty.
3. Your Plan. Your plan calls for a certain number of visitors per month to your site as specified in the Statement of Work. While WPConcierge expects and anticipates that your visitor count may occasionally exceed this limit, WPConcierge reserves the right to change or modify your plan based on the rules outlined in this provision.

   WPConcierge measures your visitor count on a rolling three month basis. For example, if your site is capped at 10,000 visitors per month, but you receive 12,000 visitors in January, 8,000 visitors in February, and 9,000 visitors in March, we will average them together as follows:

   Calculation: (12,000 + 8,000 + 9,000) / 3 = 9,666 visitors

   In this case, WPConcierge would consider your visitor count to be within the limits of your plan, even though your traffic was higher in January than your plan allowed.

   If your traffic exceeds the allowed visitor count average, and does so for two consecutive months, WPConcierge will discuss a higher pricing tier with you for the remainder of your agreement with WPConcierge. If your traffic falls below the threshold for the higher plan, and does so for two consecutive months, WPConcierge will change your hosting plan to the lowest appropriate tier automatically.

   If WPConcierge needs to adjust you to a higher level plan, you may decline such adjustment and you will have ten days to migrate away from WPConcierge. Please note that early termination fees will apply.

4. Resource Usage. WPConcierge expects and plans for resource utilization by our clients. However, resources are not unlimited and actions taken by clients, like poor coding practices or resource-intensive code can result in excess resource usage.

   WPConcierge designed our architecture to scale automatically when your site requires it. We expect that for every $100 you spend with WPConcierge, you will use on average 1 vCPU rounded to the nearest hundred. For example, if your plan is $495 we expect that you will use no more than 5 vCPUs. If you use more than this number of vCPUs routinely, we may ask you to subscribe to a higher level plan. We may also choose to identify the reasons for your excessive CPU usage and, in our discretion, limit or restrict use of that code or component.

5. Bandwidth and Storage Usage. WPConcierge does not place a cap on bandwidth or storage usage. However, we do monitor and evaluate each client’s use of these resources, and may discuss alternative pricing if your usage of either is excessive.

   We do not allow the hosting of video content or audio content on your WordPress website without our written permission. We recommend using services, public or private, to host such content and deliver it. Our CDN will not cache content from third parties. If you wish to serve video or audio content through your site and off WPConcierge servers, we request that you speak with us.

   If your bandwidth or storage usage becomes excessive, or detrimental to other clients, we may require you to purchase a higher level plan, remove the content, or discontinue your services. If we discontinue your service, you will not be subject to early termination fees.

6. Unlimited Small Jobs. At WPConcierge, we offer our clients “unlimited small jobs” to assist in managing your website and making your website work more smoothly. You may request a small job any time, and we will complete it within a reasonable period of time.

   A “small job” is considered a task that would take us no more than twenty minutes to complete. While we may be able to accommodate tasks that exceed this amount, doing so will be at our discretion and on our timeline. If you are unsure whether a job constitutes a “small job” or not, please ask.

   While the number of jobs is not capped specifically, please be advised that excessive use or abuse of this policy may result in us requesting you subscribe to a higher tier of service or termination of your account. This is intended to ensure that all clients have access to this service. We will notify you promptly if your use of this service exceeds what is deemed reasonable, or is abusive, and you will have an opportunity to correct your use of the service.

7. Support Policy. We offer unlimited support at WPConcierge. To receive support in a timely fashion, please email support@wpconcierge.com rather than individual team members directly. This will ensure you receive the best service possible.

   We prioritize issues for resolution based on their severity, impact to your website’s availability and response times, and the availability of our team. Prioritization details are provided on request and with your Welcome Packet. Please note that we cannot increase the priority of an issue simply because you believe it is important. Priorities will be assigned based on the criteria provided. You may notify us if a priority should be reassessed based on new information. We prioritize emergencies, outages and system failures first and foremost over all other tasks, and we work to resolve all inquiries in a timely fashion.

   Support is not to be provided over the phone outside of emergencies, or at the discretion of WPConcierge. WPConcierge will not agree to participate in recurring calls or scheduled calls lasting longer than fifteen (15) minutes, and any such call is limited to one time per month. You agree that we may bill for any additional calls or time on calls at a rate of $250 per hour.

8. Security Policy. Security is a paramount concern. You agree that we will be permitted to upgrade your WordPress installation, plugins, themes and underlying server software at our discretion and on our timing, without input from you. You may request any supported, older version of software that is publicly available, and we may grant such request based on our availability to support and provide such accommodation.

   Additionally, you understand and agree that providing secure services to you and all clients is important. You will not take, or allow others to take, any action that would imperil or put at risk your own security, or the security of our other users.

   Violation of our security processes or protocols may result in account termination.

9. Users & Administrators Policy. WordPress allows for the creation of users with varying levels of permissions. You may create an unlimited number of users in your WordPress instance, but each user must have a valid email address and a secure password. Additionally, we strongly recommend, but currently do not require, that all administrator-level users have two-factor authentication as part of their login process.

   You agree that we are not responsible for users who select poor passwords. If we determine that an intrusion into your WordPress site occurred due to violation of this section, we may elect not to resolve any malware issues without billing for such cleanup at $250 per hour. Charges will apply if the malware was intentionally or directly installed by a user you granted access.

10. Server Access Policy. Because of the nature of containerization, WPConcierge does not grant access to servers or containers for our clients. Should you need direct access to the files we store for your content directory, we can provide SSH/SFTP access. We are willing and able to provide instructions for generating and using public/private key encryption, which is required to access any server we provide.

    If you need to upload, modify or change files on the server, we can provide you with access to various tools or upload the files ourselves. Please reach out with questions or for options.

11. Backups And Restores. We will back up your site on a regular schedule, for a minimum of once per week, and a maximum of once per day. Backups are kept for a minimum of thirty days, and may be removed after that time.

    You agree and understand that if your site is compromised, we will identify and restore the latest backup that was in a good state prior to the intrusion and/or hack. If no backup is available, we will discuss options for removing the malware.

12. Additional Plugin Requirements. In order to provide the highest level of security for all our clients, we require use of a plugin called Wordfence. This security plugin protects you against known vulnerabilities and is an essential part of our multi-modal security model. The plugin is an annual subscription, which is not included in the fees paid to WPConcierge. You can purchase your license at https://www.wordfence.com/r/1797225de9e3c100/products/wordfence-premium/
13. Malware Removal. Should your site be hacked, we will provide malware removal services to you. If the intrusion is due to a vulnerability in WordPress, our services, or our infrastructure, this will be at no cost to you. If we identify that the intrusion was due to negligence by you or someone you granted access to, we may, at our discretion, charge a malware removal fee at $250 per hour.

    In most cases, we use a backup to restore your site to a known safe point. If no backup is available that is not compromised, we will manually remove the malware from your site, or rebuild your site, depending on the level of intrusion.

    Malware must be removed from your site. If you detect malware on your site, inform us immediately. If we detect malware on your site, we will inform you but we will remove it at once, to protect you and other clients. If you do not permit us to remove the malware, we will need to terminate your account.

14. Content License & Copyright Rules. In order to serve your site, you agree that WPConcierge has a license to reproduce and distribute the content you provide, without limitation and anywhere in the world. This license will end upon termination of your account, and does not confer ownership rights to WPConcierge.

    Further, you agree and warrant that you own all content, copy, and assets that you provide to us for distribution. We will respond to takedown notices and we take copyright ownership seriously. Providing content to us without the appropriate licenses or authorizations is grounds for terminating your account. Further, you agree to indemnify and hold harmless WPConcierge for any violation of any law, including copyright law. Violation of any law that directly impacts WPConcierge will result in termination of your account.

15. Migration and Termination Policy. From time to time we may need to terminate accounts, or you may elect to select another provider. This policy will govern the termination and transition of your services from WPConcierge to another provider.

    If WPConcierge terminates your account for failure to pay, violation of any law, or nefarious behavior, or any breach of any agreement, we may do so without notice and without refund or recourse. We will provide you a copy of your data, provided doing so does not breach any obligation, legal or otherwise, that WPConcierge holds.

    If your account is terminated for any other reason, regardless of who terminates the account, WPConcierge will provide one copy of your data at no charge for you to migrate to another host. This data will contain a SQL dump of your WordPress database, and your WordPress content directory’s plugins, themes and media directories. You may request additional directories, and we may provide them at our discretion. We will retain your data for three days after the termination date of your account. At that point, we will remove your data from our servers.

    Should you require additional copies of your data, each copy is available for $399 beyond the first free copy. We do not provide migration services to other providers. You are responsible for migrating to another provider. Additionally, we do not allow and will not support plugins or server-based tools designed to migrate your site, as they present a security risk.