We run the server. You run what is on it.
We look after the AWS account and network, the server itself, the operating system and its patching, the web server, PHP, database, Redis and Docker where you use them, TLS certificates, the firewall and WAF, backups and restores, and 24/7 monitoring.
You look after your site: the application code, your CMS, plugins, themes and extensions, your content and data, and who can log in to it.
There is no cap on how often you contact us — no ticket limits, no monthly hour allowance, and you will never be told you have used up your support. What is defined is the kind of work included, not the amount.
A useful test if you are unsure: would this problem follow you to a different host? A broken plugin would. A failed system update would not. The first is yours, the second is ours.
