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OUR SERVICES

WEBSITE HOSTING & SECURITY

Redback Solutions takes security seriously.

We currently host and maintain over 750 websites on a range of CMS platforms, so we understand the critical importance of hosting security and data privacy compliance. Our clients’ websites are hosted on Australian servers trusted by companies of all sizes, including a number of government organisations and local councils.

Redback has been hosting websites and web applications for 22 years and our servers have never been compromised in that time.

View our website hosting and care plans here

More info on Redback’s hosting and security processes:

Experienced support team based in Newcastle, NSW
Recently passed a formal penetration test conducted through a Big 4 consulting firm
Automatic updates of WordPress plugins, automatic updates of WordPress minor versions, manual updates of WordPress major versions (Please note: not all major WordPress versions will be updated as quotable testing and updates to other components may be required)
SSL certificate and secure hosting environment to protect user data. 2048 Bit.
WordFence integration (Firewall & Security Scanner)- Where required
Dedicated servers with Digital Pacific in Sydney
Digital Pacific has a fully managed network - Multiple Managed Redundant Pairs of Routers and Switches ensure high availability
Hardened server templates
Managed security groups
Managed DDoS protection – Litespeed server
High Hardware Availability - 99.995% SLAs ensure agreement-backed confidence
Encrypted secure management of client passwords and data

Redback Premium Plans include:

Enterprise-grade WP Engine solution (Google Cloud Platform) with managed web application firewall, DDOS mitigation, Cloudflare CDN, SSL and New Relic application monitoring. WP Engine SLAs can be found here

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General Service Levels

We will endeavour to return any non-urgent calls and emails within 1 business day
Our main landline +61 2 4962 2236 is manned from 9am-5pm Mon-Fri
Redback services a wide range of clients, from small businesses to large organisations

and government. We treat every client equally and no client receives preferred

treatment – regardless of budget.

Urgent requests or technical support issues submitted to support@rb.com.au will be

actioned as soon as possible during Australian business hours (though our support inbox is manned 7 days a week)

Software Service Level Agreements & Inclusions

WordPress CMS Updates – carried out for most major new version releases of WordPress. Depending on the release, Redback may wait until a later version becomes available if the version upgrade offers no additional value to your website.
Third Party Plugins and Integrated Software:

Installing plugins / software – premium plugins supported.
Updating plugins / software – carried out regularly and premium plugins supported
Fixes for issues caused by plugins installed or updated by a third party (eg. a client representative) will incur additional charges for troubleshooting and bug investigation, as well as any development time required to fix the issue.
Where third party software tools have been integrated with your website, Redback Solutions will be on hand to support in any way we can; however, we can take no responsibility for third party software performance or faults.

Redback will endeavour to assist where possible, for the prevention and/or removal of malware and other security threats. If a malware or security threat is caused by a client representative (eg. Sharing passwords publicly, weak login credentials, installing plugins without Redback approval), charges will apply for troubleshooting and bug investigation, as well as any development time required to fix the issue.
Separate backup server providing 7 days of quick-restore database and file backups. We also perform daily off-site backups and retain copies of 7 daily, 1 weekly and 1 monthly backups.
PHP Version updating – charges may apply if your site or theme requires updates to be compliant and function with future versions of PHP. Note: This generally only occurs if your site is built on a third party or legacy WordPress themes.
WordFence integration (Firewall & Security Scanner optional & may have some performance overheads - where appropriate).
Postmark plugin configuration to guarantee email delivery from website forms (where appropriate or requested)
Encrypted secure management of all client passwords and data.
Optional: Access activity logging software (optional & may have some performance overheads)

REDBACK STANDARD WEB HOSTING

SERVICE LEVEL AGREEMENTS

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REDBACK STANDARD WEB HOSTING

EXCLUSIONS

Scheduled Maintenance - Our systems will require periodic maintenance and upgrades that may or may result in services being unavailable for minimal periods of time. This includes backup services. This is part of our continuing commitment to providing our clients with the highest quality services available.

Outages caused by actions beyond Redback's control (including and without limitation, acts of any governmental body, war, terrorism, or "Acts of God" (e.g. fire, tornado, flood, earthquake), including but not limited to Scheduled Maintenance or Service Downtime; DoS attacks or other forms of intrusion are excluded from the uptime/downtime calculations, applications, equipment or facilities of a member or acts or omissions by a member; DNS issues not within the Company's control; and/or member acts, such as liken scripts or misconduct or use of the service in each of the Redback's other terms of service, including the Acceptable Use Policy and Privacy Policy and any additional terms and conditions established by Redback.

This Server Hardware Service Uptime SLA does not cover service downtime caused by problems related to:

Customer's local area network;
Customer-provided Internet connectivity or end-user software;
Anything inside customer's internal network, including, but not limited to, firewall configuration and bandwidth to internet, local area workstations, servers, software, and configuration;
DNS issues outside the direct control of Redback;
DNS (Domain Name Server) Propagation;
Outages elsewhere on the Internet that hinder access to your account.
Redback is not responsible for browser or DNS caching that may make the Web Site appear inaccessible. Redback will guarantee only those areas considered under the control of Redback: Redback server links to the Internet, Redback network hardware, and Redback servers.

Investigation time

If your website requires an update or bug fix that is not due to a Redback error and is not part of our Redback Standard Web Hosting inclusions, we will provide you with an estimate for us to look into the issue / research solutions and implement the work required, if approved.

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Primary contact

Redback Support Team

support@rb.com.au

+61 2 4962 2236

Other contacts for emergencies outside of work hours

Kyle Fuhrmann – Head of Web Production

+61 438 786 188

Dave Eddy – Managing Director

+61 499 111 123

Graham Hill – Hosting Manager

+61 427 694 010

WEB HOSTING

CONTACTS

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