Hosting documentation
Support
Any time your site needs our attention, you can start a support ticket at https://joinery.freshdesk.com/. (This link is also listed for you on the My Account page, under the Hosting Resources section.)
Hosting support
Is your site not running? That's a hosting issue, covered by our 99.9% uptime guarantee. Do you need a service specifically mentioned in your plan? That's a hosting issue, and it's included in your hosting package.
Custom development
Do you need someone to create a new banner image, develop a custom CiviCRM feature, fix a bug, or analyze your donor data? Provide training, strategic consultation, or project management? We're happy to do any of that and much more, under our standard pricing framework for custom development.
Whatever your need, please start a support ticket and we’ll be glad to help you.
Maintaining a properly managed email server, with protections against abuse and blacklisting, and with industry-standard configurations for deliverability, spam protection, and account management, is outside the scope of our services. We'll be glad to recommend a provider where you can get all you need and more, usually at no cost even for for-profit organizations.
If you have arranged an email hosting solution with Jonery specifically for your organization, we’ll provide support for your email needs through our support ticket system. Please see the section on “Support” to learn about requesting help.
File management
If you need regularly to upload files in a manner not supported by your CMS (Drupal / WordPress / Joomla), please submit a support ticket to request access via SFTP (“Secure File Transfer Protocol”). Joinery will provide you with a username and strong password which you can use, together with your preferred SFTP client software, to add or remove files on your site. We can also recommend a free SFTP client software package for you and provide support (via our support ticket system) to help you get up to speed on its use.
Security updates
Joinery will monitor your site for security updates to any of the following software packages: Drupal; WordPress; Joomla, CiviCRM, Drupal modules distributed through drupal.org, CiviCRM extensions distributed through civicrm.org. Beginning on the 7th of the month in your first month of hosting, Joinery engineers will apply these security updates within 2 business days of their release. We actively monitor for new updates, relieving you of that task.
Uptime monitoring
Third-party uptime monitoring is provided by UptimeRobot. Your site is checked for uptime responsiveness every 5 minutes, and statistics are posted in real time to a password-protected report.
The URL and password for your site’s public status page can be seen on the My Account page, under the Hosting Resources section.
Your hosting plan includes a 99.9% uptime guarantee on the primary domain. If the site report for your primary domain ever shows less than 99.9% uptime in the past 30 days, please contact us to receive a discount on the following month’s hosting fee, prorated to the amount of downtime over 99.9%.
Backup and restore
Beginning on the first day of the month, in your first month of hosting, Joinery will enable automatic backups according to your plan lavel. Daily backups are stored for 7 days; weekly backups for 1 month; monthly backups for one year.
Your plan also entitles you to a number of restorations from backup, upon request:
- Light: One restoration per calendar year included; additional restorations for a fixed fee.
- Standard: Two restorations per calendar year included; additional restorations for a fixed fee.
- Premium: Unlimited restorations included.
A restoration from backup will return all sites in your plan to their state at the time of the backup. Restoring only one site and leaving the others untouched is a custom service not included in your plan.
To request a restoration from backup, please submit a support ticket.
SSH access on request
Advanced users who need command-line access to the server over ssh may submit a support ticket to request this access. Users will be expected to generate and provide a public key for authentication. Enabling ssh access will disable password-based SFTP access, such that SFTP access will also require a public key for authentication.
Control panel
As a fully managed hosting solution, Joinery's hosting plans do not anticipate your daily involvement in performing tasks normally associated with a control panel. File management can be done via secure SFTP. For any other tasks you can't accomplish yourself, we ask you to create a support ticket and we'll be glad to help you ASAP.