Rayos Technology Protocols

A website is a series of plugins, files, code and services that all come together to generate each web page. In most cases, the great majority of that code is managed by the Rayos Team. However, if you have requested customizations and/or integrations, there may be plugins, files and code that are custom to your website and content that are your team’s responsibility. In some cases, managing this code may be beyond your technical capabilities or just something you would like the Rays Team to handle. In those cases, Rayos production services can help.

Below is an overview of the types of code on your site and our testing & support protocols for each. Please note, the Rayos Team does not expect you to know if a problem is from a particular kind of code. Feel free to submit any problem and after we investigate it, we will let you know what type of code is the cause of the reported problem.

Core Rayos Managed Technology

The following technology is managed by the Rayos support and development teams as part of the Rayos Platfrom.

Server/Hosting

Definition: This is the actual hardware and network that your website is hosted on.
Testing Protocol: Servers are monitored for uptime each minute.
Support Protocol: An alert is triggered to the Rayos engineers if the server is inaccessible for five consecutive minutes. Our engineers investigate all outages five minutes and over, regardless if a customer reports it or not.

WordPress

Definition: This is the base installation of WordPress.
Testing Protocol: WordPress is tested prior to each Rayos release.
Upgrade Protocol: The Rayos Team manages all WordPress upgrades and subsequent testing.
Support Protocol:  Reports of problems with WordPress itself are rare and if found, are often addressed quickly by WordPress in subsequent releases. WordPress may make changes to its CMS at any time. The Rayos Team does not have control over the base CMS functionality. That said, WordPress tends to be stable and make changes incrementally.

Core Theme & Templates

Definition: Default CSS and page HTML
Testing Protocol: Core theme and core templates are tested prior to each Rayos release.
Upgrade Protocol: Upgrades are managed via the normal Rayos release process.
Support Protocol: Reports of problems with core theme and templates are considered incidents (non-billable) and are managed via incident SLA’s .

Core Rayos developed plugins

Definition: Plugins built by the Rayos Team are installed by default across all Rayos websites
Testing Protocol: All core plugins are tested prior to each Rayos release.
Upgrade Protocol: Upgrades are managed via the normal Rayos release process.
Support Protocol: Reports of problems with core Rayos developed plugins are considered incidents (non-billable) and are managed via incident SLA’s .

Core Third Party plugins

Definition: Third party plugins installed by default across all Rayos websites
Testing Protocol: All core plugins are tested prior to each Rayos release.
Upgrade Protocol: Upgrades are monitored by the Rayos support team and updated periodically as part of the release process. The Rayos Team does not upgrade all plugins immediately upon release, in many instances we may wait for a major release or important security update before upgrading.
Support Protocol: Reports of problems with core third party plugins are considered incidents (non-billable) and are managed via incident SLA’s . However, if the problem is due to the code managed by the third party, the actual resolution may be beyond the Rayos Team’s control. The Rayos Team tries to only work with reputable third party vendors who have proven to offer stable products and responsive updates. If the the third party is not responsive to a high level incident, the Rayos Team will outline alternative solutions and product decisions within 24 hours. These may include using a different plugin.

Beta Third Party plugins

Definition: Beta plugins are plugins that the Rayos Team has previously researched and approved for use as a ‘beta feature,’ meaning our teams are assessing the features popularity with our customers, the ease of use, stability and reliability. Because Beta plugins are still being tested and assessed, there is more risk in using this type of plugin, then a fully vetted core plugin. These plugins are not automatically installed in all instances and are only enabled at the customer’s discretion.
Testing Protocol: Beta plugins are not tested prior to each Raos release.
Upgrade Protocol: Beta plugins are not upgraded unless there is a major security upgrade that has been released. You can request for a Beta plugin to be upgraded, but if there are problems post upgrade, fixes will be considered billable requests.
Support Protocol: Reports of problems with beta third party plugins are considered incidents (non-billable), however timelines do not follow standard SLAs. Timelines for resolution are given after initial investigation of the problem. If the problem resides in the third party’s code, actual resolution may be beyond the Rayos Team’s control. If the the third party is not responsive to a high level incident, the Rayos Team may discontinue support of the plugin as a beta third party plugin and may suggest an alternative solution or you can continue to use the plugin as a custom solution (see custom solutions below).

Site Theme

Definition: The site theme is a css file that makes your site look like your site. This file was developed during your implementation. This file lives on the server and is not accessible via WordPress or by the support and production staff.
Testing Protocol: Your sites custom theme it tested to make sure your site looks the same after each Rayos release.
Support Protocol: Reports of problems with the site theme are considered incidents (non-billable) and are managed via incident SLA’s .

 

Custom Technology

The following types of technology can be integrated at the customer’s request, either during implementations or via a support and production request.

Custom CSS

Definition: Within the CMS there are ways to add custom css to pages or the entire site. As part of ongoing upgrades and customizations you can create custom css yourself or request that the support & production staff to make changes to the design of your site. These changes live in the CMS.
Testing Protocol: Your sites custom css is not tested to make sure your site looks the same after each Rayos release.
Support Protocol:  Reports of problems with custom css are considered “fix” production requests and are billable. Timelines for fixes are given after initial investigation of the problem.

Custom Third Party Plugins

Definition: Third Party Plugins installed at the request of the customer.
Testing Protocol: Custom third party plugins are not tested prior to each Rayos release.
Support Protocol: Reports of problems with custom third party plugins are considered “fix” production requests and are billable. Timelines for fixes are given after initial investigation of the problem. If the problem resides in the third party’s code, actual resolution may be beyond the Rayos Team’s control, the customer will be responsible for communicating with the plugin owner to seek resolution.

The customer is responsible for monitoring for security upgrades/vulnerabilities. The Rayos Team reserves the right to turn off Custom Third Party Plugins with active unresolved security issues.

Note: If a customer decides to install their own version of a core plugin, so that it is tied to their account, that plugin will be considered a custom plugin at that point.

Custom Plugins

Definition: Custom plugins are plugins created by the Rayos Team at the customer’s request
Testing Protocol: Custom templates & code are not tested prior to each Rayos release.
Upgrade Protocol: All upgrades or changes must be requested by the customer, estimated, and scheduled.
Support Protocol: Reports of problems with custom templates  or custom code are considered “fix” production requests and are billable. Timelines for fixes are given after initial investigation of the problem.

The customer is responsible for monitoring for security upgrades/vulnerabilities. The Rayos Team reserves the right to turn off Custom Plugins with active unresolved security issues.

Custom Templates/Code

Definition: Custom templates or integrations of custom code (including plugin extensions) created  at the customer’s request
Testing Protocol: Custom templates & code are not tested prior to each Rayos release.
Upgrade Protocol: All upgrades or changes must be requested by the customer, estimated, and scheduled.
Support Protocol: Reports of problems with custom templates  or custom code are considered “fix” production requests and are billable. Timelines for fixes are given after initial investigation of the problem.

Third Party Integrations

Definition: Integration of third party code (HTML, JS, CSS, etc) that is not integrated via a plugin.
Testing Protocol: Third party integrations are not tested prior to each Rayos release.
Support Protocol: Reports of problems with third party integrations are considered “fix” production requests and are billable. Timelines for fixes are given after initial investigation of the problem.

 

A note about Ad Server Integrations:
The Advertisement Plugin, which integrates adcode from any adserver and allows certain data to be passed to the adserver itself is managed as part of the Core Rayos developed plugins.

The adserver that serves the actual creative and determines what ad will show is considered a Core Rayos technology when using Rayos’s ad trafficking services and custom technology if the customer does not use Rayos’s services.

For more information about our advertising services, including ad debugging,  read the advertising request guide.