Put a site on a care plan

Activating a care package on a hosting switches on the features the package includes, records the price the customer agreed to, and starts a billing reminder clock. From then on, Hyperion switches back on any included feature that someone switches off.

Before you start

• A package exists and is offered. See Create a care plan.
• You hold the Manage hosting profiles permission and manage access to the hosting. Customers see the Care packages card on their own hosting but cannot activate or cancel.
• The hosting is active. Suspended or trashed hostings are skipped when features are enforced.

Steps

Activate a package

1. Open Hostings in the sidebar, click the hosting, and stay on the Overview tab. Find the Care packages card.
2. In Activate a package, choose a package. Each entry reads <name> — <price>.
3. In Valid from, leave the date empty to start today, or pick a UTC date. An earlier date backdates the first care report and the billing clock. A later date records the plan now and switches it on that day. The date must not be before 1 January 2015 or more than a year ahead.
4. Click Activate.

The card answers "<name>" is now active on this site. For a future date it answers "<name>" is recorded and starts <date>. Nothing is switched on, and no report is sent, until then.

Behind the scenes, Hyperion reads the site’s current state of every included feature before it changes anything, so a cancel can put it back. It stores a copy of the package’s name, price, features, checklist and report sections on the site, then switches the features on through the same controls the panel uses. A Slack message announces the plan and what the customer now pays in total. Activating a package the site already holds opens no second record. It re-applies the features.

Read the card

Each package on the site shows:

• An active pill, or starts <date> for a plan that has not started, with Valid from.
• Next billing, when the package has a price and an interval.
• One line per included feature with a pill: on, not on (it will be switched back on automatically), waiting (switched on from the start date) or ? (the node could not be read just now). A pill never shows green for something that could not be checked.
• Switch on now, when a line shows not on and a pass can fix it. It runs the node’s enforcement pass immediately instead of waiting for the hourly one.
• Install ModSecurity now, when the package includes the OWASP Core Rule Set and the node has no ModSecurity. Confirm Install ModSecurity on this site’s node?. It installs libnginx-mod-http-modsecurity and modsecurity-crs with apt, checks that nginx still loads its configuration, then switches the rule set on for every site whose plan includes it. The hourly pass also installs it when it is missing, at most once every 6 hours, and stops after 3 failed attempts in a row.

Brute-force protection and the Core Rule Set also need the node: the brute-force scanner switched on for it and ModSecurity installed. Hyperion checks both for every site on the package and raises Care plan protection is not running in notifications when either is missing, once per change of reason.

Change the start date

In the card, change Valid from and click Save date. A date in the past moves where the first care report and the billing clock count from. A later date works only while the plan has not started. A plan already in force cannot be pushed into the future; cancel it and activate it again with the later date.

Tick the monthly checks

The Monthly check — <Month Year> block lists the plan’s checks by hand, such as Pages and navigation or Forms and their delivery. A site on two plans is asked for the union.

1. Do the check on the site.
2. Tick its box. You can add a note in the field beside Save note and click Save note.
3. The tick records who confirmed it and when. A tick is bookkeeping, not a measurement. Untick a box to retract a tick made by mistake.

The pill shows done or <n> of <total>. A month that closed with checks unticked shows <Month> closed with <n> of <total> still unchecked. That month cannot be completed any more. A month already ticked keeps the list it was ticked against, so editing a plan never rescores a signed-off month. Twenty-four months of history are kept.

The same list is on two other pages. The dashboard’s Care plans — <Month Year> card lists every site on a plan, work first, with <done>/<total> and last month unfinished pills. It is absent when no site is on a plan. Sites with checks still open come first, the one whose care report e-mail leaves soonest at the top, because ticks made before the e-mail goes out reach the customer’s letter. Each row of a site with a scheduled report carries a pill with the time left: e-mail in <n> days, e-mail in <n> h, e-mail in <n> min or e-mail within the hour. It turns amber when less than 3 days are left, and hovering shows the exact date. A red pill means the report will not leave: e-mail: no recipient, e-mail: no SMTP relay or e-mail: site not active. Fix the cause the hover text names, and the report goes at the next hourly run. The Care packages page ends with Sites on care, which shows Recurring (total at the agreed prices), Checked by hand · <Month> and Next billing reminder, then one row per site.

Follow the billing reminders

Three days before a plan’s next billing date, Hyperion posts a reminder to Slack and emails the hosting’s owner address, naming the amount to invoice. It then moves the date forward by one interval. The intervals are 30 days for Monthly, 90 for Quarterly and 365 for Yearly. A package without a price says so in the message instead of being skipped. Hyperion does not invoice or charge anyone.

Cancel a plan

Before you cancel a plan

Cancelling stops the billing reminders and the care report, and puts back what the package switched on. Features that another package on the same site also includes stay as they are. The record stays in the site’s history.

Check what will change: the card lists the features the plan forces. Each one that this plan switched on goes back to the state captured at activation, for example backups or monitoring switching off if they were off before. To undo, activate the package again.

Click Cancel package on the package and confirm with Cancel package. The card answers that the plan was cancelled and that anything it had switched on, and nothing else pays for, has been put back.

Check that it worked

• The Care packages card shows an active pill, and each included feature shows on.
• The Care packages page lists the site under Sites on care with its price and next billing reminder.
• After a cancel, the package shows no more under the card’s active list and the features show their earlier state on their own pages.

If it fails

• “package … is retired and can no longer be activated”: the package is no longer offered. Tick Offered in the package editor, or pick another.
• “the start date cannot be before 1 January 2015” or “the start date cannot be more than a year ahead”: pick a date in range.
• “Pick a start date.”: Save date needs a date.
• “No recipient — this report cannot be sent.” on the card: see Send care reports to customers.
• “The owning node did not answer … so the tick was not saved”: the node that owns the site is unreachable, so the tick was not written. Try again when it is back.
• A feature stays at not on: click Switch on now. If the feature needs ModSecurity or the brute-force scanner and the node lacks it, the line says so.
• “The definition behind this package was deleted.”: nothing keeps the features on any more. Create the package again and activate it, or cancel this record.