The nature of this category is self explanatory however we thought it would be good to define a little further the concept behind our offering complementary support. As a valued client, we have no hesitation to going above and beyond the typical base level of support for you. Though it is important to remember that we strive for the highest level of support available, and as such need to be sure that we can continue to expand our support team as needed to fulfill your requirements. As such if your task is not covered under this listing, or the standard base support services, please see our paid services for more thorough assistance. We are proud to offer you the below as a courtesy support line to show our appreciation for your business.

• Analysis and basic Anti-DDoS measures.
• Basic, non-intense Investigation/cleanup of hacked VPSes.
• Rebuild of VPS.
• Restoration of VPS/Files from any available backups.
• Kernel upgrades (node level).
• Installation of Zend/Ioncube/eAccelerator.

Below is a full and detailed list of the support we offer with every cPanel package. Our support staff have years of experience in working with Linux cPanel, and are more than happy to accept any requests regarding issues you may have. As a guide though, if you do not see an item in this index for what you need done, it will most likely be outside of the scope of base support and you will need to scroll to the bottom of the page for details on how you may acquire assistance with this issue.

Horde/Squirrelmail
(Neomail is no longer supported by cPanel)

• Troubleshoot connectivity/login issues.
• Reinstall/repair

APF/CSF

• Flush rules
• Restart firewall services
• Install/Uninstall
• Troubleshoot related issues
• Open/Close ports
• Block/Unblock IPs

cPanel/WHM
(Stable & Release trees ONLY! Current or Edge is unsupported.)

• Upgrade/downgrade version
• Repair install
• Troubleshoot
• Fix license issues
• Troubleshoot issues with automatic cPanel backups

Fantastico
(Software installed via Fantastico is not supported, only Fantastico itself is supported)

• Install/Uninstall
• Upgrade/Update
• Troubleshoot and repair
• License

RVSkins

• Install/Uninstall
• License

Exim

• Upgrade
• Troubleshoot and repair
• Identify and fix configuration issues
  (custom rule sets are not supported)

Crond

• Upgrade
• Troubleshoot and repair (We will not write custom cronjobs)

Apache

• Recompile
• Upgrade
• Add/Remove modules supported by easyapache
• Configure standard, performance-related settings: MaxClients, MaxRequestsPerChild, KeepAlive, etc…. (server-wide only, not on a per-domain/virtualhost basis)
• Troubleshoot and repair issues with apache
• Troubleshoot and fix configuration issues (only for broken apache/domains, no custom configurations will be made)
• Not supported includes:  Writing custom domain configurations, adding sub-domains, adding domains, installing custom modules such as mod_evasive, writing custom mod_security or mod_rewrite rules.

IPtables

• Troubleshoot firewall issues (We will not write custom rule sets)
• Flush rules
• Restart

MySQL

• Run repairs on MyISAM and INNODB databases
• Troubleshoot MySQL issues (will not troubleshoot or write queries)
• Modify service configurations
• Troubleshoot connection issues
• Upgrade/Downgrade version (we will not convert databases—back up your databases before requesting a version change!)
• Basic my.cnf optimizations

Named

• Modify general configuration (i.e. restrict IPs allowed to make recursive queries, some ACL changes, configure named logging)
• Troubleshoot and repair
• Upgrade/Update
• Troubleshoot and repair DNS Zones (We will not write custom DNS zones or add entries to DNS zones on a per-domain basis)

ProFTPD/PureFTPD

• Troubleshoot
• Make general configuration changes
• Repair login issues

SSHD

• Troubleshoot and repair
• Reinstall
• Upgrade/Update
• Make security-related changes to sshd_conf (changing listening port, bound IP, disallowing root login, etc…)

Yum

• Troubleshoot and repair
• Update
• Configure basic repositories

Perl

• Update Perl libraries
• Update version on major releases
• Reinstall

GCC

• Update

Xinetd

• Restore xinetd service configurations to default
• Troubleshoot issues with xinetd

Hostname

• Set server hostname
• Create entries for server hostname in dns zones/hosts file
• Change server hostname

IP Assignment

• Add/remove purchased/cancelled IPs from server
• Troubleshoot IP routing issues with installed IPs

Timezone

• Set/Change server timezone

Webalizer/Awstats/Analog

• Troubleshoot and repair server statistics generation
• Configure time between stats runs

Automatic cPanel Backups

• Troubleshoot failing automated cPanel backup jobs
• Examine and verify remote backup configurations

Clamd

• Uninstall/Reinstall

SpamAssassin

• Uninstall/Reinstall
• Make configuration changes to spamd.conf (We will not write custom spam filters or train spamassassin)

PHP

• Upgrade/Downgrade version (Only versions officially supported by the panel qualify)
• Install PHP Modules supported by easyapache (we will not install 3rd party PHP modules, though we will compile PHP to use them after you have installed them, or paid for an install of those modules).
• Modify php.ini configurations
• Install Zend/eAccelerator/ioncube
• Troubleshoot and repair server-wide issues with PHP. (We will not debug scripts or offer assistance in writing PHP scripts. If there is an issue with 3rd party PHP software, please contact the support team for that software.  They will be able to tell you if our staff needs to make configuration changes to the server for their applications to run, and what configuration changes need to be made.)

POP3

• Troubleshoot and repair login issues.
• Empty mailboxes (Selective removal of messages not supported)

IMAPD

• Troubleshoot and repair
• Restore basic configuration

SWSoft’s Plesk control panel is renowned for its stability and ease of use; however, issues can arise, and we’re here to help you with them and to make sure you are able to use everything correctly.  As a guide, if you do not see an item in this index for what you need done, it will most likely be outside of the scope of base support and you will need to scroll to the bottom of the page for details on how you may acquire assistance with this issue.

Horde

• Troubleshoot
• Reinstall
• Repair

Apache

• Troubleshoot
• Repair
• Configure standard, performance related settings: MaxClients, MaxRequestsPerChild, KeepAlive, etc…. (server-wide only, not on a per-domain/virtualhost basis)
• Troubleshoot and fix configuration issues (only for broken apache/domains, no custom configurations will be made)
• Not supported includes:  Writing custom domain configurations, adding subdomains, adding domains, installing custom modules such as mod_evasive, writing custom mod_security or mod_rewrite rules.

Plesk Control Panel
(Only versions supported by SWSoft)

• Troubleshoot and repair issues
• Upgrade version (not possible with all versions)
• Fix licensing issues
• Apply license upgrades/downgrades
• Install panel language packs when purchased

IMAPD

• Troubleshoot and repair
• Restore basic configuration

POP3

• Troubleshoot and repair login issues.
• Empty mailboxes (Selective removal of messages not supported)

Crond

• Upgrade
• Troubleshoot and repair (We will not write custom cronjobs)

IPtables

• Troubleshoot firewall issues (We will not write custom rulesets)
• Flush rules
• Restart

APF/CSF

• Flush rules
• Restart firewall services
• Install/Uninstall
• Troubleshoot related issues
• Open/Close ports
• Block/Unblock IPs

FTPD

• Troubleshoot and repair login and timeout issues.
• Reinstall as needed.

Spamassassin

• Troubleshoot mail delivery issues related to spamassassin
• Install/Uninstall/Reinstall Spamassassin (we will not train spamassassin or write custom SA rules)

DrWeb
(Support for trial version not included)

• License and Install on purchase
• Uninstall or Reinstall

SSHD

• Troubleshoot and repair
• Reinstall
• Upgrade/Update
• Make security-related changes to sshd_conf (changing listening port, bound IP, disallowing root login, etc…)

Yum

• Troubleshoot and repair
• Update
• Configure basic repositories

Perl

• Update Perl libraries
• Update version on major releases.
• Reinstall

GCC

• Update

Xinetd

• Restore xinetd service configurations to default
• Troubleshoot issues with xinetd

Hostname

• Set server hostname
• Create entries for server hostname in dns zones/hosts file
• Change server hostname

IP Assignment

• Add/remove purchased/cancelled IPs from server
• Troubleshoot IP routing issues with installed IPs

Timezone

• Set/Change server timezone

MySQL

• Run repairs on MyISAM and INNODB databases
• Troubleshoot MySQL issues (will not troubleshoot or write queries)
• Modify service configurations
• Troubleshoot connection issues
• Upgrade/Downgrade version (we will not convert databases—back up your databases before requesting a version change!)
• Basic my.cnf optimizations

Named

• Modify general configuration (i.e. restrict IPs allowed to make recursive queries, some ACL changes, configure named logging)
• Troubleshoot and repair
• Upgrade/Update
• Troubleshoot and repair DNS Zones (We will not write custom DNS zones or add entries to DNS zones on a per-domain basis)

PHP

• Upgrade/Downgrade version (not possible on some versions of Plesk)
• Troubleshoot configuration issues (cannot add/remove custom modules on most distributions of Plesk)
• Make configuration changes in PHP.INI
• Install Zend/Ioncube/eAccelerator

QMail

• Troubleshoot and repair
• Reinstall (cannot install custom/3rd party QMail modules, or troubleshoot issues related to such modules)
• Install qmHandle for queue management.

It is hard to find a good administrator for Windows systems without paying a considerable amount these days. That is why we’re proud to offer our Windows support for Plesk. Our outlined support offerings for this category give you a bit of relief knowing you can call on us for a good deal of your Windows administrative needs.  Please note, that as with other support outline categories, if you do not see an item in this index for what you need done, it will most likely be out of the scope of base support and you will need to scroll to the bottom of the page for details on how you may acquire assistance with this issue.

Hostname

• Set server hostname
• Create entries for server hostname in dns zones/hosts file
• Change server hostname

IP Assignment

• Add/remove purchased/cancelled IPs from server
• Troubleshoot IP routing issues with installed IPs

IIS/DNS

• Troubleshoot and repair
• Fix permissions issues
• Verify and repair zone files (via the Plesk interface)

PHP

• Upgrade PHP version (will not install 3rd party PHP modules)

ASP.NET

• Upgrade version (Only between Plesk-Supported versions of ASP.NET)

MySQL (Plesk DB Server only)

• Troubleshoot issues keeping MySQL from starting
• Repair databases
• Reset/retrieve admin/sa password
• We will not write custom queries/connection strings, or troubleshoot queries/connection strings.  We can only keep MySQL functioning, and do not assist in debugging query language.

MSSQL/MSDE (Plesk DB Server only)

• Troubleshoot issues keeping MSSQL/MSDE from starting
• Reset/retrieve admin/sa password
• We will not write custom queries/connection strings, or troubleshoot queries/connection strings.  We can only keep MSSQL/MSDE functioning, and do not assist in debugging query language.

Timezone

• Set/Change server timezone

Windows Firewall

• Turn firewall on/off
• Open/close ports within firewall

Network Configuration

• Troubleshoot and repair the Windows network configuration

Spamassassin

• Install/uninstall Spamassassin
• Troubleshoot mail issues due to Spamassassin
• We will not train spamassassin or write custom spam filters.

Webmail/MailEnable

• Troubleshoot and repair issues
• Restore mail configuration
• We will not customize MailEnable configurations.

Statistics Software (Provided by Panel)

• Troubleshoot and repair issues with statistics calculation
• We will not install custom statistics software.

FTP

• Diagnose and repair login issues with FTP service
• Diagnose and repair issues with data transfer
• We will not create custom-configured FTP accounts.  To qualify for support, FTP accounts with issues need to have been created via the Plesk interface.

Task Scheduler

• Troubleshoot and repair issues.
• Enable/disable task management for users.
• We will not write custom scheduled tasks.

With our no-panel support we offer a variety of coverage for Windows specific tasks.  Our support team is very efficient in Windows server administrative work, and can handle any of the listed tasks if you need.  Please note, if you do not see an item in this index for what you need done, it will most likely be outside of the scope of base support and you will need to scroll to the bottom of the page for details on how you may acquire assistance with this issue.

Hostname / Computer Name

• Set server name
• Create entries for server hostname in dns zones/hosts file
• Change server name

IP Assignment

• Add/remove purchased/cancelled IPs from server
• Troubleshoot IP routing issues with installed IPs

Timezone

• Set/Change server timezone

Windows Firewall

• Turn firewall on/off
• Open/close ports within firewall

Network Configuration

• Troubleshoot and repair the Windows network configuration

Utilizing a Linux environment with no additional panel can be exciting, however if the need arises we also offer limited support for no-panel as well. Our technicians are highly skilled in this area and can assist as needed, just in case you run into any road blocks. For your records please note that if you do not see an item in this index for what you need done, it will most likely be out of the scope of base support and you will need to scroll to the bottom of the page for details on how you may acquire assistance with this issue

Crond

• Upgrade
• Troubleshoot and repair (We will not write custom cronjobs)

IPtables

• Troubleshoot firewall issues (We will not write custom rule sets)
• Flush rules
• Restart

APF/CSF

• Flush rules
• Restart firewall services
• Install/Uninstall
• Troubleshoot related issues
• Open/Close ports
• Block/Unblock IPs

SSHD

• Troubleshoot and repair
• Reinstall
• Upgrade/Update
• Make security-related changes to sshd_conf

Yum

• Troubleshoot and repair
• Update
• Configure basic repositories

Perl

• Update Perl libraries
• Reinstall

GCC

• Update

Xinetd

• Restore default xinetd service configurations to default settings
• Troubleshoot issues with xinetd

Hostname

• Set server hostname
• Create entries for server hostname in dns zones/hosts file
• Change server hostname

IP Assignment

• Add/remove purchased/cancelled IPs from server
• Troubleshoot IP routing issues with installed IPs

Timezone

• Set/Change server timezone