Support coverage
KnownHost provides fully managed support across all hosting platforms. The level of coverage depends on your service type. Find your service type below to see exactly what's included.
Managed VPS & Dedicated
Managed VPS & Dedicated servers
Full system-level management covering base OS, control panel, services, security, and more. Our team handles the entire stack so you can focus on your sites and applications.
| Service | Coverage |
|---|---|
| Physical hardware management & replacement | Included |
| Network availability & monitoring | Included |
| Control panel install & optimization at provisioning | Included |
| OS management & troubleshooting | Included |
| Initial security hardening | Included |
| Initial account migration (same control panel, remote system) | Included |
| Standard control panel component support | Included |
| Remote backup location setup | Included |
| 3rd party applications and custom configurations | Best effort |
| Remote desktop environments | Not supported |
| Area | What's included |
|---|---|
| Mail (Exim, Dovecot) | Upgrade/reinstall, delivery troubleshooting, SpamAssassin, ClamAV, Horde/Squirrelmail |
| Web (Apache / LiteSpeed) | Apache recompilation, LiteSpeed install & config, LSCache/LiteMage, PHP via EA3/EA4, MultiPHP |
| MySQL / MariaDB | Upgrade, repair, optimize, connectivity troubleshooting |
| PostgreSQL | Upgrade (per cPanel docs), connectivity troubleshooting |
| DNS / Nameserver | Repair/reinstall named, PowerDNS repair/reinstall & clustering (within KnownHost network), config troubleshooting, creating custom nameservers, managing DNS zones and records |
| FTP (proftpd / pure-ftpd) | Upgrade, reinstall, switch between servers, config troubleshooting |
| Add-ons | Softaculous install/repair, basic WHMCS & Blesta troubleshooting |
| CloudLinux | Assist with various configurations and troubleshooting |
| Area | What's included |
|---|---|
| Plesk panel | Install, optimization, version upgrades, repair, licensing |
| Mail (qmail / postfix, courier-imap) | Reinstall, troubleshoot, SpamAssassin, Horde/IMP, delivery issues |
| Web (Apache / PHP / Litespeed) | PHP config modification, Apache/PHP troubleshooting & repair |
| MySQL | Upgrade, repair, optimize, connectivity troubleshooting |
| DNS / Nameserver | Repair/reinstall named, config troubleshooting |
| FTP (proftpd) | Repair/reinstall, config troubleshooting |
| Add-ons | Softaculous install/repair, basic WHMCS & Blesta troubleshooting |
| CloudLinux | Assist with various configurations and troubleshooting |
| Area | What's included |
|---|---|
| DirectAdmin panel | Install, optimization, version upgrades, repair, licensing |
| Mail (Exim, POP3/IMAP) | Reinstall, troubleshoot, SpamAssassin, webmail clients, delivery issues |
| Web (Apache / PHP) | Apache recompilation, PHP upgrade via customapache, PHP config, troubleshooting |
| MySQL | Upgrade, repair, optimize, connectivity troubleshooting |
| DNS / Nameserver | Repair/reinstall named, config troubleshooting |
| FTP (proftpd) | Repair/reinstall, config troubleshooting |
| CloudLinux | Assist with various configurations and troubleshooting |
Shared & Managed Hosting
Shared & managed hosting
We manage the entire server environment including hardware, OS, security, and platform. Your responsibilities are your account content, applications, and domain settings.
| Feature | Shared | Reseller | Semi-Dedicated | Managed WP |
|---|---|---|---|---|
| Server & hardware management | Yes | Yes | Yes | Yes |
| OS updates & security patching | Yes | Yes | Yes | Yes |
| Server-level backups | Yes | Yes | Yes | Yes |
| SSL certificate installation | Yes | Yes | Yes | Yes |
| DNS / nameserver troubleshooting | Yes | Yes | Yes | Yes |
| cPanel / control panel support | Yes | Yes | Yes | Yes |
| WHM / reseller tools support | N/A | Yes | Yes | N/A |
| Email service troubleshooting | Yes | Yes | Yes | Yes |
| Site / application troubleshooting | Best effort | Best effort | Best effort | Best effort |
| WordPress core updates | Customer | Customer | Customer | Yes |
| WordPress security monitoring | N/A | N/A | N/A | Yes |
| WordPress plugin/theme support | Best Effort | Best Effort | Best Effort | Best effort |
| What we handle | What we don't |
|---|---|
| Mail service uptime & delivery troubleshooting | 3rd party mail filtering products |
| SpamAssassin configuration | Custom delivery rules or ACLs |
| Webmail client issues (Roundcube, Horde) | Carrier or ISP level email restrictions |
| Spam, blacklist, and email deliverability investigation | High-volume and bulk sending configuration |
| Service | Coverage |
|---|---|
| WordPress core updates | Managed for you |
| WordPress security monitoring & patching | Included |
| WordPress performance optimization | Included |
| Plugin compatibility troubleshooting | Best effort |
| Theme customization / development | Not included |
| Content changes or updates | Not included |
Many configurations and integrations not listed may still be covered under best effort. Current customers can submit a ticket and we'll let you know what we can do. Not yet a customer? Talk to our Sales team and we'll help you find the right fit before you commit.
Best effort means we'll do our best to fulfill your request using the instructions you provide. For straightforward tasks we can usually move forward without much guidance, but for more complex or custom software installations we may reach out for specific instructions suited to your OS and control panel. Keep in mind that best effort is intended for tasks that can be completed in a reasonable amount of time. Anything more involved may be outside the scope or subject to professional services at an hour rate.
Unmanaged services
Unmanaged products (KVM Cloud, VPS without management, dedicated servers without a management add-on, or any server without cPanel/WHM) include hardware management and network availability only. Additional support is billed at $75/hr. Any server moving from unmanaged to managed requires a full reinstall or a $250 recertification fee at KnownHost's discretion.
Have questions about your coverage?
Our support team is available 24/7/365. Submit a ticket and we'll get you sorted.