Support Availability #
Email/ticket support service is available 24 hours per day, 7 day days a week, 365 days per year. To submit or review your support tickets please visit our support portal at https://support.knownhost.com, please use your billing email address and password to login.
Unmanaged Services #
KnownHost sells a variety of unmanaged platforms including but not limited to unmanaged kvm cloud, vps, or dedicated products with or without a control panel and unmanaged services sold without cPanel or WHM. By definition these services are considered unmanaged. Any dedicated server sold without a management add-on package is also considered unmanaged. KnownHost provides the following basic levels of support for any service deemed unmanaged.
- Physical hardware management and replacement;
- Network availability;
- Support Requests not covered by our Unmanaged Services will be billed at an hourly rate of not less than $75 per hour;
- Any dedicated server that was formerly managed must be completely reinstalled to add management services or be subject to a $250 re certification fee at KnownHost's discretion.
- Any VPS purchased as unmanaged will be unable to be converted to managed without a full reinstall, or the purchase of a new VPS package.
- Systems deployed with basic operating system only. All software license installs including control panel installs are the responsibility of the customer.
Support Coverage for Managed Services #
KnownHost provides managed support for all system aspects listed below:
- Physical hardware management, monitoring and replacement;
- Network availability;
- Free installation of the cPanel, Plesk or DirectAdmin control panel is done during VPS provisioning;
- Free control panel and OS optimization is done during provisioning. General optimization is suitable in 99% of use cases;
- Free initial security hardening;
- Free initial accounts migration from remote system with the same control panel, paid migration services also offered;
- Management of all aspects of the operating system, assistance and troubleshooting of any problems related to operating system and standard control panel components;
- Best-effort support for 3rd party applications that do not impact the operability of the underlying control panel or operating system. Remote desktop environments are not supported.
Control panel support explained #
cPanel/WHM
cPanel/WHM #
- Upgrade/reinstall exim MTA
- Upgrade/reinstall Courier or Dovecot POP3 and IMAP service
- Support for maildir or mbox mail formats
- Install/upgrade/reinstall/uninstall SpamAssassin
- Install/upgrade/reinstall/uninstall ClamAV antivirus
- Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
- Troubleshoot standard Horde/IMP and Squirrelmail webmail clients
- ASSP and ASSP Deluxe are not supported. Customer may install these products but will need to obtain support direct from the vendor.
Web service #
- Apache web server recompilation
- LiteSpeed installation and configuration
- OpenLiteSpeed is not supported at this time
- LSCache or LiteMage setup and configuration
- PHP upgrade or recompilation with additional options/modules directly supported by cPanel's EA3 or EA4 Script
- MultiPHP supplied by cPanel's EA4
- PHP configuration modification
- Troubleshoot and repair Apache/LiteSpeed/PHP installation and/or configuration (note: custom Apache configuration or modules outside of EA4 are not supported)
- Varnish support limited to Unixy Varnish only
- Nginx support is extremely limited on cPanel, results not guaranteed. If an alternate to apache is required we recommend LiteSpeed
- Tomcat installations are not supported at this time by cPanel
- NodeJS may be installed but is not currently supported
- Django is not supported at this time
MySQL / MariaDB #
- Upgrade MySQL or MariaDB version
- Repair MySQL / MariaDB installation
- Repair/optimize MySQL / MariaDB databases
- Troubleshoot MySQL / MariaDB startup or connectivity issues
- Downgrades of MySQL / MariaDB are not supported
PostgreSQL #
- Upgrade PostgreSQL as defined in cPanel Documentation
- Troubleshoot PostgreSQL startup or connectivity issues
- Downgrades of PostgreSQL are not supported
Nameserver #
- Repair/reinstall named
- Named configuration troubleshooting
- Repair/reinstall PowerDNS. Note; PowerDNS does not support DNS clustering
FTP service #
- Upgrade/reinstall proftpd server
- Switch between pure-ftpd and proftpd
- FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)
Add-on Licenses #
- Repair/install Softaculous
- Basic WHMCS troubleshooting; Advanced issues handled directly by WHMCS
- Basic Blesta troubleshooting; Advanced issues handled directly by Blesta
Dedicated Servers with cPanel #
- Install/repair KernelCare
- Install and basic configuration of CloudLinux
- Configuration of Remote backup location if purchased
Plesk
Plesk service #
- Initial installation
- Initial service optimization
- Version upgrade (note: downgrade is not supported)
- Repair
- Licensing
Mail services #
- Reinstall/troubleshoot qmail or postfix MTA
- Reinstall/troubleshoot courier-imap POP3 and IMAP service
- Install/upgrade/reinstall/uninstall SpamAssassin
- Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
- Troubleshoot standard Horde/IMP webmail client
Web service #
- PHP configuration modification
- Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)
MySQL #
- Upgrade MySQL version (note: applicable only to versions officially distributed by CentOS/CentOS Plus)
- Repair MySQL installation
- Repair/optimize MySQL databases
- Troubleshoot MySQL startup or connectivity issues
Nameserver #
- Repair/reinstall named
- Named configuration troubleshooting
FTP service #
- Repair/reinstall proftpd
- FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)
DirectAdmin
DirectAdmin control panel service #
- Initial installation
- Initial service optimization
- Version upgrade (note: downgrade is not supported)
- Repair
- Licensing
Mail services #
- Reinstall/troubleshoot exim MTA
- Reinstall/troubleshoot POP3 and IMAP service
- Install/upgrade/reinstall/uninstall SpamAssassin
- Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
- Troubleshoot standard Uebimiau and Squirrelmail webmail clients
Web service #
- Apache web server recompilation
- PHP upgrade or recompilation with additional options/modules directly supported by DirectAdmin's customapache script
- PHP configuration modification
- Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)
- OpenLiteSpeed is not supported at this time.
MySQL #
- Upgrade MySQL version
- Repair MySQL installation
- Repair/optimize MySQL databases
- Troubleshoot MySQL startup or connectivity issues
Nameserver #
- Repair/reinstall named
- Named configuration troubleshooting
FTP service #
- Repair/reinstall proftpd
- FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)
If you have any questions about our support coverage, just send an email to support@knownhost.com or login to the Client Portal and submit a ticket to our support department
