Knowledge Essentials - 3Essentials Hosting

Managed Server and Shared Hosting Support Guide

Article ID: 2363

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3essentials goal is to provide high quality support in a timely manner.  We know it can be frustrating waiting for something to get fixed.  We never want to say it's not our problem, we always want to help where we can. As such, some of our support services are paid support, so that we can maintain quality staff.
Shared Hosting Plans are priced with the intention of Customers using Plesk or cPanel to self serve themselves for common tasks.  We take great pride in offering Support Services that assist our customers in a timely manner.  As such, some support requests fall inside the scope of paid support.  We have made a list of the most common issues and categorized them here so our customers understand what types of support requests are included at no charge and which ones will incur support fees.
We take great pride in our support staff.  We have many hours invested in recruiting, training and retaining high quality support representatives so that our customers do not have to have their own in house support staff that is capable of running production hosting technologies.
Support that is included with your plan at no extra charge is outlined below.
  • Plesk or cPanel Operational.  If your control panel is not working, support will troubleshoot the issue at no charge.
  • FTP Configuration.  Support will direct you to the correct Knowledbase articles on configuring FTP.
  • Outlook / Thunderbird.  Support will direct you to the correct Knowledbase articles on configuring email client.
  • Login failures for Plesk, cPanel, Email clients, FTP Clients, Secure DB Tunnel.
  • Enabling Failed Trace Request.  This can be enabled, and the logs placed in your hosting space for you to review.
Support that will incur Support fees.
  • Our Support fees are $20 per quarter hour (15 minutes)
  • Website loading errors:
    • Investigating Website errors.  If during our investigation we find that a web server setting was needed to be applied that cannot be applied from Plesk / cPanel, then no fees will be charged.
    • Server 500, PHP CGI Headers not found, Server 400.x, 404, 403
    • Making Permissions changes in Plesk.  Customers have access to perform this function
    • Application Pool Recycles.  This can be done in Plesk.
    • Point in time database backups and restores. This can be doing through the Control Panel.
    • Point in time Website files backup and restores. This can be doing through the Control Panel or through FTP.
    • Content Management System (CMS) Installation, Upgrades and Database issues (Full DB). CMS include DNN, Wordpress, and others
    • Investigating DNN Errors.  DNN Errors can be reviewed by looking at the DNN Logs found in your hosting directory or in the DNN event viewer.
    • Reviewing website.config changes.  Enabling errors to the browser can be done in the web.config
    • Reviewing Site Hacking issues.


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