Support Coverage

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Support Coverage

YourSmartHost provides you fully managed services on all control panels (cPanel/WHM, Plesk, DirectAdmin) based VPSs and managed dedicated servers. You can count on our experience to get the best hosting services.

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 log in to your account and visit the helpdesk system.

Support Coverage for Managed Services

YourSmartHost 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 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 email support@yoursmarthost.com or submit a ticket on our helpdesk system.