Support Coverage

Cheapweb.host offers shared webhosting, Semi Dedicated hosting & Self-Managed KVM VPS hosting solutions that is designed for novices to web hosting professionals, seasoned server administrators and experienced web masters. In general we offer services to people who are familiar with cPanel & the Linux operating system, Linux tools and services and their configuration. We offer wide variety of tools that allows you to stay in complete control with your service. From creating email accounts, Addons domains and many other cPanel features to controlling a VPS server, I.e. starting from tasks like VPS reboot and OS re-installation to serial console which could be used to troubleshoot things like mis-configured network parameters or broken ssh configuration.

WEB hosting

While you are responsible for content of your own web hosting account, our team of technical support professionals is working 24/7/365 non-stop behind the scenes to make sure that all our physical hardware and network is and up running and is performing optimally.

What is covered by Cheap Web hosting and Semi Dedicated Hosting support

• Problems with network access. Please feel free to open a ticket with us if you are absolutely unable to reach your website and your website cPanel control panel. Please me sure you have logged into the members portal prior to creating a ticket, to make sure that you were not blocked by our security system in place. Once logged your can use the "Unblock us" feature. Also please make sure to check your account status in your billing portal to make sure it is up and running. Ensure your account is up to date, As this is a prepaid service and we cannot help if your account is terminated due to being late/overdue 7 days, or suspended for TOS/AUP violations
• Problems with the physical hardware. We do monitor all our physical hardware and network from using remote monitoring services. So, in the event of hardware failure we'll know about it right away and will immediately start working on the problem. Please check our "Network and Hardware status" section on our members portal to see status of the current issue. If you suspect that there is a hardware related issue and you don't see any status notification on our members portal please create a ticket with our support team so we can verify status of the physical server where your hosting service is located.
• Problems with the cPanel control panel: Please let us know if you can't configure, understand what each setting does, as some of these settings may affect your websites performance, we'll be happy to investigate possible questions or issues you may have a with our default settings.
• Problems with Email/Spam filtering software: We have custom software and filters in place to safe guard our customers and protect our IP reputation and maintain our mail servers from being blacklisted. If your not receiving certain emails or getting any type of spam then make sure you check your daily spam logs from our email server and then contact support for assistance.
• Backups: If you need access to the backups,or need a file/account restored please contact support as this will require our help to start a full restore session or file access.
• Remote access to services: If you need access to MySQL please contact support as this will be require permission from us and a static address for remote MySQL access.

Basically we support all hosting features Pretty much everything else is within direct control of the account owner and as such is not supported by us.

What is not covered by Cheap Web hosting and Semi Dedicated Hosting support

Only the above listed items are covered. Everything else including but not limited to the following items is not covered:

• Software (web applications, CMS, forums etc) configuration/settings inside your website or database
• Problems with website related applications like CMSs, forums, blogs, etc.
• Programming issues. We do not provide coding support regardless of the programming language used in your applications/services.
• We do not offer end-user support for your clients.
• We do not allow unapproved monitoring of your website.

List of the items above is provided as an example of what we do not offer, it is not complete and could be updated at any time. Generally speaking we do not provide support for anything and everything except what is listed in the "what is covered" section.

KVM VPS

While you are responsible for management of your own VPS our team of seasoned professionals is working 24/7/365 non-stop behind the scenes to make sure that all our physical hardware and network is and up running and is performing in the most optimal way.

What is covered by Cheapweb.host VPS KVM support

• Problems with network access. Please feel free to open a ticket with us if you are absolutely unable to reach your VPS and your VPS control center. Prior to ticket creation please make sure to check VPS status in your billing portal to make sure it is up and running. We cannot help if your VPS is overdue or suspended for TOS/AUP violation
• Problems with the physical hardware. We do monitor all our physical hardware and network from using remote monitoring services. So, in the event of hardware failure we'll know about it right away and will immediately start working on the problem. Please check "Network and Hardware status" section on our members portal to see status of the current issue. If you suspect that there is a hardware related issue and you don't see any status notification on our members portal please create a ticket with our support team so we can verify status of the physical server where your VPS is located.
• Problems with the VPS control panel - please let us know if you can't reboot, reinstall, stop/start your VPS through the VPS control section. We'll be happy to investigate possible issue to make sure this functionality works well for you and our other customers.
• Problems with OS templates we provide. We spent hundreds of hours building and testing our OS templates to make sure they can be deployed with no problems. In the event if we missed something and you've experienced general problems with our OS templates please open a support ticket and provide details about the errors and or possible lack of or excessive functionality you found in the OS of your choice.

Pretty much everything else is within direct control of the VPS owner and as such is not supported by us.

What is not covered by Cheapweb.host VPS KVM support

Only the above listed items are covered. Everything else including but not limited to the following items is not covered:

• Software (web server, DNS servers, FTP servers, Mail servers, etc) configuration inside your VPS.
• Availability and Stability of the software packages you have installed that is running inside your VPS. I.e. if your web server isn't loading due to configuration issues or file permission set incorrectly, etc this would be something for you to correct.
• Problems with a user account is locked out, such as inability to login due to wrong passwords, or an incorrect service that is configured, etc.
• Problems with a content managed system (like Drupal or Wordpress) or a similar web applications like forums, blogs, etc.
• Programming issues: We do not provide coding support regardless of the programming language used in your applications/services.
• We do not offer end-user support for your clients.
• We do not offer monitoring of your VPS and/or any services that you might have running inside your VPS. unless you have a upgrade package already

The list of the items above is provided as an example of what we offer and do not offer, it is not complete and could be updated at any time. Generally speaking we do not provide support for anything and everything except what is listed in the "what is covered" section.

If you have any questions regarding our support coverage, or our services in general please open a support ticket or send us an email.