Liquid Web Heroic Support

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Our Heroic Support technicians are located on-site at each of our data centers.
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Knowledge Base

Find answers to common questions at the click of a mouse. The Liquid Web Support Knowledge Base covers a number of support topics, beginning with Pre-Sales Questions.

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Our extensive collection of tutorials can show you how to configure your control panel, fix common problems, and answer frequently asked questions.

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08/12/14 Update
08/12/14 6:00PM (EDT)
At this time, our customers appear to have regained connectivity from all locations. If you see any additional issues, please do not hesitate to contact us via telephone, email or livechat. We have outlined a comprehensive recap of events at the following URL:

08/12/14 5:00PM (EDT)
Last night the global routing table exceeded 512,000 entries. This caused problems for many popular router models, including the Cisco routers that Liquid Web uses. The default memory allocation for the BGP table size is not large enough to hold the global table after surpassing the 512,000 entry mark. This caused many routers across the globe to experience issues, including the routers at Liquid Web. Unfortunately at this time we do not have an exact diagnosis of what has definitively caused this issue. We are still investigating and troubleshooting all possible solutions.

What are we currently doing to fix the issue?
We believe that allocating more memory to our core routers to handle the additional BGP routes will potentially remedy this situation on our network. We have begun the process to upgrade the memory allocation on our core routers. As a part of this memory upgrade, a reboot of some core routers is required and we are in the process of completing this. While performing these reboots we encountered a problem with a line card in Core 5 and we are currently working to repair this. We believe that this issue should be alleviated after successfully allocating more memory to the core routers and performing the reboot, however, there still may be problems with other providers outside of our network.

After increasing the capacity to all areas of the network in US Central Zone B, we have completed re-enabling backups in this area. For additional details pertaining to the updates in US Central Zone B, please check our Status page, located at the following URL:

Heroic Support® by Liquid Web

Fully managed support designed to enhance your web hosting experience.

Finding yourself tied to the tracks with unresolved issues and unanswered questions? It sounds like you need a hero...or a Heroic Support® team. While many of our competitors have customer support lines, they often lead to automated menus, only stay open during business hours, or will send you to a staffer unfamiliar with your account in a location miles away from your physical server.

Liquid Web knows that our customers take their web hosting seriously, and as such, expect quick, knowledgeable service from a team member that is familiar with their hosting needs and has immediate access to the physical location where their data is hosted. It is our personal mission to be available 24 hours a day, 7 days a week, 365 days a year to save the day quickly and thoroughly for our customers.

Some features unique to Liquid Web’s Heroic Support® team include:

  • – 24/7/365 access to level 3 engineers by phone or email
  • – state of the art infrastructure for complete reliability
  • – software hardening to protect the integrity of your server
  • – Sonar® proactive monitoring and service restoration
  • – complete user level tools for monitoring your servers's health
  • – 100% up-time SLAs

Three Levels of Heroic Support®

Fully Managed

  • » 24/7 Phone, E-Mail, and Chat Support
  • » Full Hardware & Software Management
  • » 100% Uptime Service Level Agreement
  • » Full Control Panel Support
  • » Best Effort 3rd Party Support

Core Managed

  • » 24/7 Phone, E-Mail, and Chat Support
  • » Full Hardware & Core Software Support
  • » 100% Uptime Service Level Agreement
  • » Security Enhancements

Self Managed

  • » 24/7 Phone, E-Mail, and Chat Support
  • » Full Hardware Support
  • » 100% Uptime Service Level Agreement

Expert Teams to Support You

Our staff of over 300 Heroic Support® technicians work around the clock to ensure you receive the best possible hosting experience available. We’ve assembled specialized teams of experts to support your hosting environment and infrastructure.

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