Liquid Web works hard to provide the very best support available in the business, but how much support do you need? Liquid Web gives you the power to decide through our different Management and Support options.

Self managed servers

If you simply need really good hardware hosted on a reliable network, our self managed options maximize the value of your hosting package by minimizing support-related expenses. With different Operating System, and Control Panel options to choose from, Self Managed servers are best for those with advanced technical skills or teams looking to reduce overhead. Liquid Web provides the power and network connectivity, as well as excellent infrastructure and reliability, leaving ongoing management, maintenance, and support of the system up to you.

What level of support can I expect for a self managed server?

Even with a self managed server, you’re not entirely on your own.

Control Panels
- A control panel simplifies running a self-managed server. Automatically backup, update and patch your server through the control panel.
Faulty Hardware
- Should you encounter any performance issues that might be linked to faulty hardware, we can help investigate and replace the affected components.
Networking
- If you face network connectivity problems, our network technicians can work to troubleshoot and resolve these issues.
Self-Help Documentation
- Written by our technicians, our Help Docs can help you get started with your new server.
Power
- With backups and levels of redundancy built in, you can rest assured knowing your system will receive a clean steady supply of power.

Fully managed servers

Our fully managed servers use a control panel (cPanel, Plesk, or Interworx) to make your web hosting tasks as simple, and automated as possible. When you configure the system correctly and maintain the necessary conditions, it can automatically manage backups, updates, and patches—greatly reducing the effort required to manage your server. While you are still responsible for uploading your own content and managing any third-party software, our team is available 24/7 to help you with getting the most out of your server. We also provide a team dedicated to addressing service alerts for fully managed servers with monitoring services enabled.

What level of support can I expect for a fully managed server?

With fully managed servers, you get full access to our expert support team via email or chats. In addition to guiding you through our Help Docs to find the right solution, we can assist with:

Backups / Restorations
- Assistance with setting up backups or running a restoration from our supported products:
  - Panel-provided backups, Cloud Backups, Acronis Backups, or Server Images.
CMS Installation and Configuration
- Installation of the CMS options available through Softaculous.
- Basic consultation on installation and configuration options. ¹
Control Panels
- Configuring and troubleshooting the installed Liquid Web provided Control Panel. ²
  - cPanel, Plesk, or Interworx installations.
Disk Cleanup
- Identifying target files for removal or trimming, if there is an emergency. ¹
  - For larger efforts, we recommend reviewing our guide: Troubleshoot disk space issues.
Email
- Assistance with the panel-provided Webmail. ²
Hardware Monitoring and Troubleshooting
- Should you encounter any performance issues that might be linked to faulty hardware, we can help investigate and replace the affected components.
Installation of Server Modules
- Assistance with the installation of Server Modules through a Liquid Web provided control panel.
  - We do not guarantee compatibility with panel-provided software and custom, or unsupported RPMs.
  - If there are conflicts, Liquid Web will attempt to provide a solution or workaround. ²
Network connectivity
- If you face network connectivity problems, we will attempt to identify if the problem is with the Liquid Web network. If confirmed, our network Technicians will troubleshoot to resolve the issue.
Security
- Anti Spam and Anti Virus protection included through a Liquid Web provided control panel.
- Assistance with:
  - Ordering and installing SSLs.
  - Configuring TLS.
- Basic consultation on security best practices. ¹
- DDOS protection.
  - Mitigation of volumetric attacks up to 2Gbps included. More protection available as an addon.
  - Layer 4 (Transport Layer) Protection. Layer 7 (Application) Protection also available as an addon.
Troubleshooting key server services
- We will investigate potential issues with Liquid Web provided key services (Apache, MySQL/MariaDB, SMTP, FTP, ping) If there are issues, we will attempt to provide a solution or workaround. If the problem is downstream, we will engage our vendors.

What doesn’t fully managed server support cover?

Server management does not cover:

The installation and configuration of third-party software, beyond what is included in the server’s control panel.
Developer related tasks, or website administration. This includes:
- Customizing .htaccess or cron jobs.
- Adding, removing, or modifying web pages, code, plugins, or themes.
- Code, database, or website performance optimization. (Site speed, TTFB, etc.)
Extensive server tuning.
- While we are able to provide some basic tuning consultation, that service is provided ‘as is’ without any warranties or guarantees, express or implied, including but not limited to performance, reliability, for any particular purpose.

How can I get extra help for my self managed server or with third party software?

Liquid Web maintains strong relationships with a number of partners that can assist with your server when the problem lies outside of our scope of support. Visit our Partner Directory to find the right experts to help with your development or troubleshooting needs.

¹ Service provided ‘as is’ without any warranties or guarantees, express or implied.
² Please be aware that while we investigate all reported issues, a resolution isn’t always possible. If the problem is downstream, we will engage our vendors.

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