General hosting support documentation
The Nexcess support team maintains deep expertise on our products, platform, features, and the applications we serve. We offer around-the-clock helpful hosting support.
This article covers what Nexcess customers can expect from our technical support staff in terms of general web hosting support.
What to expect from Nexcess support
Available 24/7/365
Reach our support team around the clock by phone, live chat, and ticket.
Ticketing system
We work through hosting support ticket-based requests in the order we receive them.
Phone and chat support
For urgent hosting support requests, we recommend calling or chatting our experts.
Responsive and helpful
We do more than solve problems, we explain them in words you can understand.
Application expertise
We have dedicated teams for WordPress, WooCommerce, and Magento hosting support.
Already on it
We stay on top of latest application releases, optimizations, and security practices.
Standard hosting support responsibilities
For all Nexcess hosting products, our support team is here to make your life easier. If you have an issue related to any of the following, it is likely an in-scope request.
Nexcess core hosting support responsibilities include:
- Hardware, platform, and infrastructure availability
- Hardware and infrastructure updates
- Monitoring network and hardware performance
- Platform care and feeding, including technology lifecycle management
- Platform and hardware security and maintenance
- Nexcess CDN configurations or issues
- Issues created when adding plans, sites, or domains
- Maintaining platform features, such as staging, development sites, PHP version changes, and SSL installations
Where support meets you halfway
For all Nexcess products, we can collaborate with you and your developer on a number of issues, such as:
- Log analysis and conflict diagnosis
- Reviewing third-party plugin, module, or theme conflicts
- Website security issues
- Migrating your website to Nexcess hosting
- Collaborative guidance for developers
What is outside of the scope of support?
For all Nexcess products, we can’t help with modifying or developing site code. This is to protect your privacy and the integrity of your work.
Out-of-scope requests include:
- Modifying the look, content, or operations of your application
- Resolving issues stemming from third-party configurations or code
- Examining code or revising code
- Development workflow and deployment pipeline (version control)
- Search Engine Optimization (SEO)
- Website and application monitoring
Chat with an expert
Chat with our team of experienced professionals to assess your individual needs and provide the best support possible for the best results:
- Review our web hosting products.
- Chat with an expert.
- Read about hosting support that goes beyond just our managed applications.
General Nexcess support resources
Refer to the following general support resources:
- Hosting support FAQ
- Enterprise hosting support FAQ
- How to use the Nexcess support ticketing system
- How to send secure data to Nexcess support
Other support areas and related documentation
You can also refer to the following related support documentation by area:
- Enterprise server cluster support documentation
- Managed application support documentation
- Single Secure Isolated Platform (SIP) server documentation and support
Navigating Nexcess product documentation
To enable easy adoption and efficient use, Nexcess is transparent about our portfolio of web hosting products and services. We encourage our clients to delve into our product details as needed. We focus on empowering our customers with knowledge transfer, so that they can administer their Nexcess hosting plans with great success — no matter the size of the websites involved.
We have managed hosting for the industry’s top content and commerce platforms.
Using the links below, you will find detailed documentation that covers all facets of using and optimizing our products and services:
Nexcess is committed to delivering the highest quality technology and performance to our customers. As we continue to explore new avenues of growth and development, product documentation may change.