You need help, and we are here to provide it! It’s why we’re The Most Helpful Humans in Hosting (™). We offer world class support for our products and services. Like all businesses, we define our support to ensure all customers get the assistance they need at the price they can afford. We have several articles that can provide you with details on the Scope of Support we provide for each of our products. Find them here:
- Windows Scope of Support
- Linux Scope of Support
- Managed WordPress and Managed WooCommerce Scope of Support
- Cloud Sites Scope of Support
In addition, when time and resources permit, we also offer Beyond Scope Support to do what we reasonably can to help. Beyond Scope Support enables us to evaluate and attempt to solve problems not covered in our Scope of Support. With your permission, we will investigate, consult, and perform services on issues outside of our scope. We want to help, and we will do what we reasonably can to assist.
Where does Beyond Scope Support Start?
Beyond Scope Support starts when you identify an issue, bring it to our team, and it is determined to be outside the scope of our standard support. Reviewing the Scope of Support for your product can help you prepare. Our team will highlight what issues are within or beyond scope during any discussions on services requested. For complex requests, we will provide you with our plan of action for the next step. Typically, we will communicate this in a ticket and will need your approval before we take any action.
What Will It Cover?
Do you have a new plugin failing to install on your WordPress website? Are you curious about how Nginx can work like Apache? Do you want to use a new image editing software? Need to have DKIM added to your DNS record? Want help understanding why your Joomla, Magento, or other non-supported Content Management System (CMS) is giving errors? These are all examples of what Beyond Scope Support can help you with.
What We Want To Help With, But May Not Be Able To.
We would love to help with every aspect of your web hosting needs. However, it may not be viable with all the possible iterations of the software, hardware, plugins, CMS, etc. For example, our team cannot provide the unique work needed for code development or modifications, domain redirects, or CMS customizations. Another example is the configuration of third-party software. While we will attempt to install software with default settings, the actual utilization and configuration is your responsibility. We also cannot promise success with installing custom software as it may require resources beyond what we provide.
Developers are often recommended as they may have the necessary skill set to take your technology implementation to the next level. If you would like assistance finding a resource with the right skill set to assist with your development needs, don’t hesitate to reach out and let us know. We have a Partner Directory listing of companies who may be a perfect match for your needs. Beyond Scope Support efforts are not intended to nor should they be substituted for other products or services offered by Liquid Web.
We Will Always Try To Be Helpful.
Although we want to resolve your issue, we can’t guarantee success with Beyond Scope scenarios. Beyond Scope Support is not covered under our Service Level Agreements and does not ensure future support of the issue. If we determine we are unable to resolve the issue we will attempt to provide documentation to assist. We will always try to help by referring you to a developer or an external specialist. Finally, Beyond Scope Support issues may take longer to resolve, as we cannot give this priority above fully managed tasks.
As always, our team is here to help. Please contact us via phone, chat, or ticket at any time.
Linda is currently the Director of Support and Services in San Antonio, leading the 24/7 Managed Applications teams in the Liquid Web San Antonio Support Center. She has over 25 years of experience in Technology and has worked as a Team Leader, Account Manager and Technician with the Cloudsites product. She obtains three masters and the latest is a Masters of Science in Information Technology with a specialization in Cybersecurity (2017). She is a 20 year USAF Veteran and happy wife of over 30 years with two wonderful sons.
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