Scope of Support – Cloud Sites
Our Support team is dedicated to helping your business 24/7/365. If you have Cloud Sites-based website plan with us, we are happy to help you with the following:
- Backups / Restorations
- Assistance with setting up backups or running a restoration from our Cloud Sites Backup product.
- CMS Installation and Configuration
- Installation of the CMS options available through the Cloud Sites Control Panel.
- Basic configuration consultation. 1
- Replacement of broken WordPress configuration files with a clean official version.
- Plugin conflicts 1
- We will review potential conflicts between the Cloud Sites platform and any plugin. Not all conflicts may be resolved, but we will attempt to provide a solution or workaround. 2
- Cloud Sites Control Panel
- Configuring and troubleshooting the Cloud Sites Control Panel.
- Disk Cleanup
- Identifying target files for removal or trimming, if there is an emergency. 1
- Security
- Basic security best practices consultation provided. 1
- Assistance with:
- Ordering and installing SSLs.
- Troubleshooting key server services
- If reported, we will investigate potential issues with Liquid Web provided versions of key services. If there are issues, we will attempt to provide a solution or workaround. 2
- Supported services:
- Linux
- Apache
- MySQL/MariaDB
- PHP
- FTP
- Log analysis and conflict diagnosis. 1
- We will assist with log analysis and can consult on potential solutions, if conflicts are detected. 2
- Monitoring of key platform services
- Includes monitoring for services like HTTP, DNS, MariaDB / MySQL.
- Domain Registration and Transfers into Liquid Web.
Outside Scope
We are not able to provide assistance with:
- Creating, modifying, designing or developing:
- code, or applications (apps).
- plugins, or themes.
- multimedia.
- web pages / sites, or templates.
- Query optimization, data modeling, or direct database changes beyond connectivity checks.
- For critical database issues we recommend that you contact a professional Database Administrator.or
- Performance tuning. (TTFB)
- Outbound PHP based mail.
- Migrations.
- Use FTP, or the built-in file manager tool, to upload your raw files straight onto the platform.
- Search Engine Optimization. (SEO)
- Third‑party software support.
- Non-standard vhost or reverse proxy configurations not managed via the Cloud Sites control panels.
- Accessing or troubleshooting services that are handled outside of Liquid Web. Examples include third party services including:
- DNS, or Domain, or Server hosting.
- Backup, CDN, or Security services.
Assistance with Unsupported Services
We have trusted specialists, partners, and agencies to assist with needs outside of our Scope of Support. For additional information on these providers please see our Partner Directory or contact our solutions team.
Platform Monitoring and Troubleshooting
24/7/365 assistance for hardware failures, network outages, and data center issues. Should you encounter any performance issues that might be linked to faulty hardware, we will investigate, troubleshoot and if needed replace any affected components. (Disk, memory, CPU, NIC.)
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 and attempt to resolve the issue.
Security
Liquid Web maintains the Cloud Sites infrastructure, ensuring it’s updated and patched.
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.