Scope of Support – Linux

Our Support team is dedicated to helping your business 24/7/365. If you have a Linux-based server with us, we are happy to help you with the following:

Managed Hosting

• 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 configuration consultation. ¹
  • Replacement of broken WordPress configuration files with a clean official version.
    • For other CMS vendors, we will attempt to provide a clean version, links to documentation, or a referral to a Partner.
      
• 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
    
• 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
      
• Security
  • Basic security best practices consultation provided. ¹
  • Assistance with:
    • Ordering and installing SSLs.
    • Configuring TLS.
      
• 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
    • SMTP
    • FTP
    • SSH
      
• Monitoring of key server services ³
  • Includes monitoring for services like HTTP, DNS, Mail, MariaDB / MySQL, SSH , in addition to your control panel (e.g., cPanel, Interworx, Plesk).

Other technologies supported include:

• Domain Registration and Transfers into Liquid Web.
• WordPress (core installation)
• Liquid Web provided:
  • Load balancers
  • Firewalls
  • Litespeed installations.

Self Managed Hosting

• Backups / Restorations
  • Backups and Restorations are preformed by you through one of the following methods:
    • Manually through the command line.
    • Via the options in our portal.
    • Via a Control Panel. ⁴
      
• CMS Installation and Configuration
  • Common CMS options are available for you to install through Softaculous via a Control Panel. ⁴
    
• Server Modules
  • Common Server modules available for installation via our provided RPMs.
    
• Monitoring of key server services ³
  • Limited to basic checks (Ping and SSH) with no remediation.

Outside Scope

We are not able to provide assistance with:

• Creating, configuring, 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.
    
• Performance tuning. (TTFB, or caching beyond Liquid Web provided options)
  
• Migration of custom code or troubleshooting of OS‑level build failures.
  
• Search Engine Optimization. (SEO)
  
• Non Liquid Web provided installations of:
  • Control Panels.
  • Core server software. (Linux, Apache, MySQL, etc)
    
• Third‑party software support (external control panels, custom Docker containers).
  
• Non-standard vhost or reverse proxy configurations not managed via Liquid Web 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.

Hardware 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, replacing any affected components. (Storage, 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 offers Malware remediation assistance as an additional service for fully managed servers.

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.
³ More information about service monitoring found in our: Scope of Monitoring.
⁴ Control Panels (InterWorx, WHM / cPanel, or Plesk) available at an additional cost.