MANAGED SUPPORT COVERAGE

TvCloud4K is proud to offer Fully Managed services on all control panel (cPanel/WHM, Plesk, DirectAdmin) based VPSs and managed dedicated servers. By leveraging our years of experience you will now be able to sit back and enjoy powerful Hosting with ease.

Support Availability

Email/ticket support service is available 24 hours per day, 7 day days a week, 365 days per year. To submit or review your support tickets please visit our support portal at https://support.TvCloud4K.com, please use your billing email address and password to login.

Unmanaged Services

TvCloud4K sells a variety of unmanaged platforms including but not limited to unmanaged kvm cloud, vps, or dedicated products with or without a control panel and unmanaged services sold without cPanel or WHM. By definition these services are considered unmanaged. Any dedicated server sold without a management add-on package is also considered unmanaged. TvCloud4K provides the following basic levels of support for any service deemed unmanaged.

Physical hardware management and replacement;
Network availability;
Support Requests not covered by our Unmanaged Services will be billed at an hourly rate of not less than $75 per hour;
Any dedicated server that was formerly managed must be completely reinstalled to add management services or be subject to a $250 re certification fee at TvCloud4K’s discretion.
Any VPS purchased as unmanaged will be unable to be converted to managed without a full reinstall, or the purchase of a new VPS package.
Systems deployed with basic operating system only. All software license installs including control panel installs are the responsibility of the customer.

Support Coverage for Managed Services

TvCloud4K provides managed support for all system aspects listed below:

Physical hardware management, monitoring and replacement;
Network availability;
Free installation of the cPanel, Plesk or DirectAdmin control panel is done during VPS provisioning;
Free control panel and OS optimization is done during provisioning. General optimization is suitable in 99% of use cases;
Free initial security hardening;
Free initial accounts migration from remote system with the same control panel, paid migration services also offered;
Management of all aspects of the operating system, assistance and troubleshooting of any problems related to operating system and standard control panel components;
Best-effort support for 3rd party applications that do not impact the operability of the underlying control panel or operating system. Remote desktop environments are not supported.

Control panel support explained

cPanel/WHM

Upgrade/reinstall exim MTA
Upgrade/reinstall Courier or Dovecot POP3 and IMAP service
Support for maildir or mbox mail formats
Install/upgrade/reinstall/uninstall SpamAssassin
Install/upgrade/reinstall/uninstall ClamAV antivirus
Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
Troubleshoot standard Horde/IMP and Squirrelmail webmail clients
ASSP and ASSP Deluxe are not supported. Customer may install these products but will need to obtain support direct from the vendor.

Web service

Apache web server recompilation
LiteSpeed installation and configuration
OpenLiteSpeed is not supported at this time
LSCache or LiteMage setup and configuration
PHP upgrade or recompilation with additional options/modules directly supported by cPanel’s EA3 or EA4 Script
MultiPHP supplied by cPanel’s EA4
PHP configuration modification
Troubleshoot and repair Apache/LiteSpeed/PHP installation and/or configuration (note: custom Apache configuration or modules outside of EA4 are not supported)
Varnish support limited to Unixy Varnish only
Nginx support is extremely limited on cPanel, results not guaranteed. If an alternate to apache is required we recommend LiteSpeed
Tomcat installations are not supported at this time by cPanel
NodeJS may be installed but is not currently supported
Django is not supported at this time

MySQL / MariaDB

Upgrade MySQL or MariaDB version
Repair MySQL / MariaDB installation
Repair/optimize MySQL / MariaDB databases
Troubleshoot MySQL / MariaDB startup or connectivity issues
Downgrades of MySQL / MariaDB are not supported

PostgreSQL

Upgrade PostgreSQL as defined in cPanel Documentation
Troubleshoot PostgreSQL startup or connectivity issues
Downgrades of PostgreSQL are not supported

Nameserver

Repair/reinstall named
Named configuration troubleshooting
Repair/reinstall PowerDNS. Note; PowerDNS does not support DNS clustering

FTP service

Upgrade/reinstall proftpd server
Switch between pure-ftpd and proftpd
FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

Add-on Licenses

Repair/install Softaculous
Basic WHMCS troubleshooting; Advanced issues handled directly by WHMCS
Basic Blesta troubleshooting; Advanced issues handled directly by Blesta

Dedicated Servers with cPanel

Install/repair KernelCare
Install and basic configuration of CloudLinux
Configuration of Remote backup location if purchased

Plesk

Plesk service

Initial installation
Initial service optimization
Version upgrade (note: downgrade is not supported)
Repair
Licensing

Mail services

Reinstall/troubleshoot qmail or postfix MTA
Reinstall/troubleshoot courier-imap POP3 and IMAP service
Install/upgrade/reinstall/uninstall SpamAssassin
Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
Troubleshoot standard Horde/IMP webmail client

Web service

PHP configuration modification
Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)

MySQL

Upgrade MySQL version (note: applicable only to versions officially distributed by CentOS/CentOS Plus)
Repair MySQL installation
Repair/optimize MySQL databases
Troubleshoot MySQL startup or connectivity issues

Nameserver

Repair/reinstall named
Named configuration troubleshooting

FTP service

Repair/reinstall proftpd
FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

DirectAdmin

DirectAdmin control panel service

Initial installation
Initial service optimization
Version upgrade (note: downgrade is not supported)
Repair
Licensing

Mail services

Reinstall/troubleshoot exim MTA
Reinstall/troubleshoot POP3 and IMAP service
Install/upgrade/reinstall/uninstall SpamAssassin
Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
Troubleshoot standard Uebimiau and Squirrelmail webmail clients

Web service

Apache web server recompilation
PHP upgrade or recompilation with additional options/modules directly supported by DirectAdmin’s customapache script
PHP configuration modification
Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)
OpenLiteSpeed is not supported at this time.

MySQL

Upgrade MySQL version
Repair MySQL installation
Repair/optimize MySQL databases
Troubleshoot MySQL startup or connectivity issues

Nameserver

Repair/reinstall named
Named configuration troubleshooting

FTP service

Repair/reinstall proftpd
FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

If you have any questions about our support coverage, just send an email to contact@TvCloud4K.com or login to the Client Portal and submit a ticket to our support department