Scope of Support for Server Products

Our goal is to ensure the reliable operation of your server, as well as provide assistance with all IONOS interfaces, products, and related questions.

For all 1&1 IONOS Server products, we support the IONOS user interfaces, the server hardware, the IONOS network, and any software included with base installations.

Please contact support to request assistance. You can reach us at +44 (0) 333 336 5327. The representative will determine the feasibility of your request and provide a cost estimate for services outside the scope of support (if applicable).

Servers with Root or Administrator Access

Services Included with Your Personal Consultant Paid Administrative Services
IONOS User interfaces  
IONOS Account-related concerns  
Instructions for server and project provisioning  
Programming or scripting  
Domain administration  
Accessing your server  
Additional software installation, configuration, or troubleshooting  
Email routing & accounts for IONOS in-house solutions  
Email configuration for external solutions beyond providing setup guides  
External firewall rules  
Other tasks which fall under the responsibility of a server administrator, web developer, software engineer, web designer, etc.  
Server monitoring  
Load balancers  
Block storage  
IP addresses  
Advanced networking  
SSL certificates for IONOS in-house solutions  
SSL configuration for external solutions beyond providing setup guides  
VPN and private networks  
Server backup options  
Plesk first-level support and bug escalations  
Advanced Plesk support  
Replacement of defective hardware as needed  
Installation of frameworks, utilities, or content management systems  
Guidance in regards to switching packages or adding additional features  

Managed Servers

Service Included with Your Personal Consultant Paid Administrative Services
IONOS user interfaces  
IONOS account-related concerns  
Domain administration  
Programming or scripting  
Installation of frameworks, utilities, or content management systems  
Accessing your server  
Custom server configuration  
Additional software installation, configuration or troubleshooting  
Other tasks which fall under the responsibility of a server administrator, web developer, software engineer, web designer, etc.  
Email routing & accounts for IONOS in-house solutions  
SSL certificates for IONOS in-house solutions  
Replacement of defective hardware as needed  
Guidance in regards to switching packages or adding additional features  
Database options and access  
Data recovery (excluding Managed Cloud Servers)  

Paid Administrative Services

Paid administrative services go beyond the scope of regular support. Typical tasks include (but are not limited to):

  • Firewall configuration
  • Installing and updating operating systems
  • Server migration
  • Security settings

You can reach us at +44 (0) 333 336 5327. The representative will determine the feasibility of your request and provide a quote (if applicable).

We base the decision to accommodate a request that is outside the scope of regular support on:

  • The issue's complexity
  • The urgency of the task
  • The availability of qualified support staff