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 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