Online Support2017-12-27T12:18:13-05:00

Online Support

We offer a variety of support packages to cover all your needs

For questions related to web hosting and email, please refer to the searchable information guide below.

Ticketed Support

Request support using the 24/7 support ticket system located within your Web Hosting Control Panel. You may access your Control Panel by visiting http://www.yoursite.com/cp. Alternatively, you may log-in directly by visiting http://www2.suresupport.com.

24 Hours A Day Tech Support

Absolutely the best ticketing system ever created. Open online a tech support ticket via an easy to use form. Our techs view your ticket, and as soon as they fix the problem or answer your question, you will receive a notification by e-mail.

15 Minutes Response Guarantee

Is your previous host taking days to return your support requests? We reply to each support ticket within 15 minutes of its posting, and to each e-mail message within one hour… Guaranteed!

Get Help With Various Issues

Ask anything about web hosting and the services we provide. You can get help with configuring e-mail, setting up message boards, form mailers or guestbooks, resetting nameservers, etc.

Maintenance & Support Contracts

Clients enrolled in our Maintenance & Support contracts may use any of the following Customer Support Options.

Discounted rates apply to our Monthly Maintenance & Support Contract holders. If you’re interested in our Monthly Maintenance & Support Contract please call (914) 202-9468

On-Demand Support

If you would like to request On-Demand Phone or E-Mail Support, you may reserve time blocks in advance. We are available to assist you during Monday – Friday between 9am and 5pm.

1/2 HOUR RESERVE

$7500one time
  • On-Demand Phone / E-Mail Support

1 HOUR RESERVE

$15000one time
  • FeaOn-Demand Phone / E-Mail Supportture 1

NOTICE: Customers that do not have a monthly website maintenance contract -or- monthly website support contract, please allow a minimum of three business days for our staff to review and correspond to your inquiry. Once a staff member contacts you, they will provide estimated time frame or ETA for fully addressing your concern. Customers without a monthly website support contract that request immediate support, will be billed at our Hot-Rush hourly rate (equivalent to double the standard current hourly rate for development) for any support provided within 72 hours of the initial inquiry.

Reporting Website Related Issues

More often than not, we will need to be able to replicate an issue in order to fix it. Therefore, it is best to provide as much detail as possible when addressing a technical concern. Providing us with sufficient detail will help us to expedite the handling of your request and reduce any fees associated with support services provided.

  • Description of the problem

  • Date & Time the incident was encountered.

  • Device being used: Windows PC, Mac, Tablet, Smart Device

  • Web browser being used: Firefox, Internet Explorer, Safari, Chrome, etc. If possible also provide version of browser, typically found under Help > About.
  • Steps taken that lead up to the incident (how it can be replicated).
  • Web page address (URL) where the incident occurred.
  • If E-Commerce related: Customer’s name along with the SKU of the Item the customer was trying to purchase.
  • If possible, it would also help to know the internet address of the person who is experiencing the issue. To obtain this, please have them visit http://www.whatismyip.com and provide the IP Address shown.

As much of an inconvenience it may be for you or one of your website visitors/customers to provide this amount of detailed information, the effort at the very least will allow us to rule out recurring instances. Please notify all staff (if applicable) to follow the protocol indicated and include the requested details (on a best effort basis) when reporting issues to us.

Online Manual

 

PHP Settings

The PHP Settings section of the hosting Control Panel allows you to adjust the PHP interpreter settings (version, handler, directives, extensions) for each subdomain hosted on your account. The section is split in three subsections:

Choose PHP version

The Choose PHP version subsection allows you to change the PHP version and handler using the available drop-down menus. You can refer to our PHP version and handler article for more information on the supported PHP versions and handlers on our servers.

Clicking on the Manage button next to a subdomain will take you to its PHP settings management screen which contains information and management tools for your current PHP configuration. The most important details about your PHP configuration will be displayed in the Info subsection - PHP version, handler, and the default location of PHP configuration file for the specific subdomain.

Next to the PHP handler, you will see a button labeled Reload FPM master process for subdomains that use FPM with OPcache as PHP handler. You can use that button to manually reload the FPM master process and apply any changes made to the subdomains PHP configuration file outside of the PHP Settings section. You do not need to use the Reload FPM master process button if you make changes to PHP configuration files through the PHP Settings section as the FPM master process will be reloaded automatically.

Next to the php.ini configuration file for the subdomain, two buttons will be displayed - Edit (which allows you to edit the php.ini file as plain text) and Restore to default (which will restore the php.ini file to default).

The Extensions and Directives subsections will display the current status of extensions and the values for any modified directives, and at the same time, you can use these subsections to make changes to your PHP configuration through the user interface. You can click on the Show additional directives button to get a list of the unmodified directives in your subdomain's php.ini file to change them.

Manage global php.ini file

The Manage global php.ini file subsection allows you to edit the global php.ini for your hosting account, and create it if it doesn't exist. You can learn more about it in our PHP configuration files and priority article.

Choose PHP CLI version

The Choose PHP CLI version subsection allows you to change PHP version for the command line PHP binary. PHP CLI is used when you run PHP scripts through the command line (e.g. via SSH), or when you run them as cron jobs. You can learn more about the PHP version for the command line binary in our PHP configuration files and priority article.