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

 

Disk space/inode quota reached

General information

Your hosting account (your website and/or mailboxes) may stop working correctly if its disk space or inode quota limit is reached. For example, most website software applications need to create temporary files, and if your account has reached its disk space or inode quota limit, the web application would be unable to create these temporary files and is very likely to crash. If the disk space or inode quota limit is reached, you will also be unable to receive any new email messages, and the sender of the message will receive a bounce-back error that their message could not be delivered due to a full mailbox. That's why we strongly recommend you make sure there is always some free space on the account (at least 10%).

Checking your disk space/inodes usage

The Control Panel's Resources section is an invaluable tool for checking the disk space and inodes usage for your hosting account. There you will see a summary of the disk space and inodes usage for the main directories in your account (e.g. www, private, and backup), mailboxes, and databases. You can see detailed disk space/inode usage information in a tree view for a specific item by clicking on it.

"The tree view cannot be rendered due to too many items" error message

If there are too many items in a specific directory in your account, the tree view from the Control Panel's Resources section may not be displayed due to browser restrictions, and the following message will be displayed - "The tree view cannot be rendered due to too many items." In such cases, you can check the disk space/inode usage on your own via SSH using the commands listed below. Detailed instructions on how to connect to your hosting account via SSH are available in our SSH category. Alternatively, you can contact our support team for assistance.

Use the following command via SSH to check the current disk space usage for a specific directory in your account:

du -sm * | sort -rn | head -n 20

The command will list the 20 biggest directories or files in the current directory. Next to each file or directory, you will see the size in MB.

To check the inodes usage for a specific directory, you can use this command:

for dir in `ls -d */`; do icount=$(find $dir | wc -l); echo "$icount - $dir"; done | sort -rn | head -n 20

The command will list the 20 directories with the highest number of inodes in the current directory.

Reducing disk space/inodes usage

Once you have determined what directories/files consume the most disk space or inodes, you need to find a way to reduce that usage. Most often the disk space and inode limits are reached due to outdated or unnecessary files, scripts, backups, or software applications.

You can remove directories/files or download them to a local device from your account if they are not necessary for the operation of your website. This can be done via the Control Panel's File Manager section or via FTP. Detailed instructions on how to connect to your account via FTP are available in the Uploading files category from our online documentation.

If an application or script is generating temporary files (e.g. session files) or backups without deleting them regularly, you should check the official documentation of that application or script for instructions on how to automatically delete the temporary files or backups after some time. For example, you can store session or temporary files in the /tmp folder on the server, and they will be deleted automatically. As for backups, we create full account (files, emails, and databases) backups twice per day, and we keep them for at least 7 days, so you may consider reducing the rate your scripts/applications are configured to back up your data.

In the event that your account reaches its disk space or inode limit due to messages in your mailboxes, you can find detailed instructions on how to reduce the disk space/inodes usage for your mailboxes in our Mail accounts over quota article.

It is possible to reach the disk space quota for your account if your databases take up too much disk space. You can inspect your database tables via the phpMyAdmin software. Instructions on how to access it are available in our Accessing phpMyAdmin article.

Upgrading

If you are unable to reduce your disk space/inodes usage, you should consider upgrading your account.

Notifications

By default, the system sends automatic notifications when a hosting account reaches 90% and 99% of its disk space quota, and 80% and 100% of its inode quota. These messages will be sent to the contact email address for your hosting account listed in the Control Panel's Account Profile section. You can disable or change the default notification value of 90% for disk space quota according to your personal preference via the Control Panel's Resources section. We would advise that you do not disable these notifications to ensure that your hosting account and its related services are always functioning properly.