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

 

How to install and run Elasticsearch

In this guide, we will install and run Elasticsearch. For a number of selected hosting plans, it can be installed with a few clicks through the "App Installer" section of the hosting Control Panel. If you can't find it in your App Installer, read ahead. Bear in mind that Elasticsearch consumes a lot of resources, so even if you can install it manually following the instructions below, it may not operate correctly depending on your hosting plan.

Due to the specifics of Elasticsearch, we will actually need to create two WebApps to complete our setup. To install and run Elasticsearch as a WebApp, please follow these steps.

Create the necessary directories and files

1. Create a subdomain.

You need to create a subdomain for your Elasticsearch WebApp through the Subdomains section of the Control Panel. In this guide, we will call the subdomain elastic-sub.

2. Create the necessary directories.

Create a directory for the Elasticsearch installation in the /private directory on your account. In this guide, we will call the directory elasticsearch_dir. You can easily create directories through the File Manager in the Control Panel of your account.

Create a directory for the Portholder WebApp in the /private directory on your account. In this guide, we will call the directory portholder_dir.

3. Create the WebApps.

Create a WebApp for Elasticsearch through the WebApps section of the Control Panel. Remember the port number assigned to the WebApp. Use the following settings:

Create another WebApp. This app will be used to reserve another port for Elasticsearch. We will call this WebApp Portholder. Remember the port assigned to the Portholder WebApp. We are going to use this port in the Elasticsearch configuration. Since we are not going to activate this WebApp, you can use any settings you wish, as long as there are no conflicts with existing WebApps. In this guide, we are using the the following settings:

Install and configure Elasticsearch

4. Download and extract the Elasticsearch installation package.

Log in to your account over SSH. Logging in over SSH is covered in the SSH section in our documentation. Then, navigate to the directory that you created for your Elasticsearch installation. You can do this by running the following command (make sure you replace the path in the command with the actual path to the directory you created for Elasticsearch):

cd ~/private/elasticsearch_dir

Use wget to download the latest Elasticsearch LINUX X86_64 package directly to your elasticsearch_dir. You can get the URL to the latest Elasticsearch package at the official Elasticsearch website. If you need to enable wget, you can do it through the SSH Access section of your account's Control Panel.

wget https://artifacts.elastic.co/downloads/elasticsearch/elasticsearch-7.9.2-linux-x86_64.tar.gz

Use tar to extract the archive:

tar -xzf elasticsearch-7.9.2-linux-x86_64.tar.gz

5. Configure Elasticsearch.

Create a start.sh file in your elasticsearch_dir directory with the following content:

#!/bin/bash
cd /home/username/private/elasticsearch_dir/elasticsearch-7.9.2/
export ES_JAVA_OPTS="-Xms128m -Xmx128m"
exec ./bin/elasticsearch

Make sure you replace the path in the command with the actual path to the directory you created for Elasticsearch and the version number with the version corresponding to the package you downloaded. You need to replace username with the actual username of your account's Control Panel. You can easily create and edit files through the File Manager in the Control Panel of your account.

Edit the following configuration file in the directory where Elasticsearch is extracted:

/home/username/private/elasticsearch_dir/elasticsearch-7.9.2/config/elasticsearch.yml

There, you need to remove the # symbol in front of the http.port setting, and replace the port number with the port assigned to the Elasticsearch WebApp you created at step 3. You also need to insert a new line for the transport.port setting. Since this setting requires a range, you will need to set the port assigned to the Portholder WebApp you created at step 3 as the beginning and the end of the range:

http.port: XXXX #Elasticsearch WebApp port
transport.port: YYYYY-YYYYY #Portholder WebApp port

Go back to the WebApps section of the Control Panel. There click on the edit button next to the Elasticsearch WebApp, and set the Elasticsearch WebApp start command to the following:

sh /home/username/private/elasticsearch_dir/start.sh

Make sure you replace the path in the command with the actual path to the start.sh file you created.

That's it!

Once you start your WebApp, Elasticsearch should be running on the specified port.