Scope of Support
WordPress
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Install plugins / themes | ✅ | ||
Install WordPress | ✅ | ||
WordPress navigation walkthrough | ✅ | ||
Activate / deactivate plugins and themes | ✅ | ||
Troubleshoot 4xx / 5xx errors driven by plugin / theme friction | ✅ | ||
Troubleshoot database connection errors | ✅ | ||
Change the home and site URL | ✅ | ||
Make basic changes to the php.ini settings | ✅ | ||
Make basic changes / edits to the .htaccess | ✅ | ||
Make basic changes / edits to the WP-Config.php | ✅ | ||
Assist with updating core files when needed | ✅ | ||
Identify optimization opportunities and make recommendations on how to address it | ✅ | ||
Search and replace to fix mixed content | ✅ | ||
Staging setup and troubleshooting | ✅ | ||
Update PHP Version | ✅ |
Server side
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
See if services are down and attempt to bring them back up | ✅ | ⚠️ | |
Install older PHP version on a server | ⚠️ | ||
Server Reimage | ⚠️ | ||
Check disk usage and provide a breakdown | ✅ | ||
If disk usage is at 100% and the customer can't delete content themselves, a ticket will be escalated | ⚠️ | ||
Mounting / unmounting drives | ⚠️ | ||
Clearing server-side cache | ✅ | ||
WHM Navigation | ✅ | ||
Creating / resetting their root password | ✅ |
DNS
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Add A records | ✅ | ||
Add MX records | ✅ | ||
Add CNAME records | ✅ | ||
Add TXT records | ✅ | ||
Reset Zone File | ✅ | ||
Repush DNS when applicable | ✅ | ||
CDN Setup and Support / Troubleshooting | ✅ |
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Configure MX records | ✅ | ||
Troubleshoot sending and receiving issues | ✅ | ||
Assist with spam filtering and email forwarding | ✅ | ||
Assist with configuring common email applications | ✅ | ||
Spamhaus Email blacklist removal requests | ⚠️ |
Migrations
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Assist with migrating a site using the BH migration tool, or migrate guru | ✅ | ||
Provide updates on paid migrations, collect information needed to finish a migration, and expedite when needed | ✅ | ||
Collect information needed to finish a migration, and expedite when needed | ✅ |
SSLs
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Install SSLs | ✅ | ||
Renew paid SSLs | ✅ | ||
Assisting with AutoSSL | ✅ | ||
Troubleshoot sites showing a security risk due to the lack of an SSL | ✅ |
Backups
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Review to see what backups are available | ✅ | ||
Assist with configuring backups | ✅ | ||
Restoring from a backup | ⚠️ |
Malware
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Run malware scans to identify potential threats | ✅ | ||
Malware cleaning | ❌ |
WHM
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Create sub-cpanels | ✅ | ||
Configure nameservers / custom nameservers | ✅ | ||
Create / edit Packages | ✅ | ||
Configure Backups | ✅ |
Domains
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Adding / removing a domain | ✅ | ||
Purchasing a domain | ✅ | ||
Assigning a Domain | ✅ | ||
Domain transfers | ✅ |
Billing
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Purchasing / renewing hosting | ✅ | ||
Purchasing / renewing addons | ✅ | ||
Account Manager Navigation Walkthrough | ✅ | ||
Cancel Hosting | ✅ | ||
Refund Requests | ✅ | ||
Managing Chargeback Reactivations | ✅ |
SSH/SFTP
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Creating SSH/FTP Users | ✅ | ||
Troubleshooting SSH/FTP Connection Issues | ✅ | ||
Configure FTP Clients | ✅ | ||
Configure SSH Terminals | ✅ |
Scope of Support for Windows Servers
In scope | Out of scope | Agent Ticket Needed | |
|---|---|---|---|
Plesk Login Credentials | ⚠️ | ||
Adding a domain | ✅ | ||
Creating an email account | ✅ | ||
Uploading Website Files | ✅ | ||
Managing Backups | ✅ | ||
Creating FTP Accounts | ✅ | ||
Installing Let's Encrypt free SSL | ✅ |
Out of Scope
- Creating / implementing Custom Coding (CSS, HTML, PHP, etc.)
- Custom server configurations (Apache, etc.)
- Cleaning malware
- Doing restores (We must escalate)
- Domain Masking
- Deleting / removing files
- Deleting / removing content
- Building / designing websites for a customer
- WordPress Multi-site configurations
- Troubleshoot Cron Jobs
- Create Cron Jobs for a customer
- Troubleshooting any other CMS outside of WordPress