Our flawless technical support is probably the reason you chose us. We take great pride in the passion, professionalism and personality that our team exudes when you need assistance.

As we add new features and services to meet your needs, and as you develop or add new applications and third-party software, it has become important that we let you know what is included in our support and which is not. This Support Policy is not intended to be and does not constitute an agreement between you and Kenotronix and is merely intended to specify some of the guidelines offered for Kenotronix support levels on the products we sell. This support policy is subject to change at any time at Kenotronix’s sole discretion and without notice. Some of the products and services listed below may not be available in all markets. As always, if you have any questions or need assistance, you can call, chat, or us 24/7, 365 days a year (unless, of course, it’s a leap year). then it will be 366 days).

Here is a list of what is included and what is not	Supported	Not supported
Access to my account and its tools and functions	✔
Access to the Plesk control panel and its features	✔
Server performance and availability	✔
Network performance and availability	✔
Any equipment installed in our data centers with the exception of colocation	✔
Updates and functionalities of the operating system	✔
Fundamental Software Updates and Features	✔
FTP or SSH connection	✔
Security updates and fixes on our servers	✔
Updates provided by the community	✔
Access and functionality to MySQL containers	✔
Support and guidance of the Plesk control panel	✔
Assistance and guidance of my account	✔
Billing question	✔
Any script, application or content installed or developed by the customer		✖
Any extension or add-ons to the Plesk control panel		✖
All applications in Plesk Application Vault		✖
Customizations by the customer in an administered VPS or a Developer VPS		✖
Third-party SSL certificates		✖
Internet training		✖
Software training		✖
SEO settings		✖
Custom DNS zone files		✖
Any third-party SAAS service or application		✖
Any customization of the root level server		✖
Configuring the email client software		✖
Configuring the FTP client		✖
Content and data backups		✖
Third-party domain registrations		✖
Private domain name servers		✖
Cross-browser compatibility		✖
Hacks due to customer-controlled vectors		✖
Programming error on your site		✖
How to pay your bill from your banking institution		✖

SHARED ACCOMMODATION

SUPPORTED:

DNS ZONE FILE

DNS zone files associate your IP address with your domain name. We will provide you with a functional basic DNS zone file configured with the “A”, “MX” and “NS” records necessary for the proper functioning of the Kenotronix name servers.

OPERATION OF STANDARD SERVICES

We will monitor and ensure that email, web services, FTP, and your myaccount control panel are working and are all accessible.

SOFTWARE VERSIONS

We will determine the appropriate versions of software necessary for a secure and stable environment. Shared hosting requires stability and therefore may not always have the latest versions.

EQUIPMENT

We will monitor and maintain all aspects of the server hardware. If there is any hardware failure, we will make a timely repair.

MONITORING AND MAINTENANCE OF THE NETWORK’S OPERATING TIME

Kenotronix manages all aspects of the shared hosting network. This includes bandwidth and network equipment under the control of Kenotronix. Important note : This support does not extend to the public Internet.

WEBMAIL CLIENT

We fully support the webmail provided with shared hosting.

SSL CONFIGURATION

We offer installation and full support for SSL certificates purchased through Kenotronix.

APPLICATIONS IN ONE CLICK

We ensure the operation of the One-Click installer. We also ensure the correct basic installation of the applications offered in the One-Click installer.

MYSQL

We will monitor and maintain the basic function of shared MySQL.

NON SUPPORTED

SCRIPTS AND APPLICATIONS

The customer is fully responsible for the installation and proper functioning of all scripts and applications. We do not troubleshoot or provide support for faulty scripts or applications. We strictly adhere to this policy.

INTERNET TRAINING

We do not provide training or education on how the Internet works. You are expected to have a basic understanding of concepts such as DNS, email, web, web browsers, FTP, and general computer knowledge.

DATA BACKUP

The customer is responsible for performing and maintaining current data backups.

ADMINISTRATION OF DATABASES

The client is responsible for the administration of its MySQL databases. This includes regular backups and dumps as well as offsite storage of backups.

SURVEILLANCE

The customer is responsible for monitoring the web applications installed by themselves on shared hosting.

DOMAIN NAMES AND DNS

The customer is responsible for domain transfers. Domain transfers are initiated in my account. Kenotronix will fully support domain transfers ordered through its website.

CUSTOM DNS ZONE FILES

The customer can modify a DNS zone file as needed. Custom DNS zone files are not supported by Kenotronix.

EMAIL CLIENT CONFIGURATION

Configuration of third-party email clients is not supported.

FTP CLIENT CONFIGURATION

Configuration of third-party FTP clients is not supported.

THIRD PARTY SSL CERTIFICATES

Installation and administration of third-party SSL certificates is the customer’s responsibility and is not supported by Kenotronix.

APPLICATIONS IN ONE CLICK

Customer changes, modifications, updates or enhancements of any kind on a one-click application are not supported.

MYSQL

The customer is responsible for maintaining scripts / applications that read / access / modify customer data in MySQL.

ADMINISTERED WORDPRESS

SPECIAL NOTE ON APPROVED EXTENSIONS:

To ensure superior performance and security in the managed WordPress environment, we carefully review plugins. To do this, we perform a nightly scan of our WordPress hosting environment. Unauthorized extensions will be removed and an email will be sent to the affected account owner.

SUPPORTED:

INSTALLATION

We make sure that the installation of a managed WordPress instance is done on a physical server with an associated IP address that is accessible from the Internet.

EQUIPMENT

We monitor and maintain all aspects of the server hardware. In the event of a hardware failure, we will repair it as soon as possible.

MONITORING AND MAINTENANCE OF NETWORK USAGE TIME

Kenotronix is responsible for bandwidth and network equipment under the control of Kenotronix or our partners. Important note: this support does not extend to the public Internet.

SOFTWARE VERSIONS

WordPress security releases and version updates take place automatically. A global procurement standard requires stability, and as a result, the software versions we deploy to your managed WordPress hosting service are not always the most recent. This includes WordPress Core.

OPERATION OF STANDARD SERVICES

We will monitor and ensure that emails, web services, SSH / SFTP, as well as the myaccount and WordPress control panel are working and are all accessible.

WORDPRESS CORE

We will determine the appropriate WordPress version needed for a secure and stable environment.

DATA BACKUP

We take care of the backup with the managed WordPress hosting service and the accessibility of the backups it creates.

ASSISTANCE ON ADMIN WORDPRESS

Upon request, we will provide assistance and advice for the administration of WordPress.

DEFAULT THEME

We will take care of the presence, availability and operation of the default theme provided with our managed WordPress hosting product.

BUGS AND FEATURE REQUESTS

We will relay confirmed WordPress bug reports to WordPress Core Trac. At your request, we will also relay any feature requests to be considered for future versions.

CLIENT WEBMAIL

Kenotronix will support the operation and accessibility of the webmail client provided with the managed WordPress hosting product.

SSL CERTIFICATES

We offer installation and full support for certificates purchased through Kenotronix.

NON SUPPORTED:

SCRIPTS, EXTENSIONS, THEMES

The customer is fully responsible for the manual installation, updates and proper functioning of all plugins and themes other than the base theme and plugins provided with the managed WordPress hosting. The client is also fully responsible for any custom script. We do not troubleshoot or provide support for faulty scripts or third-party extensions and themes. We strictly adhere to this policy.

CUSTOMIZATION THEME

The customer is responsible for all customizations generated for all installed WordPress themes including the default theme.

INTERNET TRAINING

We do not provide training or education on how any aspect of the Internet works. You are expected to have a basic understanding of Internet concepts such as DNS, email, the web, web browsers, FTP, and general computer knowledge.

DOMAIN TRANSFERS

The customer is responsible for domain transfers. Domain transfers are initiated in my account.

CHANGE OF DOMAIN NAME

The customer can change the domain name associated with their managed WordPress hosting service; however, the customer is responsible for modifying any DNS routing changes, scripts, or applications to reflect this change.

VPS AND DEDICATED SERVERS

SUPPORTED:

INSTALLATION

We ensure the successful installation of a VPS instance on a physical server or a dedicated server with an associated dedicated IP address, responsive and accessible from the Internet.

EQUIPMENT

We will monitor and maintain all aspects of the server hardware. In the event of a hardware failure, we will repair it as soon as possible.

MONITORING AND MAINTENANCE OF THE NETWORK’S OPERATING TIME

Kenotronix manages all aspects of the network. This includes bandwidth and network equipment under the control of Kenotronix. Important note : This support does not extend to the public Internet.

SOFTWARE VERSIONS

We will determine the appropriate versions of software necessary for a secure and stable environment. A global procurement standard requires stability, and therefore the software versions that we deploy to your VPS or Dedicated server may not be the most recent.

OPERATION OF STANDARD SERVICES

We will monitor and ensure that all basic services are working, such as email, web services, FTP, SSH, myaccount, and the Parallels® Plesk control panel.

CONTROL PANEL ASSISTANCE

Upon request, we will provide support, advice or training on the Plesk control panel.

PLESK CONTROL PANEL INSTALLATIONS

We will automatically install our most recent version of the Plesk control panel on your VPS, and make sure that your control panel is functional upon installation.

BUGS AND FEATURE REQUESTS

We will relay any confirmed bug reports from the Plesk control panel to Plesk, the creators of the control panel. At your request, we will also relay any feature requests to be considered for future versions.

VERSION UPDATES

Sometimes we may automatically install a new version of the Plesk control panel for you. If an immediate update is required due to a security issue, we will do our best to notify you of the update.

PLESK CONTROL PANEL LICENSES

We will ensure that the Plesk Panels license associated with your server is up to date and functional. If your Plesk Panel license becomes invalid, we are responsible for reinstating your license within a reasonable time.

SSL CERTIFICATES

We offer full installation and support for SL certificates purchased through Kenotronix.

PERFORMANCE MONITORING

Kenotronix provides a performance monitoring tool in myaccount called “Server Status”.

SECURITY

General automated security scans for VPS clients are performed daily. Correction services can be purchased through Advanced Help.

NON SUPPORTED:

SCRIPTS AND APPLICATIONS.

The customer is fully responsible for the installation and proper functioning of all scripts and applications. We do not troubleshoot or provide support for faulty scripts or applications. We strictly adhere to this policy.

INTERNET TRAINING

We do not provide training or education on how the Internet works. You are expected to have a basic understanding of Internet concepts such as DNS, email, the web, web browsers, FTP, and general computer knowledge.

SERVER CUSTOMIZATION

Customer customizations, modifications, updates or changes made to the VPS are not supported.

SURVEILLANCE

The customer is responsible for monitoring the web applications installed by the customer on their VPS or dedicated server.

DATA BACKUP

The customer is responsible for performing, maintaining, and off-site exporting of current data backups.

DOMAIN NAMES AND DNS

The customer is responsible for domain transfers. Domain transfers are initiated in my account. Kenotronix will fully support domain transfers ordered through our service.

CHANGE OF DOMAIN NAME

The customer can change the domain name associated with his VPS or dedicated server; however, the customer is responsible for changing all names in any scripts or applications to reflect this change.

EXTENSIONS

Installation, troubleshooting, and administration of third-party plug-ins and add-ons to Plesk control panels are not supported.

CUSTOM DNS ZONE FILES

The customer can modify a DNS zone file as needed. Custom DNS zone files are not supported by Kenotronix.

EMAIL CLIENT CONFIGURATION

Configuration of third-party email clients is not supported.

FTP CLIENT CONFIGURATION

Configuration of third-party FTP clients is not supported.

SSL CERTIFICATES

Installation and administration of third-party SSL certificates is the customer’s responsibility and is not supported by Kenotronix.

APPLICATION VARIETY

Installation, configuration, administration or version control of any application provided by the Plesk Application Vault Application Catalog is not supported.

VPS DEVELOPER

* For all support requests, administrator login information must be provided through our secure form.

SUPPORTED:

OPERATING SYSTEM RELEASES

Kenotronix provides the latest versions of the operating systems offered with its developer VPSs as sufficiently stable and secure versions become available.

MAINTENANCE AND REPLACEMENT OF EQUIPMENT

We will monitor and maintain all aspects of the server hardware. In the event of a hardware failure, we will repair it as soon as possible.

MONITORING AND MAINTENANCE OF THE NETWORK’S OPERATING TIME

Kenotronix manages all aspects of the network. This includes bandwidth and network equipment under the control of Kenotronix. Important note : This support does not extend to the public Internet.

CONFIGURATION PANEL

Kenotronix supports the myaccount control panel. Tools provided by Kenotronix, including Parallels Power Panel, should always be accessible.

SSH AVAILABILITY

Kenotronix supports SSH availability. Kenotronix ensures that the SSH protocol remains available on your developer VPS server.

PERFORMANCE MONITORING

Kenotronix provides a performance monitoring tool in myaccount called “Server Status”.

NON SUPPORTED:

SCRIPTS AND APPLICATIONS

The customer is fully responsible for the installation and proper functioning of all scripts and applications. We do not troubleshoot or provide support for faulty scripts or applications. We strictly adhere to this policy.

INTERNET TRAINING

We do not provide training or education on how the Internet works. You are expected to have a basic understanding of Internet concepts such as DNS, email, the web, web browsers, FTP, and general computer knowledge.

SOFTWARE INSTALLATION SUPPORT

Installation and / or configuration and administration of any software installed on the client’s developer VPS server is not supported.

SERVER CUSTOMIZATION

Customer customizations, modifications, updates or changes made to the VPS are not supported.

USER ADMINISTRATION

The client is responsible for all user administration on his developer VPS.

BASIC AND ADVANCED SERVER ADMINISTRATION

Basic and advanced server administration is not supported. The customer should troubleshoot and resolve any issues that arise, himself.

DATA BACKUP

The customer is responsible for performing, maintaining, and exporting current data backups.

SURVEILLANCE

The customer is responsible for monitoring the web applications installed by the customer on their developer VPS server.

SSL CERTIFICATES

Installation and administration of SSL certificates is the customer’s responsibility and is not supported by Kenotronix.

G CONTINUED

INCLUDED SUPPORTED:

WE CAN HELP YOU:

Set up, manage, and use myaccount and G Suite Admin Console commands.

Identify the causes and resolutions of all G Suite incidents (outages, errors, degradations, degradations, etc.).

Inspect the domain’s DNS zone files for errors.

NON SUPPORTED:

Kenotronix does not provide training or education on how to operate advanced features of individual G Suite applications such as email, documents, spreadsheets, or presentations.

We do not offer support for third-party applications not included in the standard G Suite suite.

We do not provide training or education on how the Internet works. You are expected to have a basic understanding of Internet concepts such as DNS, email, the web, web browsers, FTP, and general computer knowledge.

OFFICE 365

INCLUDED SUPPORTED:

WE CAN HELP YOU:

Set up, manage, and use myaccount and Office 365 admin console commands.

Identify the causes and resolutions of all Office 365 incidents (failures, errors, degradations, degradations, etc.).

Inspect the domain’s DNS zone files for errors.

NON SUPPORTED:

Kenotronix does not provide training or education on how the advanced features of Office 365 applications work.

We do not offer support for third-party applications not included in the Office 365 suite.

We do not provide training or education on how the Internet works. You are expected to have a basic understanding of Internet concepts such as DNS, email, the web, web browsers, FTP, and general computer knowledge.