Support Availability

Email/ticket support service is available 24 hours per day, 7 day days a week, 365 days per year. To submit or review your support tickets please visit our support portal at https://support.4khosttv.com, please use your billing email address and password to login.

Unmanaged Services

4K HOST TV sells a variety of unmanaged platforms including but not limited to unmanaged kvm cloud, vps, or dedicated products with or without a control panel and unmanaged services sold without cPanel or WHM. By definition these services are considered unmanaged. Any dedicated server sold without a management add-on package is also considered unmanaged. 4K HOST TV provides the following basic levels of support for any service deemed unmanaged.

• Physical hardware management and replacement;
• Network availability;
• Support Requests not covered by our Unmanaged Services will be billed at an hourly rate of not less than $75 per hour;
• Any dedicated server that was formerly managed must be completely reinstalled to add management services or be subject to a $250 re certification fee at 4K HOST TV's discretion.
• Any VPS purchased as unmanaged will be unable to be converted to managed without a full reinstall, or the purchase of a new VPS package.
• Systems deployed with basic operating system only. All software license installs including control panel installs are the responsibility of the customer.

Support Coverage for Managed Services

4K HOST TV provides managed support for all system aspects listed below:

• Physical hardware management, monitoring and replacement;
• Network availability;
• Free installation of the cPanel, Plesk or DirectAdmin control panel is done during VPS provisioning;
• Free control panel and OS optimization is done during provisioning. General optimization is suitable in 99% of use cases;
• Free initial security hardening;
• Free initial accounts migration from remote system with the same control panel, paid migration services also offered;
• Management of all aspects of the operating system, assistance and troubleshooting of any problems related to operating system and standard control panel components;
• Best-effort support for 3rd party applications that do not impact the operability of the underlying control panel or operating system. Remote desktop environments are not supported.

Control panel support explained

cPanel/WHM

cPanel/WHM

• Upgrade/reinstall exim MTA
• Upgrade/reinstall Courier or Dovecot POP3 and IMAP service
• Support for maildir or mbox mail formats
• Install/upgrade/reinstall/uninstall SpamAssassin
• Install/upgrade/reinstall/uninstall ClamAV antivirus
• Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
• Troubleshoot standard Horde/IMP and Squirrelmail webmail clients
• ASSP and ASSP Deluxe are not supported. Customer may install these products but will need to obtain support direct from the vendor.

Web service

• Apache web server recompilation
• LiteSpeed installation and configuration
• OpenLiteSpeed is not supported at this time
• LSCache or LiteMage setup and configuration
• PHP upgrade or recompilation with additional options/modules directly supported by cPanel's EA3 or EA4 Script
• MultiPHP supplied by cPanel's EA4
• PHP configuration modification
• Troubleshoot and repair Apache/LiteSpeed/PHP installation and/or configuration (note: custom Apache configuration or modules outside of EA4 are not supported)
• Varnish support limited to Unixy Varnish only
• Nginx support is extremely limited on cPanel, results not guaranteed. If an alternate to apache is required we recommend LiteSpeed
• Tomcat installations are not supported at this time by cPanel
• NodeJS may be installed but is not currently supported
• Django is not supported at this time

MySQL / MariaDB

• Upgrade MySQL or MariaDB version
• Repair MySQL / MariaDB installation
• Repair/optimize MySQL / MariaDB databases
• Troubleshoot MySQL / MariaDB startup or connectivity issues
• Downgrades of MySQL / MariaDB are not supported

PostgreSQL

• Upgrade PostgreSQL as defined in cPanel Documentation
• Troubleshoot PostgreSQL startup or connectivity issues
• Downgrades of PostgreSQL are not supported

Nameserver

• Repair/reinstall named
• Named configuration troubleshooting
• Repair/reinstall PowerDNS. Note; PowerDNS does not support DNS clustering

FTP service

• Upgrade/reinstall proftpd server
• Switch between pure-ftpd and proftpd
• FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

Add-on Licenses

• Repair/install Softaculous
• Basic WHMCS troubleshooting; Advanced issues handled directly by WHMCS
• Basic Blesta troubleshooting; Advanced issues handled directly by Blesta

Dedicated Servers with cPanel

• Install/repair KernelCare
• Install and basic configuration of CloudLinux
• Configuration of Remote backup location if purchased

Plesk

Plesk service

• Initial installation
• Initial service optimization
• Version upgrade (note: downgrade is not supported)
• Repair
• Licensing

Mail services

• Reinstall/troubleshoot qmail or postfix MTA
• Reinstall/troubleshoot courier-imap POP3 and IMAP service
• Install/upgrade/reinstall/uninstall SpamAssassin
• Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
• Troubleshoot standard Horde/IMP webmail client

Web service

• PHP configuration modification
• Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)

MySQL

• Upgrade MySQL version (note: applicable only to versions officially distributed by CentOS/CentOS Plus)
• Repair MySQL installation
• Repair/optimize MySQL databases
• Troubleshoot MySQL startup or connectivity issues

Nameserver

• Repair/reinstall named
• Named configuration troubleshooting

FTP service

• Repair/reinstall proftpd
• FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)

DirectAdmin

DirectAdmin control panel service

• Initial installation
• Initial service optimization
• Version upgrade (note: downgrade is not supported)
• Repair
• Licensing

Mail services

• Reinstall/troubleshoot exim MTA
• Reinstall/troubleshoot POP3 and IMAP service
• Install/upgrade/reinstall/uninstall SpamAssassin
• Troubleshoot and repair mail delivery problems (note: problems caused by 3rd party mail scanning, filtering, products are not supported, custom delivery rules or ACLs are not supported)
• Troubleshoot standard Uebimiau and Squirrelmail webmail clients

Web service

• Apache web server recompilation
• PHP upgrade or recompilation with additional options/modules directly supported by DirectAdmin's customapache script
• PHP configuration modification
• Troubleshoot and repair Apache/PHP installation and/or configuration (note: custom Apache configuration or modules are not supported)
• OpenLiteSpeed is not supported at this time.

MySQL

• Upgrade MySQL version
• Repair MySQL installation
• Repair/optimize MySQL databases
• Troubleshoot MySQL startup or connectivity issues

Nameserver

• Repair/reinstall named
• Named configuration troubleshooting

FTP service

• Repair/reinstall proftpd
• FTP service configuration troubleshooting (note: custom configuration rules or custom FTP server modules are not supported)