Knowledge base \ Technical support from ISPsystem company

Technical support from ISPsystem company

Where to ask questions about products?

Technical support is provided only in the Ticketing system of your Client area (Support center → Send ticket. If you have general questions, you can send them to email, Live-chat or ask over the phone.

  1. Send email to sales@ispsystem.com.
  2. Write to our Live-chat.
  3. Call us +1 (941) 462-10-69

We have a smart knowledge base that help configure and use our products. You can quickly find answers here.

  1. Take advantage of our documentation.
  2. Forum. Here you can view questions and responses from other users of ISPsystem services and technical support staff.
  3. Send a feature request or inform us about a bug Features Request.

Customer care department vs Technical support

The customer care department generally helps with payments or service activation; however, we can also help to resolve deeper technical issues. We can assist in installation for free and provide links to documentation that can help.

ISPsystem Technical support team helps install and configure software products on a client’s server. Besides, technical specialists can help configure the ihttpd-server, troubleshoot issues in panels, install SSL-certificates.

Customer care department
Technical support
pay
install
prolong
set up
activate
update
change the IP address of your license
integrate
restore access to your account
ask a technical question about ISPsystem software

We provide support via tickets in the Client area (see the article Tickets and related questions). You can submit a question to the Technical support department or Customer care.

Technical support of the Software Product does not include:

  1. Server troubleshooting where ISPsystem's software product is installed.
  2. Customization of the system and third-party software.
  3. Network configuration on customer's server.
  4. Setup/update/reinstall of PHP, MySQL, and other services.
  5. Development, implementation and support of plug-ins/add-ons for ISPsystem's software products.

If you installed software products from third-party repositories manually, and that operation caused ISPmanager to fail, our Technical support team decline all responsibility for restoring your control panel.

How to grant access to the server?

To resolve the issue, we need to see logs of the operation and check the configuration. That's why we need to have a remote access to your server. You can grant access in the control panel or via the console.

Please note! If connection to your server is blocked from certain IP addresses, allow the access for our 188.120.252.0/24 and 92.63.104.221/32.

In the control panel

  1. Open the control panel.
  2. Navigate to Settings → System configuration.
  3. Select theу Grant ISPsystem support access check box to allow our technical support staff to access your server. Also write the IP address of your server.

In the console

  1. In the console /usr/local/mgr5/sbin/licctl enable ispmgr support access, where ispmgr is a short name of the control panel.
  2. Let us know the port number, if ssh is running on a non-standard port.

How to get technical support by the phone, Skype, Telegram, etc.

ISPsystem specialists provide support only in tickets in the Client area. We don’t help with technical issues over the phone, via Skype or social networks. It’s important to keep the history in a single place so that support staff can can view it when needed. In the Client area you can find all the information about clients, their services, and ticket history.