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Hosting support FAQ
Log into the Nexcess client portal to create a new support ticket. There is a “Support” option on the left-hand side, click that and then the green button. For detailed directions, read this article.
Our hosting support team is available 24/7/365 to assist with troubleshooting, infrastructure, applications, plugin conflicts, and security issues. We cannot assist with web development, web design, plugin configuration, or search engine optimization. Read more about our scope of support here.
No, Nexcess hosting support is 100% in-house. Our experts span the globe, with expertise in PHP-based applications like WordPress, Magento, and WooCommerce.
You can talk to a human hosting expert 24/7/365 by phone, chat, and email.
However you contact us, Nexcess support will ask for your domain name and customer pin to protect your privacy. All you have to do is describe your question or concern.
Nexcess website migrations can be requested in a few clicks through the client portal. Click on the “Support” option on the left side and then click “Request Migration” on the upper right. Follow the steps outlined in this article and our experts will take care of the rest!
Web hosting FAQ
Web hosting is a service that stores your website so you can publish it online. Regardless of what application you use (WordPress, Webflow, Shopify), your website will need hosting.
We offer a range of different solutions for small, medium, and large websites. Regardless of your technical knowledge, our team will be here to assist you 24/7/365.
Depending on the solution you opt for, we offer monthly and annual billing options. Talk to your sales representative about some of our great discounts.
This depends on the size of the solution you choose. Smaller, shared solutions will be created almost instantly. Larger, dedicated solutions can take up to 24 hours. Website migrations can also add time to this process.
We do not offer root access on managed hosting services. This is because we take care of everything you would ordinarily need root access for, and solve problems in a way that keeps the platform safe and performant for all. For dedicated server customers, we may grant access to a specific root-level command if absolutely necessary. Whatever you need to achieve via root access, no matter how complex, our expert support team and engineers can make it happen. If you think you need root access, contact our support team 24/7/365 by chat, email, or phone.
Absolutely, yes. if you’re not fully satisfied with your product, we offer a no-hassle 100% money-back guarantee for the first 30 days of your investment. If you have questions about your plan or technical issues we can help with, our rockstar support team is available day or night, 24/7/365.
Application solutions FAQ
We pride ourselves on offering one of the most secure infrastructures in the industry. Nexcess data centers are equipped with the highest level of security, on top of our robust application security offerings.
We offer a wide range of different managed application solutions for small, medium, and large websites. In addition to managed hosting for commerce and content, we offer dedicated hosting solutions, enterprise clusters, domains, SSLs, cloud containers, and more.
We offer several different options for businesses with larger requirements. Our dedicated enterprise solutions include specialized ESG support, custom engineering, and resource planning. All enterprise hosting receives personalized optimizations and application support. Choose from a variety of services: enterprise WordPress hosting, Magento enterprise, WooCommerce enterprise, as well as solutions for Craft CMS, ExpressionEngine, and Drupal.
We do not provide managed support for Windows. Our sister company Liquid Web provides a wide range of fully supported Windows environments.
Managed hosting comes with 24/7/365 application support, technical monitoring, application-specific optimizations, platform tools, and a team that goes above and beyond. Unmanaged hosting like AWS does not include any of those benefits.
Hosting services FAQ
Yes, if you need to upgrade your account for whatever reason, you can easily do this through the client portal in most cases. If you’re not sure or have questions about the right fit for your unique needs, get in touch with our support or solutions teams and they’ll be able to help you make the best decision based on your goals.
We do not currently offer in-house development services. We do, however, partner with some great development agencies for various applications and budgets. Browse agency options now.
We include 100% access to power and connectivity. You can see our SLA here.
We believe that support is about fixing problems, not just replying to them. We do not have a support SLA, but guarantee that your problems will be fixed as soon as possible. We believe in a service that goes beyond; one that empowers users and provides stability. We make your web hosting experience simple with proactive site monitoring, security hardening, and a dedicated support team available 24/7/365. If you’re not 100% satisfied with our support after 30 days, you can cancel your solution and claim a full refund.
We provide daily backups that are accessible for 30 days. Backups are stored in a specific system that is separate from the server that operates your website(s). All backups are managed and maintained by Nexcess. We also include application-level backup options, and you can use any backup tool you desire. We do not blacklist plugins or extensions at Nexcess.
All Nexcess plans come with a free automatic .io temporary domain. You can purchase a domain name from us through our domain registration page.
Yes, we include a free wildcard SSL per site on every Nexcess plan. SSL certificates are free for the life of your plan, there are no renewal costs. We offer additional SSL options depending on your requirements.
Yes! Your Nexcess plan includes our own purpose-built content delivery network to improve page speeds. It is integrated into our platform for easy use without a ton of configuration complexity. We also offer integration with leading CDN networks, including Cloudflare.
Yes, Nexcess customers receive free DNS service with over 15 servers worldwide.