Note
You are viewing the documentation for an older release of Interworx (7.1). To see documentation for the current generally available release of Interworx, click here: 7.13.
InterWorx Direct Support Guide¶
Note
Due to high demand, InterWorx direct support is reserved for customers who purchased their licenses directly from InterWorx.
Customers who purchased their licenses from a reseller or server provider, or who are SiteWorx users, should contact their reseller or hosting company.
Contents
Support Topic Qualifications¶
What Qualifies for InterWorx Direct Support¶
Issues and questions directly related to the InterWorx Control Panel software and its related packages, such as:
NodeWorx
SiteWorx
InterWorx-created Backups
Imports and Migrations to InterWorx
FTP
DNS
Mail services
Apache
SSL certificates
Webmail
Clustering
What Does Not Qualify for InterWorx Direct Support¶
Third party software or plugins, including Softaculous
System administrator tasks
Server hardening
Malware/virus scanning
PCI scans
Cleaning up spam
System-level MySQL crashes
DDOS attacks
Hard drive crashes
Website code issues
Support Hours¶
InterWorx Support hours are:
Monday: 8AM - 4PM, EST
Tuesday: 8AM - 4PM, EST
Wednesday: 8AM - 4PM, EST
Thursday: 8AM - 4PM, EST
Friday: 8AM - 4PM, EST
Saturday: Closed, except for Emergency Support
Sunday: Closed. except for Emergency Support
The Support department is closed, except for Emergency Support, on the following American holidays:
New Years Day (January 1)
Memorial Day (Last Monday of May)
Fourth of July (July 4)
Labor Day (First Monday of September)
Thanksgiving (Fourth Thursday of November)
Christmas (December 25)
How to Submit a Support Ticket¶
Navigate to https://support.interworx.com
Use the Login form to access an existing Support Center account, or click Register to create a new account
A ticket can be created without an account by clicking Create a new ticket, however, an account is recommended
Click New Ticket
Update the required fields:
Category: Select Support from the dropdown. This opens additional fields
IP Address or Hostname: The IP address or hostname of the server
Remote Assistance Enabled? Remote Assistance is required to be enabled for all support tickets. This allows the InterWorx Support Team the ability to access the server securely, without the need to share the root password
Information on how to enable Remote Assistance can be found here
Subject: The ticket subject
Message: The issue being reported. This should include the following–the more details that are provided, the better equipped the InterWorx Support Team is to be able to assist:
A full description of the issue, including any specific error messages and where they are seen
Any troubleshooting steps that have been taken so far
Exact steps to reproduce
Priority: There are five priority options:
Information: No immediate action required
Low: No rush
Medium (default): Issue is causing a disruption
High: Angry End Users or other serious issue
Urgent: Emergency situation/Services are down
Click Create Ticket
After Hours Emergency Support¶
Emergency Support Procedure¶
Outside of normal InterWorx Support hours, tickets that are marked with High or Urgent priorities send an alert to the phones of the InterWorx Support Team. If the issue meets the requirements for After Hour Emergency Support, a member of the InterWorx Support Team will make their best effort to address the issue as quickly as possible.
After Hours Emergency Support Response Time¶
Generally speaking, if the ticket is submitted before Midnight, EST, the ticket should be addressed within the hour, though there may be exceptions, depending on availability.
However, as the support team is not available 24/7, tickets submitted after Midnight, EST, may not be seen or addressed until the next morning, as it is not guaranteed that the text alert will wake anyone up. Again, best efforts will be made to address the issue as quickly as possible.
What Qualifies for After Hours Emergency Support¶
Services are down. This includes, but is not limited to:
Email not processing
Websites are down
NodeWorx cannot be accessed
InterWorx will not start
Service Interruption. This includes, but is not limited to:
The server is in maintenance mode
Failed upgrade step messages
Yum failure messages
Stuck command queues on cluster nodes