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 :doc:`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