Get Help 24/7

You're not alone! Our Support is available 24/7. Feel free to ask us anything. Managing and maintaining experienced technical staff can be a challenge in todays ever changing technology sector. You don't need to recruit, hire, and train technical staff. 3essentials maintains experienced staff available 24/7 to assist our customers. Each type of support is outlined below and with what type of support each service includes. We are happy to review any question. We can even provide support for items that are outside the scope of our services on a best effort basis. See details below.

I have been with 3E for years. No problems, plenty of help and very responsive. I have tried cheaper hosting companies and there is simply no comparison.

- George. carryout-online.com

Included

Support Items that are included with all plans and services

Fee based Support

Items that 3essentials support charge for at $20 per qtr hr.

24/7 Support

Our Technical Support Staff is available around the clock to handle your support requests. We are available via email based tickets and chat 24 x 7.

Knowledgebase

We have over 1000 KB articles that cover many topics. We are constantly updating the articles to include additional information and writing new articles as technologies emerge and change.

3essentials Platform

We fully support our cloud platform, hardware, and 3essentials network. Review our SLA for more information on how we handle failures of these components.

Server Monitoring

At your request we can monitor your server. The default items we monitor are CPU, Disk Size, Memory, Ping. Monitoring alerts can be sent to the email address of your choice.

Server OS Updates

We recommend enabling automatic updates on your operating systems unless you have a specific requirement for manual updates. You can request that our support team perform operating system updates.

Plesk / cPanel Support

3essentials can provide support for the Parallels Plesk Panel and /or cPanel to ensure it operates as designed for all of the features that are enabled. Customers are given admin and user level access to create domains, websites, email accounts, databases and much more. In the event we cannot resolve the panel issue, you can contact the panel vendor or we can restore from the latest back up to restore the installation to it's original state.

We always recommend purchasing backup services to help prevent data loss.

Plesk / cPanel Updates

We recommend enabling the panel automatic update features, but should you have a requirement to update the panel manually you can request that our support team update the panel for you.

Popular Fee Based Support Requests

3essentials provides best effort support for any service, hosting plan or server that is outside the scope of support that is included with our Platfrom. These are billed at $20 per Quarter Hr. Some of the more frequent requests are listed below.

Control Panel User Requests

Requesting support to complete tasks that can be performed in the panel by the customer

Data File Moves

Moving site files between accounts. Customers have access to FTP to transfer files to and from their location. During large site moves or slow internet connections customers can request 3essentials to move files between their accounts. This is billed per our normal per quarter hour rates.

Website Coding Issues & Errors *

3essentials technical support personnel are trainied and experienced in supporting hosting platforms and platform software such as Microsoft Windows, Various Linux OS's, Apache, IIS, Bind DNS, My SQL, MS SQL and various other software that is similar to the previously mentioned software. We don't hire developers. However, are happy to take a look at particular web site code errors and may be able to provide direction towards a resolution. In these instances our per quarter hour rate applies.

DNN Errors *

We have many years of in depth experience supporting DNN and WordPress from a platform perspective. We encounter many different scenarios on a daily basis working with these applications. We are happy to see if we can assist with your items. Scenarios such as making changes in the DNN/WP User Interface, Upgrading the application, troubleshooting a plugin, a theme...etc all fall outside the scope of our platform support. Our normal per quarter hour rates apply for providing best effort assistance with these and other web applications.

DNN Upgrades
Currently 3essentials does not perform DNN Upgrades. We strongly recommend seeking a DNN Professional that is experienced in upgrading DNN.

WordPress Changes, Plugins, Upgrades *

We have many years of in depth experience supporting DNN and WordPress from a platform perspective. We encounter many different scenarios on a daily basis working with these applications. We are happy to see if we can assist with your items. Scenarios such as making changes in the DNN/WP User Interface, Upgrading the application, troubleshooting a plugin, a theme...etc all fall outside the scope of our platform support. Our normal per quarter hour rates apply for providing best effort assistance with these and other web applications.

Website Hacking / Security Review

Security Review services overview:
•Needs to be performed BEFORE you change/recover files in order for us to analyze the existing files as they site exploited.
•Includes analysis of panel logs, FTP logs, HTTP logs, file security information to assess the nature of the exploitation.
•Results in our assessment of whether the exploitation occurred by way of panel credentials, FTP credentials, or the hosted website/application, and general guidance for addressing a related vulnerability if found.
•generally completed within 1-2 business days

•DOES NOT INCLUDE:
◦review of application code for code based vulnerabilities.
◦review of application activity logging.
◦modification/development of code to close vulnerabilities
◦modification of code or content to remove malicious code.

* 3Essentials does not develop any websites nor any Content Management Systems (CMS), and as a result we cannot guarantee that we can successfully resolve every application issue. However, 3Essentials makes a best effort to identify and resolve the issue.  Generally we can identify for you where the issue is and make suggestions for proceeding (i.e., switching to a compatible skin, or removing an incompatible module), but cannot develop or code your site for you.