This guide will show you how to upgrade, downgrade, or change your Support Level.
Available Support Levels
Shared hosting support levels are as follows:
- DIY Troubleshooting: your entire account is up to you to manage. We'll answer questions but won't step in to take care of anything for you.
- Managed Troubleshooting: if you run into a problem or need an account change, we'll step in and repair or alter anything we can within approximately 10 minutes per month. Once that time limit has been reached, we'll provide a recommendation and/or quote for further work required.
- Hands-On Support: includes all of Managed Troubleshooting with an increased 30 minutes monthly time limit, website monitoring and automatic response by our expert techs, free recovery from disaster backups, some premium WordPress plugin licenses, performance and security optimizations.
- Here's more details on Shared Hosting Support Levels
VPS hosting support levels are as follows:
- Self Managed: your entire account is up to you to manage. We'll answer questions but won't step in to take care of anything for you.
- Fully Managed: includes all of Managed Troubleshooting with an increased 30 or 60 minutes monthly time limit, website monitoring and automatic response by our expert techs, free recovery from disaster backups, some premium WordPress plugin licenses, performance and security optimizations.
- Here's more details on VPS Support Levels
How to change your support level
- Log in to the Client Centre
- Select the hosting plan for which you wish to change the support level
- Under Configuration choose "Edit"
- Change the Support Level as you see fit
- Complete the process
If you already have Hands-On Support and you wish to downgrade to Managed Troubleshooting, but it does not show the Support Level as "Hands-On Support" on the configuration edit screen, you will need to complete the steps above to enable Managed Troubleshooting, then look for Hands-On Support under Addons and choose the option to cancel it.
