Scope of Support

Valice provides support to all active accounts with access to documentation and a ticketing system within your my.valice.com account. Support requests must be initiated from your my.valice.com account to confirm and validate the identity of the requestor.  Click here for instructions on creating a support ticket.

We can provide setup assistance and troubleshooting help for any services you are subscribed to. Our Essentials level of support is included with all plans and covers documentation and instructions for:

  • Plesk control panel management
  • Setting up and connecting via FTP
  • DNS entry management
  • One-click application installations
  • WordPress settings and management
  • Error troubleshooting
  • Settings for sending and receiving email
  • Email management
  • Taking website backups and restoring from backups
  • Incoming domain transfers
  • Service renewals
  • Adjustments to subscription resources

While we maintain current documentation for connecting your Valice services with popular applications and software, Valice is limited in its ability to provide complete support for third-party software and applications. These services include but are not limited to:

  • Microsoft Outlook or other software products
  • Gmail and other Google services
  • Mac Mail or Apple software products
  • FTP client software
  • WordPress websites developed by a third-party
  • WordPress plugins that are not listed in our preferred plugins
  • Anti-virus or anti-spam software
  • Internal DNS
  • CRM, email marketing, or other automation software (e.g. Salesforce.com, HubSpot, MailChimp, etc.)

Priority Support

With a Priority or Premium level of Hostmaster, Postmaster or Webmaster services, you will be provided a priority support code where by Valice will accept high-priority support calls and after-hours critical support calls. Additional after-hours fees may apply depending on the cause and nature of the call and request.

Additionally, you can mark their tickets as high-priority for a faster response and resolution time.

Premium Hostmaster Services

Below is a summary of the remote hands services covered in your Premium Hostmaster plan.

Plesk Control Panel

  • One-click application installs
  • FTP user creation
  • PHP updates
  • One-time or scheduled backups
  • File traversing
  • Log file investigation
  • Plesk user management
  • phpMyAdmin database investigations
  • Let’s Encrypt SSL setup
  • Dedicated IP configuration

Domains and DNS

  • Inbound domain transfers
  • DNS entries
  • Domain contact changes
  • Domain registration
  • Domain privacy configurations

Premium Postmaster Services

Below is a summary of the remote hands services covered in your Premium Postmaster plan.

  • Mailbox setups and removals
  • Mailbox storage management
  • Anti-spam settings and troubleshooting
  • Webmail access issues
  • Backup and archive help
  • POP, IMAP and SMTP settings
  • Desktop email client configurations
  • Mobile email client configurations