Extraordinarily good customer support is probably why you choose to host with (mt) Media Temple in the first place. And, we can’t thank you enough for making that choice. We take great pride in the passion, professionalism, and personality our team shares with you when you need support.
As we add new features and services for you, and as you add new third-party applications and software, it’s important that we let you know what’s included in our hosting product support and what’s not. As always, if you have questions or need support you can call, chat, write, or tweet and we will be there to help 24 hours a day, seven days a week, 365 days a year (unless, of course, it’s a leap year then it will be 366 days, but you knew that already because you are smart).
| Here's a breakdown of what's supported and what's not | Supported | Not supported |
| AccountCenter and its tools and features. | ✓ | |
| Accessibility of PLESK and its default tools and features | ✓ | |
| Function of PLESK features | ✓ | |
| (gs) Grid-Service FTP and SSH server performance and uptime | ✓ | |
| Network performance and uptime | ✓ | |
| Hosting hardware installed in our data centers | ✓ | |
| Foundational software presences updates and functionality | ✓ | |
| Security updates and patches on the (gs) Grid-Service | ✓ | |
| KnowledgeBase updates | ✓ | |
| MySQL container access and functionality | ✓ | |
| PLESK assistance and guidance | ✓ | |
| Any client, script, application or content installed by Customer | ✓ | |
| PLESK plugins & add-ons | ✓ | |
| Applications in the PLESK Application Vault | ✓ | |
| Customer customizations to the (dv) Dedicated-Virtual Server or (ve) Server | ✓ | |
| Third party SSL certificates | ✓ | |
| Internet training | ✓ | |
| SEO settings | ✓ | |
| Custom DNS zone files | ✓ | |
| Any third party services | ✓ | |
| Any root level server customizations | ✓ | |
| Email client configuration | ✓ | |
| FTP client configuration | ✓ | |
| Content and data backups | ✓ | |
| Third party domain registrations | ✓ | |
| Private name servers | ✓ | |
| Cross browser compatibility | ✓ | |
| Hacks due to Customer controlled vectors | ✓ |
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- (gs)
Grid-Service
- Supported:
- DNS zone file.
DNS zone files associate your IP address with your domain name. We will provide you with a functional basic DNS zone file configured with the "A", "MX" and "NS" records necessary for proper function on (mt) Media Temple name servers. - Operation of standard services.
We will monitor and ensure that email, web serving, FTP, and your AccountCenter GridControl panel are all functioning and accessible. - Software versions.
We will ensure that our software is secure and free of exploits and vulnerabilities, and we will determine the appropriate versions of software needed for secure, stable environment. Shared hosting requires stability, and therefore may not always feature the latest versions. - Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a timely repair. - Monitoring & maintaining network uptime.
(mt) Media Temple maintains all aspects of the network of the (gs) Grid Service. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet. - Webmail client.
We fully support the webmail provided with the (gs) Grid Service. - SSL configuration.
We offer installation and full support of GeoTrust QuickSSL certificates that are purchased through (mt) Media Temple. - One-Click Applications.
We ensure the function of the One-Click installer. We also ensure the correct, basic installation of the applications offered in the One-Click installer. - MySQL GridContainers.
We will monitor and maintain the basic function of (gs) Grid Service MySQL GridContainers.
- DNS zone file.
- Unsupported:
- Scripts and Applications.
The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy. - Internet Training.
We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy. - Data Backup.
The customer is responsible for executing and maintaining current data backups. - Database Administration.
The customer is responsible for the administration of your MySQL databases. That includes regular backups/dumps and local or off site storage of backups, as well as imports and exports. - Monitoring.
The customer is responsible for monitoring the customer-installed web applications on a (gs) Grid Service. - DNS/Domain names.
The customer is responsible for domain transfers. Domain transfers are initiated in the (mt) Media Temple AccountCenter. (mt) Media Temple will fully support domain transfers ordered through our DomainMover service. - Custom DNS Zone Files.
The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple. - Email client configuration.
Configuration of 3rd party email clients is not supported. - FTP client configuration.
Configuration of 3rd party FTP clients is not supported. - 3rd party SSL certificates.
Installation and administration of 3rd party SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple. - One-Click Applications.
Customer changes, modifications, updates or improvements of any kind, to a One-Click Application, are not supported. - MySQL GridContainers.
The customer is responsible for maintaining scripts/applications that read/access/modify customer data within the (gs) Grid-Service MySQL GridContainer.
- Scripts and Applications.
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- Supported:
- (dv)
Dedicated-Virtual Server and (dpv)
Nitro
- Supported
- Installation.
We insure the successful installation of a (dv) Dedicated-Virtual Server instance on a physical server with an associated dedicated IP address that is responsive and accessible from major Internet carriers. - Hardware.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner. - Monitoring & maintaining network uptime.
(mt) Media Temple maintains all aspects of the network of the (dv) Dedicated-Virtual Server platform. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet. - Software versions.
We will ensure that our software is secure and free of exploits and vulnerabilities, and we will determine the appropriate versions of software needed for a secure, stable environment. A global provisioning standard requires stability, and therefore the software versions we deploy on your (dv) Dedicated-Virtual Server and (ve) Server may not be the latest. - Operation of standard services.
We will monitor and ensure that all basic services are working, such as email, web serving, FTP, SSH AccountCenter, and PLESK control panel. - Data Backup.
We only support the (dv) Snapshot-Backups add-on service. - PLESK Control Panel Assistance.
Upon request we will provide assistance, guidance or education for the PLESK control panel. - PLESK Control Panel Installation.
We will automatically install our most recent version of PLESK onto your (dv) Dedicated-Virtual Server and ensure that PLESK is functional at installation time. - Bugs and Feature Requests.
We will relay confirmed PLESK bug reports to Parallels, the creators of the software. At your request we will also relay any feature requests to be considered for future releases. - Version updates.
We may at times automatically install a new version of PLESK for you. Should an immediate update be required due to a security issue, we will make an effort to notify you prior to the update. - PLESK License.
We will ensure that the PLESK license associated with your server is up to date and functional. Should your PLESK license become invalid, we are responsible for reinstating your license in a reasonable time-frame. - SSL Certificates.
We offer installation and full support for GeoTrust QuickSSL certificates that are purchased through (mt).
- Installation.
- Unsupported
- Scripts and Applications.
The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy. - Internet Training.
We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy. - Server Customization.
Customizations, modifications, updates or changes made to the (dv) Dedicated-Virtual by the customer are not supported. - Monitoring.
The customer is responsible for monitoring core services and web applications on a (dv) Dedicated-Virtual Server. - Data Backup.
The customer is responsible for executing and maintaining current data backups. - DNS/Domain names.
The customer is responsible for domain transfers. Domain transfers are initiated in the (mt) Media Temple AccountCenter. (mt) Media Temple will fully support domain transfers ordered through our DomainMover service. - Domain name change.
The customer can change the domain name associated with your (dv) Dedicated-Virtual Server; however the customer is responsible for modifying any and all path names in any scripts or applications to reflect this change. - Plug-ins.
Installation, troubleshooting and administration of 3rd party plugins and add-ons to PLESK are not supported. - Custom DNS Zone Files.
The customer may edit a DNS zone file per her needs. Customized DNS zone files are not supported by (mt) Media Temple. - Email client configuration.
Configuration of 3rd party email clients is not supported. - FTP client configuration.
Configuration of FTP clients is not supported. - 3rd party SSL certificates.
Installation and administration of 3rd party SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple. - Application Vault.
Installation, configuration, administration or version control of any applications provided by PLESK's application vault are not supported.
- Scripts and Applications.
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- Supported
- (ve) Server
*For any and all support requests, Administrator login credentials must be provided.- Supported:
- Operating System Releases.
(mt) Media Temple provides the latest versions of the operating systems offered with (ve) Server. - Hardware maintenance & replacement.
We will monitor and maintain all aspects of the server hardware. If a hardware failure occurs, we will effect a repair in a timely manner. - Monitoring & maintaining network uptime.
(mt) Media Temple maintains all aspects of the network of the (ve) Server platform. This includes all the bandwidth and networking equipment under (mt) Media Temple's control. Important Note: This support does not extend to the public internet. - Control Panel.
(mt) Media Temple provides support for the control panel in the AccountCenter. The tools provided by (mt) Media Temple, including the Parallels Power Panel, should always be accessible. - SSH Availability.
(mt) Media Temple provides support for SSH availability. (mt) Media Temple ensures that the SSH protocol remains available on the (ve) Server platform.
- Operating System Releases.
- Unsupported:
- Scripts and Applications.
The customer is fully responsible for the installation and correct operation of any and all scripts and applications. We do not troubleshoot or provide any support relating to malfunctioning scripts or applications. We strictly adhere to this policy. - Internet Training.
We do not provide training or education on the operation of any aspect of Internet technology. It is expected that you will have a basic understanding of Internet concepts such as DNS, email, web, web browsers, FTP, and general computer literacy. - Software Installation support
Installation and/or configuration and administration of any software installed on customer's (ve) Server is not supported. - Server Customization.
Customizations, modifications, updates or changes made by the customer to the (ve) Server are not supported. - User Administration
The customer is responsible for any and all user administration on the (ve) Server. - Basic & advanced server administration
Basic and advanced server administration is not supported. The customer is expected to troubleshoot and resolve any issues that arise. - Data Backup.
The customer is responsible for executing and maintaining current data backups. - Monitoring.
The customer is responsible for monitoring core services and web applications on a (ve) Server - SSL certificates.
Installation and administration of SSL certificates are the responsibility of the customer and are not supported by (mt) Media Temple.
- Scripts and Applications.
- Supported:
