Scope of Support – Windows

Our Support team is dedicated to assisting your business with items that fall within our supported scope. If you have a Windows-based server with us, we’re happy to help with the following:

Managed Hosting

• Backups / Restorations
  • Assistance with setting up backups or running a restoration from our supported products:
    • Plesk-provided backups, Cloud Backups, Acronis Backups, or Server Images.
      
• CMS Installation and Configuration
  • Installation of the CMS options available through Plesk.
  • Basic configuration consultation. ¹
    
• Control Panels
  • Configuring and troubleshooting the Liquid Web provided Plesk installation. ²
    
• Disk Cleanup
  • Identifying target files for removal or trimming, if there is an emergency. ¹
    • For larger efforts, we recommend reviewing this guide: Troubleshoot disk space issues.
      
• Email
  • Assistance with the Plesk panel-provided Webmail. ²
    
• Security
  • Basic security best practices consultation provided. ¹
  • Assistance with:
    • Ordering and installing SSLs.
    • Configuring TLS.
      
• Troubleshooting key server services
  • If reported, we will investigate potential issues with Liquid Web provided versions of key services. If there are issues, we will attempt to provide a solution or workaround. ²
    • IIS
    • ASP.NET
    • Microsoft SQL Server
    • MySQL
    • MailEnable (supported through Plesk and compatible versions)
    • SmarterMail 
    • Microsoft DNS
      
• Monitoring of key server services ³
  • Includes monitoring for services like HTTP, DNS, Mail, MariaDB/MySQL/MSSQL, RDP, in addition to your Plesk control panel.
  • In the event of an alert,  a technician will respond and address the needs of your server.

Other technologies supported include:

• Installation and configuration of Microsoft software purchased through Liquid Web.
  
• Windows Updates
  • (If subscribed to our group policy).
    
• Domain Registration and Transfers into Liquid Web.
  
• WordPress (core installation through Plesk)
  
• Acronis/DPM backup service
  
• ESET Endpoint Antivirus (managed product on request)
  
• RAID Monitor, MAD, and Cloud Backups
  
• Liquid Web provided:
  • Load balancers
  • Firewalls

Self-Managed Hosting

• Backups / Restorations
  • Backups and Restorations are preformed by you through one of the following methods:
    • Manually with the Windows Server Backup tool.
    • Via the options in our portal.
      
• Security
  • SSL certificate assistance if ordered through LW (ordering and installation).
  • ESET Endpoint Antivirus (managed on request).
    
• Monitoring of key server services ³
  • Limited to basic checks (Ping and SSH) with no remediation.

Outside Scope

We are not able to provide assistance with:

• Creating, modifying, designing or developing:
  • code, or applications (apps).
  • plugins, or themes.
  • multimedia.
  • web pages / sites, or templates.
    
• Query optimization, data modeling, or direct database changes beyond connectivity checks.
  • For critical database issues we recommend that you contact a professional Database Administrator.
    
• Performance tuning. (TTFB, or caching beyond Liquid Web provided options)
  
• Migration of custom code or troubleshooting of OS‑level build failures.
  
• Search Engine Optimization. (SEO)
  
• Non Liquid Web provided installations of:
  • Plesk.
  • Core server software. (Windows, Apache, MySQL, MSSQL, etc)
    
• Third‑party software support (external control panels, custom Docker containers).
  
• Non-standard vhost or reverse proxy configurations not managed via Liquid Web control panels.
  
• Accessing or troubleshooting services that are handled outside of Liquid Web. Examples include third party services including:
  • DNS, or Domain, or Server hosting.
  • Backup, CDN, or Security services.

Assistance with Unsupported Services

We have trusted specialists, partners, and agencies to assist with needs outside of our Scope of Support. For additional information on these providers please see our Partner Directory or contact our solutions team.

Hardware Monitoring and Troubleshooting

24/7/365 assistance for hardware failures, network outages, and data center issues. Should you encounter any performance issues that might be linked to faulty hardware, we will investigate, replacing any affected components. (Disk, memory, CPU, NIC.)

Network Connectivity

If you face network connectivity problems, we will attempt to identify if the problem is with the Liquid Web network. If confirmed, our network Technicians will troubleshoot and attempt to resolve the issue.

Security

Liquid Web offers Malware remediation assistance as an additional service for fully managed servers.

¹ Service provided ‘as is’ without any warranties or guarantees, express or implied.
² Please be aware that while we investigate all reported issues, a resolution isn’t always possible.. If the problem is downstream, we will engage our vendors.
³ More information about service monitoring found in our: Scope of Monitoring.