Customer Care

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

The Micron21 Support team will handle the migration process and conduct basic checks on the website and DNS configuration upon completion.

Customers without a support plan are entitled to one free automated migration while customers with a support plan can request multiple free migrations.

Please note that while we strive to provide the best service possible, issues may arise during the migration process due to differences between environments. In such cases, our team will investigate the issues and provide assistance as much as possible, but we cannot guarantee a resolution in all situations. In such instances, we may suggest that the customer seek assistance from a dedicated web developer for further help.

The Primary User can request a password reset for their Shared or Reseller web hosting service. The request must be verified through a support ticket. Our Knowledge Base Articles can assist with resolving IP address blocks, and email password resets, and our Support Team is available to provide advice through a support request.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

Using the Acronis Backup Service on behalf of the customer when requested, The Micron21 support team will complete backup restorations and create downloadable backup files.

Requests for backup restorations or downloadable files must be submitted via a support request.

The Micron21 Support Team will complete SSL installations on behalf of the customer, including SSLs from Third parties and AutoSSL, and resolve DNS issues related to AutoSSL configuration for Domains with DNS managed with cPanel.

Advice will be supplied for AutoSSL DNS configuration when domains are with a Third-party DNS provider.

The Micron21 Support team will review DNS for the customer including but not limited to:

• Complete a review DNS configuration within your shared environment to ensure the configuration is correct.
• Update DNS on behalf of customers to point to third-party services when requested.
• Configure Nameserver delegation on behalf of customers with Micron21 Hosted Domains to point to shared servers.
• Provide advice and records to be added to third-party DNS hosting services.

For migrations that cannot be completed using the cPanel Migration tool or require a manual transfer, such as FTP file transfer and database migration from a non-cPanel service. Once the migration is complete, the team will make DNS updates and perform basic checks to ensure the website loads properly and complete any configuration changes where possible.

Customers with an Essentials support plan are entitled to one free automated migration while customers with Managed, Comprehensive and Total Care can request multiple free migrations.

Please note that while we strive to provide the best service possible, issues may arise during the migration process due to differences between environments. In such cases, our team will investigate the issues and provide assistance as much as possible, but we cannot guarantee a resolution in all situations. In such instances, we may suggest that the customer seek assistance from a dedicated web developer for further help.

• Content Management System (CMS): Resolve security breaches

  The Micron21 support team will attempt to restore services from security breaches this includes but is not limited to:

  • Complete Security Scan and Review
  • Roll all passwords to enhance security
  • Implement IP blocks where applicable
  • Escalate issues to Level 2 Support for more in-depth reviews and solutions

  Micron21 can not guarantee that your service can be recovered entirely after a compromise, for further advice we suggest contacting a dedicated cybersecurity company for a complete review.

• Content Management System (CMS): Plugin Install, Configure & Remove

  The Micron21 Support team will complete the installation, configuration or removal of Plugins and Themes within the customer CMS as requested.

  In the case of configuration, the exact configuration requirements must be included with the request.

  The team will investigate issues with upgrades or removals and escalate to Level 2 support where required for further review and solutions.

• Content Management System (CMS): Settings & Configuration

  The Micron21 support team will complete installations and update configurations of your chosen CMS within your cPanel services based on configuration requirements submitted by the customer as part of the request.

The Micron21 Support team will complete manual database uploads using MySQL on behalf of the customer for pre-configured databases.

The team will not complete any configurations within the database and any configuration requirements will need to be completed by a third-party dedicated Database expert.

Mission Critical Domain names and associated SSL certificate expiry will be monitored using Micron21 Monitoring software for proactive incident resolution. Domain DNS must resolve to Micron21 Hosted services for the monitoring services to be implemented.

Customers with a Management support plan are entitled to one monitored domain. Customers with a Comprehensive or Total Care support plan are entitled to multiple monitored domains.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

Upon request, the Micron21 support team can troubleshoot Third Party applications and web code. Troubleshooting may include reviewing error logs, examining the code, and performing tests to isolate the problem. The team may also make recommendations for optimizing or improving the code or application to prevent future issues.

It's important to note that while the Micron21 support team is able to provide assistance with third-party applications and web code, there may be limitations to what can be done. The team may need to work closely with the customer or a dedicated web developer to resolve complex issues or make significant changes to the code.

The Micron21 Team will work with the customer to create a maintenance plan and schedule the work as required for a specific environment. This includes, but is not limited to the following:

• Error log review and action
• Scheduled Security Scan management
• Scheduled CMS and application Updates
• Scheduled CMS and application Upgrade paths
• Monthly Site Health Reporting (Availability and Performance)

Upon request, the Micron21 support team can organize changes to your service to be completed outside of business hours with no additional charge. Allowing for time-consuming work, such as upgrades, to be completed with minimal impact on your services during business hours.

The Micron21 support team will complete remote sessions to Desktop and Laptop devices using the Micron21 Screen Connect tool to troubleshoot connection issues and provide assistance with email, FTP and SSH configuration from the specific device.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

The Micron21 Support team will handle the migration process and conduct basic checks on the website and DNS configuration upon completion.

Customers without a support plan are entitled to one free automated migration while customers with a support plan can request multiple free migrations.

Please note that while we strive to provide the best service possible, issues may arise during the migration process due to differences between environments. In such cases, our team will investigate the issues and provide assistance as much as possible, but we cannot guarantee a resolution in all situations. In such instances, we may suggest that the customer seek assistance from a dedicated web developer for further help.

The Primary User can request a password reset for their Shared or Reseller web hosting service. The request must be verified through a support ticket. Our Knowledge Base Articles can assist with resolving IP address blocks, and email password resets, and our Support Team is available to provide advice through a support request.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

Using the Acronis Backup Service on behalf of the customer when requested, The Micron21 support team will complete backup restorations and create downloadable backup files.

Requests for backup restorations or downloadable files must be submitted via a support request.

The Micron21 Support Team will complete SSL installations on behalf of the customer, including SSLs from Third parties and AutoSSL, and resolve DNS issues related to AutoSSL configuration for Domains with DNS managed with cPanel.

Advice will be supplied for AutoSSL DNS configuration when domains are with a Third-party DNS provider.

The Micron21 Support team will review DNS for the customer including but not limited to:

• Complete a review DNS configuration within your shared environment to ensure the configuration is correct.
• Update DNS on behalf of customers to point to third-party services when requested.
• Configure Nameserver delegation on behalf of customers with Micron21 Hosted Domains to point to shared servers.
• Provide advice and records to be added to third-party DNS hosting services.

For migrations that cannot be completed using the cPanel Migration tool or require a manual transfer, such as FTP file transfer and database migration from a non-cPanel service. Once the migration is complete, the team will make DNS updates and perform basic checks to ensure the website loads properly and complete any configuration changes where possible.

Customers with an Essentials support plan are entitled to one free automated migration while customers with Managed, Comprehensive and Total Care can request multiple free migrations.

Please note that while we strive to provide the best service possible, issues may arise during the migration process due to differences between environments. In such cases, our team will investigate the issues and provide assistance as much as possible, but we cannot guarantee a resolution in all situations. In such instances, we may suggest that the customer seek assistance from a dedicated web developer for further help.

• Content Management System (CMS): Resolve security breaches

  The Micron21 support team will attempt to restore services from security breaches this includes but is not limited to:

  • Complete Security Scan and Review
  • Roll all passwords to enhance security
  • Implement IP blocks where applicable
  • Escalate issues to Level 2 Support for more in-depth reviews and solutions

  Micron21 can not guarantee that your service can be recovered entirely after a compromise, for further advice we suggest contacting a dedicated cybersecurity company for a complete review.

• Content Management System (CMS): Plugin Install, Configure & Remove

  The Micron21 Support team will complete the installation, configuration or removal of Plugins and Themes within the customer CMS as requested.

  In the case of configuration, the exact configuration requirements must be included with the request.

  The team will investigate issues with upgrades or removals and escalate to Level 2 support where required for further review and solutions.

• Content Management System (CMS): Settings & Configuration

  The Micron21 support team will complete installations and update configurations of your chosen CMS within your cPanel services based on configuration requirements submitted by the customer as part of the request.

The Micron21 Support team will complete manual database uploads using MySQL on behalf of the customer for pre-configured databases.

The team will not complete any configurations within the database and any configuration requirements will need to be completed by a third-party dedicated Database expert.

Mission Critical Domain names and associated SSL certificate expiry will be monitored using Micron21 Monitoring software for proactive incident resolution. Domain DNS must resolve to Micron21 Hosted services for the monitoring services to be implemented.

Customers with a Management support plan are entitled to one monitored domain. Customers with a Comprehensive or Total Care support plan are entitled to multiple monitored domains.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

Upon request, the Micron21 support team can troubleshoot Third Party applications and web code. Troubleshooting may include reviewing error logs, examining the code, and performing tests to isolate the problem. The team may also make recommendations for optimizing or improving the code or application to prevent future issues.

It's important to note that while the Micron21 support team is able to provide assistance with third-party applications and web code, there may be limitations to what can be done. The team may need to work closely with the customer or a dedicated web developer to resolve complex issues or make significant changes to the code.

The Micron21 Team will work with the customer to create a maintenance plan and schedule the work as required for a specific environment. This includes, but is not limited to the following:

• Error log review and action
• Scheduled Security Scan management
• Scheduled CMS and application Updates
• Scheduled CMS and application Upgrade paths
• Monthly Site Health Reporting (Availability and Performance)

Upon request, the Micron21 support team can organize changes to your service to be completed outside of business hours with no additional charge. Allowing for time-consuming work, such as upgrades, to be completed with minimal impact on your services during business hours.

The Micron21 support team will complete remote sessions to Desktop and Laptop devices using the Micron21 Screen Connect tool to troubleshoot connection issues and provide assistance with email, FTP and SSH configuration from the specific device.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

The Primary User can request a password reset for their dedicated email hosting service. The request must be verified through a support ticket.

Our Knowledge Base Articles can assist with resolving IP address blocks, and cPanel email password resets, and our Support Team is available to provide advice through a support request.

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

The Micron21 support team will create the following services as requested by the customer where possible in Hosted Exchange or cPanel::

• Distribution Lists
• Alias’
• Forwarders
• Contacts
• Shared Resources

The request to add any of the above services must include the exact requirements as part of the request.

In addition to supplying knowledgebase articles regarding mail deliverability, the Micron21 support team will investigate outgoing message logs and troubleshoot or resolve issues with sent mail not being delivered and advise best practices to ensure mail deliverability.

The Micron21 support team will investigate incoming spam emails and create custom blacklists and filters where possible on behalf of the customer.

The Micron21 Support team will review DNS on behalf of the customer including but not limited to:

• Completing a review of DNS configuration within a shared web hosting environment to ensure the configuration is correct for your hosted emails.
• Update DNS on behalf of customers to point to third-party services upon request, details must be provided via a support request.
• Configure Nameserver delegation on behalf of customers with Micron21 Hosted Domains to point to shared/reseller web hosting or DNS-only servers.
• Provide advice and required DNS records that should be added to third-party DNS hosting services for email deliverability.

Upon request, the Micron21 Support team will create and manage autoresponders for hosted mailboxes.

All auto-response requests must be submitted via a support request and include the required message and timing.

The Micron21 support team will provide assistance with managing third-party email applications, such as Outlook and Thunderbird, for individual desktop or laptop devices. Please note that our team will only be able to provide support for the predetermined amount of time allocated to your support tier.

The team can also provide advice and troubleshoot Mobile device connections via Ticket requests.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

The Primary User can request a password reset for their Shared or Reseller web hosting service. The request must be verified through a support ticket. Our Knowledge Base Articles can assist with resolving IP address blocks, and email password resets, and our Support Team is available to provide advice through a support request.

Upon customer request services can be restarted by the Micron21 Support team. Customers can request restarts to be completed during a specific time window to minimize the impact on the service. Service restart requests must be submitted via a support request.

During the initial set-up and configuration of a new service, the Micron21 support team can apply basic firewall rules on the service to allow or deny ports.

For existing services, if a customer has a paid support plan, basic requests can be made to make further changes to the firewall configuration if required by the customer.

All details for initial configuration firewall requirements and changes to an existing firewall must be submitted to the support team via a support request.

Using the Acronis Backup Service on behalf of the customer when requested, The Micron21 support team will complete backup restorations and create downloadable backup files.

Requests for backup restorations or downloadable files must be submitted via a support request.

The support team will help with networking management based on the support plan outlines below. Each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  • Network Configuration: Help with the setup and management of basic network configurations such as IP addresses, subnetting, and network security as requested by the customer.
  • VPN Configuration: Help with the setup and maintenance of virtual private network connections, for secure communication between remote locations.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  • Solution and Network Architecture: Assistance with the design and implementation of custom network solutions that meet the unique needs of each customer. This may include consultations on network architecture and design, as well as implementation and support for complex network environments.
  • Advanced Routing: This feature includes the configuration of advanced routing protocols such as Border Gateway Protocol (BGP), Open Shortest Path First (OSPF) and Ethernet VPN (eVPN) as requested by the customer.

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

The support team will help with Application management based on the support plan outlines below. each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with VCS/VPS applications on behalf of the customer. This includes but is not limited to the following categories

  • Supported Apps - Licensing assistance: The support team will assist with application license management and configuration on the server.
  • Supported Apps - Installation & Configuration: Assistance with the installation and configuration of supported applications within the VPS or VCS environment. The support team implement customer configurations as requested by the customer. All requests for customization must be submitted via support request.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  • Supported Apps - Issue Management: Investigate issues related to supported applications within the VPS or VCS environment.
  • Third-Party - Installation & Configuration: The support team will help in completing the installation and configuration of third-party applications within the VPS or VCS environment. Third-party application requests must be submitted via support request with download links and configuration requirements.

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution. Such as:

  • Third-Party - Issue Management: Investigation and troubleshooting of issues related to third-party applications within the VPS or VCS environment.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

The support team will help with operating system management based on the support plan outlines below. each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  • Settings & Configuration: Assist with managing and configuring the operating system during initial setup, and assist with scheduled upgrades as requested by the customer. All requests for configuration must be submitted via a support request.
  • Custom ISO installation: Install a custom ISO during the initial configuration of the service. All requests for configuration must be submitted via a support request.
  • Resolve System Events: Assist with resolving system-level events, such as system crashes, errors, and other issues affecting the overall performance of the operating system.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  • Control Panel (cPanel/Plesk) - Configuration & Support: Assistance with the configuration of cPanel/Plesk services on the server using default M21 options or specifications details by the customer.
  • Resolve Application Events Help diagnose and resolve issues related to applications running on the operating system. This may include troubleshooting issues with applications crashing, not launching, or not functioning correctly.
  • Troubleshoot performance issues: Diagnose and troubleshoot performance issues within the operating system and provide assistance with optimizing the performance of the operating system and its applications.
  • Package Install, Configure & Remove: Assist with the installation, configuration, and removal of packages, software, and applications running on the operating system.
  • Resolve Security Events: Assist with identifying and resolving security events, such as potential breaches, hacking attempts, and other threats to the operating system

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

Support packages include one of the following support levels, each support level includes the features from the level below.

• Basic change management: Customers can schedule the implementation of a change only during business hours
• Advanced change management: Customers can schedule the implementation of a change during and outside of business hours

Support packages include one of the following support levels, each support level includes the features from the level below.

• Basic monitoring (Tier 1):

  Mission Critical Domain names and associated SSL certificate expiry will be monitored using Micron21 Monitoring software for proactive incident resolution. Domains will only be valid if they resolve to Micron21 Hosted services.

  • Management = 1 Domain name Monitored
  • Comprehensive = Multiple Domains Monitored
  • Total Care = Multiple Domains Monitored

• Advanced monitoring (Tier 2)

  Resources will be monitored by Micron21 and accessible for review by the customer 24/7 using SNMP monitoring services. The support team will notify customers of any issues/failures and resolve issues on behalf of the customer where possible.

The Micron21 Team will work with the customer to create a maintenance plan and schedule the work as required for a specific environment. This includes, but is not limited to the following:

• Error log review and action
• Scheduled Security Scan management
• CMS and application Updates and upgrade paths
• Health Reporting (Availability and Performance)
• Operating System Updates
• Application Patches & Updates
• Security Upgrades
• Backup Management

The support team will determine the root cause of an issue or problem in an environment. Including the collection and analysis of data from various sources, such as logs, metrics, and network devices and providing assistance or completing changes to resolve. The issue will be raised up o level 3 support if required.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

The Primary User can request a password reset for their Shared or Reseller web hosting service. The request must be verified through a support ticket. Our Knowledge Base Articles can assist with resolving IP address blocks, and email password resets, and our Support Team is available to provide advice through a support request.

Upon customer request services can be restarted by the Micron21 Support team. Customers can request restarts to be completed during a specific time window to minimize the impact on the service. Service restart requests must be submitted via a support request.

During the initial set-up and configuration of a new service, the Micron21 support team can apply basic firewall rules on the service to allow or deny ports.

For existing services, if a customer has a paid support plan, basic requests can be made to make further changes to the firewall configuration if required by the customer.

All details for initial configuration firewall requirements and changes to an existing firewall must be submitted to the support team via a support request.

The Micron21 Support team will access physical hardware on behalf of the customer. Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Basic (Tier 1)

  (included in all plans)

  • Server racking and de-racking
  • Power cycles & equipment changes including hard drive and ram swaps
  • Packaging removal and disposal

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  • Hardware diagnosis & resolution

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  AAny issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

  • Securely dispose of/destroy data or hardware

Allows remote access to a server's keyboard, video, and mouse (KVM) through an Internet connection. customers can use a web interface to remotely control their server's KVM, allowing them to perform necessary tasks as if they were physically present at the data centre.

Connections made in this way must be completed by appointment via a support request.

Using the Acronis Backup Service on behalf of the customer when requested, The Micron21 support team will complete backup restorations and create downloadable backup files.

Requests for backup restorations or downloadable files must be submitted via a support request.

The support team will help with networking management based on the support plan outlines below. Each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  • Network Configuration: Help with the setup and management of basic network configurations such as IP addresses, subnetting, and network security as requested by the customer.
  • VPN Configuration: Help with the setup and maintenance of virtual private network connections, for secure communication between remote locations.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  • Solution and Network Architecture: Assistance with the design and implementation of custom network solutions that meet the unique needs of each customer. This may include consultations on network architecture and design, as well as implementation and support for complex network environments.
  • Advanced Routing: This feature includes the configuration of advanced routing protocols such as Border Gateway Protocol (BGP), Open Shortest Path First (OSPF) and Ethernet VPN (eVPN) as requested by the customer.

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

The support team will help with Application management based on the support plan outlines below. each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with VCS/VPS applications on behalf of the customer. This includes but is not limited to the following categories

  • Supported Apps - Licensing assistance: The support team will assist with application license management and configuration on the server.
  • Supported Apps - Installation & Configuration: Assistance with the installation and configuration of supported applications within the VPS or VCS environment. The support team implement customer configurations as requested by the customer. All requests for customization must be submitted via support request.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  • Supported Apps - Issue Management: Investigate issues related to supported applications within the VPS or VCS environment.
  • Third-Party - Installation & Configuration: The support team will help in completing the installation and configuration of third-party applications within the VPS or VCS environment. Third-party application requests must be submitted via support request with download links and configuration requirements.

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution. Such as:

  • Third-Party - Issue Management: Investigation and troubleshooting of issues related to third-party applications within the VPS or VCS environment.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

The support team will help with operating system management based on the support plan outlines below. each support level includes the features from the level below.

• Basic (Tier 1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  • Settings & Configuration: Assist with managing and configuring the operating system during initial setup, and assist with scheduled upgrades as requested by the customer. All requests for configuration must be submitted via a support request.
  • Custom ISO installation: Install a custom ISO during the initial configuration of the service. All requests for configuration must be submitted via a support request.
  • Resolve System Events: Assist with resolving system-level events, such as system crashes, errors, and other issues affecting the overall performance of the operating system.

• Advanced (Tier 2)

  (Included in Management, Comprehensive and Total Care support plans)

  • Control Panel (cPanel/Plesk) - Configuration & Support: Assistance with the configuration of cPanel/Plesk services on the server using default M21 options or specifications details by the customer.
  • Resolve Application Events Help diagnose and resolve issues related to applications running on the operating system. This may include troubleshooting issues with applications crashing, not launching, or not functioning correctly.
  • Troubleshoot performance issues: Diagnose and troubleshoot performance issues within the operating system and provide assistance with optimizing the performance of the operating system and its applications.
  • Package Install, Configure & Remove: Assist with the installation, configuration, and removal of packages, software, and applications running on the operating system.
  • Resolve Security Events: Assist with identifying and resolving security events, such as potential breaches, hacking attempts, and other threats to the operating system

• Priority (Tier 3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

Support packages include one of the following support levels, each support level includes the features from the level below.

• Basic change management: Customers can schedule the implementation of a change only during business hours
• Advanced change management: Customers can schedule the implementation of a change during and outside of business hours

Support packages include one of the following support levels, each support level includes the features from the level below.

• Basic monitoring (Tier 1):

  Mission Critical Domain names and associated SSL certificate expiry will be monitored using Micron21 Monitoring software for proactive incident resolution. Domains will only be valid if they resolve to Micron21 Hosted services.

  • Management = 1 Domain name Monitored
  • Comprehensive = Multiple Domains Monitored
  • Total Care = Multiple Domains Monitored

• Advanced monitoring (Tier 2)

  Infrastructure, Server & Network resources will be monitored by Micron21 and accessible for review by the customer 24/7 using SNMP monitoring services. The support team will notify customers of any issues/failures and resolve issues on behalf of the customer where possible.

The Micron21 Team will work with the customer to create a maintenance plan and schedule the work as required for a specific environment. This includes, but is not limited to the following:

• Error log review and action
• Scheduled Security Scan management
• CMS and application Updates and upgrade paths
• Health Reporting (Availability and Performance)
• Operating System Updates
• Application Patches & Updates
• Security Upgrades
• Backup Management

The support team will determine the root cause of an issue or problem in an environment. Including the collection and analysis of data from various sources, such as logs, metrics, and network devices and providing assistance or completing changes to resolve. The issue will be raised up o level 3 support if required.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.

Each Support package includes one of the following support levels, each support level includes the features from the level below.

• Initial fault investigation (Lv0)

  (included in all plans)

  Micron21 Support staff will determine if there has been a fault with any Micron21 Services, and the issue will be escalated internally and resolved.

  Errors that are determined to be from customer configuration will need to be managed using KB Articles or third-party support.

• Basic Support (Lv1)

  (Included in Essentials, Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve basic problems with services on behalf of the customer. This includes but is not limited to the following categories:

  • Issues with email configuration and sending/receiving
  • Issues accessing the WordPress admin dashboard
  • Issues with PHP version and options configuration
  • Configuring domain redirects and email Forwarders
  • File and folder permissions issues in cPanel
  • Basic review of .htaccess and php.ini files for common issues
  • Adding and managing Addon/Subdomains
  • Updating account contact information
  • (Reseller) Modifying disk space and bandwidth allocations
  • (Reseller) Configuring resource limits and packages for individual cPanel accounts

• Advanced Support (Lv2)

  (Included in Management, Comprehensive and Total Care support plans)

  The Micron21 Support team will resolve Advanced problems with services on behalf of the customer and will escalate issues to Level 2 Support for further investigation and solutions.

  This includes but is not limited to the following categories:

  • Configuration of SSL certificates, HTTPS and domain-level security.
  • Optimization advise and application, including PHP and Caching.
  • Troubleshooting issues with third-party applications, including PHP applications and scripts.
  • Troubleshooting website and database error logs.
  • Troubleshooting emails not being received or sent from the website.
  • Troubleshooting Failed WordPress updates, Images not showing on the website and Slow Website Speed.

• Priority Support (Issue escalation) (Lv3)

  (Included in Comprehensive and Total Care support plans)

  Any issue identified by the customer for their service will be investigated and escalated up to Level 3 and direct Vendor support where necessary for further investigation and resolution.

  Phone and Ticket requests from Customers will be given a higher priority and will be escalated to the top of the queue for review ASAP.

All customers have access to our entire Knowledge Base library and can request new content via a support request. Customers can contact Micron21 support and we will supply any available Knowledge Base Articles on a required subject where possible.

This includes Acronis Backup restoration, email management and Resource Management guides.

Any vulnerabilities with an appliance that are identified will be passed along to customers for review.

Customers with a support plan associated with their appliance can request that the support team apply the patch on their behalf at a specified time. Some problems may arise that our team is not equipped to handle and may require the assistance of specialized third-party experts to be resolved.

Customers without a support plan associated with their appliance will need to manage the vulnerability patch manually or request a patch to be completed by the support team via ad-hoc support hours.

The Micron21 support team will complete appliance configuration changes on behalf of the customer as requested via a support request.

The Micron21 Support Team will investigate security appliance issues and determine custom attack strings that will be used to configure Layer 7 signature rules on behalf of the customer.

The Micron21 Support team will configure monitoring for essential services downstream from the security appliance, such as specific port or website monitoring for mission-critical services.

The Account Management team is the main point of contact for all service-related inquiries and feedback. For high-impact events, a dedicated problem manager will handle the situation, and follow up during the investigation and create an incident report that will be supplied to you when the incident has been resolved.

Your Account Manager is knowledgeable about all of your services and their usage, and they review incident reports generated by the technical manager and work with you to ensure your requirements and expectations are being met.

This feature covers all environments you may have with Micron21. It includes 10 Hours of dedicated support time and all support features included within each plan and environment across all Micron21 environments.

Includes onboarding documentation and bespoke configuration requirements agreed upon by the Micron21 Management team and the customer. Best for large, multi-environment systems with complex or custom configurations.