Premium Support Server Monitoring

Server Monitoring is part of the Premium Support add-on and is available on eligible cPanel servers. We watch your server's resources and core services, and when something goes wrong, a support ticket is opened for you automatically so our advanced hosting team can investigate.

To find out whether Premium Support is right for you, contact support for a technical consultation. We'll review your server's eligibility and make sure it would benefit from the service.

What you get

• Automatic issue detection. We monitor your server around the clock while it's running, so you don't have to notice a problem before it gets attention.
• Tickets opened for you. When an alert fires, a high-priority ticket is created on your account and routed to our advanced hosting team.
• Expert troubleshooting. Our team investigates the issue, fixes what can be fixed on the server, and follows up with you on the ticket.
• Earlier warning. Many problems, like a disk filling up or memory running low, can be caught and addressed before they cause bigger trouble for your sites.

What we monitor

• Resources: disk space, inode usage, CPU, memory, swap space, and server load.
• Core services: web server (Apache), databases (MySQL/MariaDB), email (Exim and Dovecot), DNS, and cPanel services (cpsrvd and cPHulk).

This helps catch issues such as the server running out of memory, disks filling up, or a core service stopping.

What it doesn't cover

Server Monitoring is designed to complement website monitoring, not replace it. It does not check:

• Whether your websites are up and reachable.
• Whether your server has gone offline entirely. Monitoring reports from a running server, so if the server shuts down suddenly (for example, from a manual shutdown, an account suspension, or a firewall change), no alert is sent.
• Security threats, such as brute-force login attempts.
• SSL certificate or domain expiration.
• WordPress core or plugin updates.
• Outdated operating system or PHP versions, or pending OS package updates.

What to expect

• Response hours. Alerts are detected around the clock, but our team responds during extended business hours, generally 7 a.m. to 9 p.m. Central Time. An alert that fires overnight will typically be handled the next morning.
• Server-side fixes. We can resolve issues on the server itself. When appropriate, we may also make performance tuning adjustments to your server's settings to address service issues. Some adjustments may be made right away, depending on the issue, within the limits described under Fixes without approval. Some issues need action from you, such as setting up a CDN to handle traffic, making code updates, or upgrading to a larger server. When that's the case, we'll explain what's needed and why.
• Fixes without approval. Our team only applies non-destructive, server-side fixes without asking you first. Anything beyond that needs your approval.
• Standard alert settings. Alert thresholds are the same for all monitored servers and can't be customized per server.

Eligibility

To use Server Monitoring, you need:

• Premium Support add-on with a cPanel VPS or dedicated server running AlmaLinux 9 with cPanel.
• A standard server setup. Servers running Ubuntu, Node.js, nginx, PostgreSQL, self-managed applications, or other custom installs aren't supported.
  • Alloy is built to check standard cPanel services, so services outside a standard setup aren't monitored.
• Permission for us to install the monitoring software, Alloy, on your server (see Technical information below).

Getting started

Contact support and ask to have Server Monitoring set up. We'll confirm whether your server is eligible and install monitoring for you.

Technical information

• Monitoring software: We use Alloy to monitor your server. It's a small install that runs a series of service and resource checks, so its performance impact is minimal.
• How it reports: Monitoring is push-based. Your server sends its check results to our monitoring system; the monitoring system doesn't connect to your server remotely to poll its services, which is also why no alert is sent if your server goes offline entirely. Our team connects to your server when troubleshooting or applying fixes.
• What it checks: whether your server's resources are within a safe range, how long they've been outside it, and whether core services are up or down.
• Where the data is stored: the collected data is saved on your server in /var/lib/alloy/textfile/ as collector output in Prometheus text format. You can review these files to see what was checked and reported.

Frequently asked questions

Will you tell me if my website goes down?

No. Server Monitoring checks your server's resources and core services, not whether your websites are reachable. We recommend pairing it with an uptime or site-monitoring service.

Will I get an alert if my server goes offline?

Not reliably. Alerts are sent from your running server, so if it shuts down suddenly, no alert is sent.

Does this protect my server from attacks?

No. Server Monitoring isn't a security product and doesn't detect attacks such as brute-force login attempts.

Is monitoring 24/7?

We detect issues around the clock, and our team generally responds from 7 a.m. to 9 p.m. Central Time. Alerts that come in overnight are typically handled the next morning.

How will I be notified about an issue?

Through a support ticket on your account, sent once our team has reviewed the alert.

Will you fix every issue you find?

We fix what can be resolved on the server itself. Some issues need action from you, such as setting up a CDN, making code updates, or upgrading to a larger server. When that's the case, we'll explain what's needed.

Can I customize the alert thresholds?

No. Alert settings are the same for all monitored servers.

My server doesn't use cPanel, or runs cPanel with additional services. Can I use Server Monitoring?

Not with that setup. Server Monitoring requires a standard cPanel server running AlmaLinux 9. You can return your server to the standard cPanel configuration, or move to a supported AlmaLinux 9 cPanel server.

What happens if I install nginx after monitoring is set up?

Monitoring keeps running, but nginx isn't monitored. If you run nginx as a standalone web server and disable Apache, you may receive alerts about Apache being down.

Is monitoring turned on automatically with Premium Support?

No. Contact support to request it, and we'll confirm your server is eligible and install it for you.

How do I cancel monitoring or Premium Support?

Contact support to cancel monitoring, Premium Support, or both. Removing monitoring on its own doesn't cancel your Premium Support add-on.

Summary

Server Monitoring, part of the Premium Support add-on, watches the resources and core services of eligible cPanel servers and opens a ticket for our advanced hosting team when something goes wrong. It complements site and uptime monitoring rather than replacing it, and it doesn't cover security threats or a server that goes offline entirely. Our team generally responds from 7 a.m. to 9 p.m. Central Time. To check eligibility or get set up, contact support.