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Premium Support Scope of Support

This article discusses the services and scope of support options available across different hosting and platform setups. It explains what is included for account management and billing, as well as support for applications, backups, DNS, email, security, migrations, onboarding, server access (WHM, SSH, FTP), SSL, WordPress, and areas that are not supported. Use this guide to understand what assistance is available based on your hosting plan or level of management.

Our Self-Managed VPS hosting gives you full control of your server. It’s best for developers or advanced users who want to manage everything themselves. Support is limited to power, network (ping), and reboot. You are responsible for setup, maintenance, and troubleshooting.

With Fully-Managed VPS hosting, our team handles all technical tasks for your server, including setup, updates, maintenance, and troubleshooting. This lets you focus on your business.

Below is the scope of support provided by our customer service:

Account Management / Billing
Services Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Purchasing/renewing hosting ✅ ✅ ✅ ✅
Purchasing/renewing addons ✅ ✅ ✅ ✅
Bluehost Portal Navigation Walkthrough ✅ ✅ ✅ ✅
Cancel Hosting ✅ ✅ ✅ ✅
Refund Requests ✅ ✅ ✅ ✅
Upgrade/Downgrade plans and adjust terms ✅ ✅ ✅ ✅
Reset passwords or provide access help ✅ ✅ ✅ ✅
Explain invoices and charges ✅ ✅ ✅ ✅
Manage/add/remove authorized users ✅ ✅ ✅ ✅
Investigate fraud/abuse account holds ✅ ✅ ✅ ✅
Handle chargeback disputes ✅ ✅ ✅ ✅
Walk through 2FA setup ✅ ✅ ✅ ✅
Review/apply tax exemptions ✅ ✅ ✅ ✅
Assist in ownership disputes ✅ ✅ ✅ ✅
Managing Chargeback Reactivations ✅ ✅ ✅ ✅

Applications (Platform with a limited choice of Linux OS)
Server Components Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Linux ✅ ✅ ✅ ✅
Apache ❌ ✅ ✅ ✅
MySQL ❌ ✅ ✅ ✅
PHP ❌ ✅ ✅ ✅
Dovecot ❌ ❌ ❌ ✅
Firewall ❌ ✅ ✅ ✅

Backup Solutions
Backup Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Review to see what backups are available ❌ ** ✅ ✅
Configure Serverside Backups ❌ ** ✅ ✅
Assist with configuring site backups ❌ ✅ ✅ ✅
Provide a compressed serverside backup ❌ ** ✅ ✅
Restoring from a serverside backup ❌ ** ✅ ✅
** Excluded from Premium Support; available through Admin time at $75.

DNS Services
DNS Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Add A records ❌ ✅ ✅ ✅
Add MX records ❌ ✅ ✅ ✅
Add CNAME records ❌ ✅ ✅ ✅
Add TXT records ❌ ✅ ✅ ✅
Add CAA records ❌ ✅ ✅ ✅
Add rDNS records (PTR) ✅ ✅ ✅ ✅
Turn On/Off DNSSEC ❌ ✅ ✅ ✅
Manage Zone File(s) ❌ ✅ ✅ ✅
Manage Local NameServers ❌ ✅ ✅ ✅
CDN Setup and Support / Troubleshooting ❌ ✅ ✅ ✅
Adding / removing a domain ❌ ❌ ✅ ✅
Purchasing a domain ❌ ✅ ✅ ✅
Purchasing a premium domain

Visit Bluehost Premium Domains.
Assign Document root ❌ ✅ ✅ ✅
Setting up Sub, Parked, redirected domains ❌ ❌ ✅ ✅
Configure Custom Nameservers ❌ ✅ ✅ ✅

Email Services
Email Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Paid Email box Creation N/A N/A N/A ✅
Email Login Troubleshooting N/A N/A N/A ✅
Server Side Email (configure, and troubleshoot) N/A N/A N/A ✅
OX Mail (purchase, configure, and troubleshoot) ✅ ✅ ✅ ✅
Titan Mail (purchase, configure, and troubleshoot) ✅ ✅ ✅ ✅
Google Workspace (purchase, configure, and troubleshoot) ✅ ✅ ✅ ✅
Configure MX records (DMARC, DKIM, SPF) ❌ ✅ ✅ ✅
Troubleshoot sending and receiving issues N/A N/A N/A ✅

Malware / Security Services
Security Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Run malware scans to identify potential threats ❌ ✅ ✅ ✅
Identify if root user may have been compromised and how (if possible) ** ✅ ✅ ✅
Compromise assessment ❌ ❌ ✅ **
Malware cleaning ** ** ✅ **
** Excluded from Premium Support; available through Admin time at $75.

Migrations
Migration Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Assist with migrating a site using the Bluehost migration tool, or migrate guru ❌ ❌ ✅ ✅
Assist customers with 2FA on source ❌ ❌ ✅ ✅
Provide updates on paid migrations, collect information needed to finish a migration, and expedite when needed ❌ ❌ ✅ ✅

Onboarding Walkthrough
Onboarding Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Setting up backups ❌ ❌ ✅ ✅
CMS Installation ❌ ❌ ❌ ✅
DNS Setup ❌ ❌ ❌ ✅
Domain Transfers ❌ ❌ ❌ ✅
Email Setup/config ❌ ❌ ❌ ✅
WordPress Staging ❌ ❌ ❌ ✅
Configure CDN ❌ ❌ ❌ ✅
Install SSL ❌ ❌ ❌ ✅
Bluehost Portal/Portal Navigation ❌ ❌ ✅ ✅
Guide customer through host file setup ❌ ❌ ❌ ✅
Setup Security ❌ ❌ ❌ ✅

Server Side / WHM Services
Server Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
See if services are down and attempt to bring them back up ❌ ✅ ✅ ✅
Perform server reboots ✅ ✅ ✅ ✅
Add and remove cPanel users N/A N/A ✅ ✅
Troubleshoot server load issues ❌ ✅ ✅ ✅
Install older PHP version on a server ❌ ❌ ✅ ✅
IP Reputation Management ** ✅ ✅ ✅
Create sub-cpanels N/A N/A ✅ ✅
Create / edit Packages ❌ ❌ ✅ ✅
Server Reimage ✅ ✅ ✅ ✅
Server Reload w/ data retention ❌ ❌ ** **
Check disk usage and provide a breakdown ❌ ✅ ✅ ✅
If disk usage is at 100% and the customer can't delete content themselves, we will delete it for them ❌ ✅ ✅ ✅
Clearing server-side cache ❌ ❌ ✅ ✅
WHM Navigation / Troubleshooting N/A N/A ✅ ✅
Custom Software Installs ** ✅ ✅ **
Easy Apache Management N/A N/A ✅ **
PCI Compliance Reviews ❌ ❌ ✅ **
Modify named service (Bind ⇔ PowerDNS) ❌ ❌ ✅ ✅
Adjusting user shell (adding jailshell for customers) ❌ ❌ ✅ ✅
Creating / resetting their root password ❌ ✅ ✅ ✅
** Excluded from Premium Support; available through Admin time at $75.

SSH/FTP Services
SSH/FTP Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Creating SSH/FTP Users ❌ ✅ ✅ ✅
Troubleshooting SSH/FTP Connection Issues ❌ ✅ ✅ ✅
Configure SSH Terminals ❌ ❌ ✅ ✅

SSL Services
SSL Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Install Paid SSLs ❌ ✅ ✅ ✅
Renew Paid SSLs ❌ ✅ ✅ ✅
Assisting with AutoSSL/LetsEncrypt N/A N/A ✅ ✅
Validate SSL via different validation methods such as .http and CNAME hash ❌ ✅ ✅ ✅
Troubleshoot sites showing a security risk due to the lack of an SSL ❌ ✅ ✅ ✅

WordPress Services
WordPress Service Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Install plugins / themes ❌ ✅ ✅ ✅
Assist with replacing missing core files when needed ❌ ✅ ✅ ✅
Help with Login errors or admin access issues ❌ ✅ ✅ ✅
Install WordPress ❌ ✅ ✅ ✅
Wordpress Navigation Walkthrough ❌ ✅ ✅ ✅
Activate / Deactivate plugins / themes ❌ ✅ ✅ ✅
Troubleshoot 4xx / 5xx errors driven by plugin / theme friction ❌ ✅ ✅ ✅
Troubleshoot database connection errors ❌ ✅ ✅ ✅
Change the home and site URL ❌ ✅ ✅ ✅
PHP.ini settings tweaks (max_execution_time, memory_limit, etc.) ❌ ✅ ✅ ✅
.htaccess edits (rewrite rules, redirects, deny codes, replacing .htaccess, etc.) ❌ ✅ ✅ ✅
wp-config.php updates (DB credentials, debug flags) ❌ ✅ ✅ ✅
Update PHP Version ❌ ✅ ✅ ✅
Assist with updating core files when needed ❌ ✅ ✅ ✅
Identify optimization opportunities and make recommendations on how to address it ❌ ✅ ✅ ✅
Search and replace to fix mixed content ❌ ✅ ✅ ✅
Staging setup and troubleshooting ❌ ❌ ✅ ✅
Site migrations or manual cleanups ❌ ❌ ✅ ✅
Page speed tuning and SEO audits ❌ ❌ ✅ ✅

Not Supported
Unsupported Task Self-Managed w/o Panel Self-Managed w/cPanel Managed Services w/ cPanel + Support Fully Managed Services w/ cPanel + Premium Support
Configuring Crypto Currency Servers
❌
Configuring Gaming Servers
Creating/implementing Custom Coding (CSS, HTML, PHP, etc.)
Setting up Virtual Machines
Troubleshooting Virtual Private Network (VPN)
WordPress multi-site

Summary

This article provides a detailed overview of the support and service options available for different hosting configurations, including self-managed, managed, and fully managed plans. It covers essential areas such as account management, billing, applications, backups, DNS, email, security, migrations, onboarding, server-side/WHM, SSH/FTP, SSL, and WordPress. Tasks that are not supported are also clearly listed for reference.

If you need further assistance, feel free to contact us via Chat or Phone:

  • Chat Support - While on our website, you should see a CHAT bubble in the bottom right-hand corner of the page. Click anywhere on the bubble to begin a chat session.
  • Phone Support -
    • US: 888-401-4678
    • International: +1 801-765-9400

You may also refer to our Knowledge Base articles to help answer common questions and guide you through various setup, configuration, and troubleshooting steps.

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