General Information About the 1&1 IONOS Scope of Support for Server Products

Our goal is to ensure the reliable operation of your server, as well as assistance with all 1&1 IONOS-provided interfaces, products and questions.

For all 1&1 IONOS Server products, we support the 1&1 IONOS user interfaces, the server hardware, the 1&1 IONOS network, and any software included with base installations.

Please contact support to request assistance. You can reach us at 1-877-206-4255. The representative will determine the feasibility and provide a cost estimate for services outside the scope of support (if applicable).

Included in your Personal Consultant Support Servers with Root or Administrator Access Managed Servers
1&1 IONOS user interfaces X X
1&1 IONOS account-related concerns X X
Instructions for server and project provisioning X  
Domain administration X X
Accessing your server X X
Email routing & accounts for 1&1 IONOS in-house solutions X X
External firewall rules X  
Server monitoring X  
Load balancers X  
Block storage X  
IP addresses X  
SSL certificates for 1&1 IONOS in-house solutions X X
VPN and private networks X  
Server backup options X  
Plesk first level support and bug escalations X  
cPanel X  
Replacement of defective hardware as needed X  
Guidance in regards to switching packages or adding additional features X X
Database options and access   X
Data recovery (excluding Managed Cloud Servers)   X
Outside of the Scope of Support Servers with Root or Administrator Access Managed Servers
Programming or scripting X X
Additional software installation, configuration, or troubleshooting X X
Advanced networking X  
Data recovery X  
Email or SSL configuration for external solutions beyond providing setup guides X  
Advanced Plesk or cPanel tasks beyond initial access, bug escalation, and usage guides X  
Other tasks which fall under the responsibility of a server administrator, web developer, software engineer, web designer, etc. X X
Installation of frameworks, utilities, or content management systems X X
Custom server configuration   X

Premium Administrative Services

Some administrative tasks that are outside the scope of support, may be accommodated by a 1&1 IONOS Support Representative if requested. The decision to accommodate a request outside the scope of support may be influenced by the issue’s complexity, the urgency of the task, as well as the availability of qualified support staff. Typical tasks covered by the paid administrative services include (but are not limited to):

  • Firewall Configuration
  • Installing and Updating Operating Systems
  • Server Migration
  • Security Settings

Please contact support to request assistance. You can reach us at 1-877-206-4255. The representative will determine the feasibility, as well as provide a cost estimate for services outside the scope of support (if applicable).