Scope of Support for 1&1 IONOS 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.

Servers with Root or Administrator Access

The 1&1 IONOS server products that come with root or administrator access, also come with the freedom to install any package, framework, or software to support your hosting goals. Support is provided for the 1&1 IONOS user interface, the server hardware, the 1&1 IONOS network, and the software included with the base installations. For setup, installation, configuration or troubleshooting of additional software, it is necessary to rely on the expertise of a server administrator.

Examples of supported topics:
  • 1&1 IONOS user interfaces
  • 1&1 IONOS account-related concerns
  • Server and project provisioning
  • Domain administration
  • Accessing your server
  • Email routing & accounts
  • Database options and access
  • External firewall rules
  • Server monitoring
  • Load balancers
  • Block storage
  • IP addresses
  • SSL certificates
  • VPN and private networks
  • Server backup options
  • Plesk
  • cPanel
  • Replacement of defective hardware
  • Guidance in regards to switching packages or adding additional features
Examples of unsupported topics:
  • Programming or scripting
  • Additional software installation, configuration or troubleshooting
  • Advanced networking
  • Data recovery
  • Other tasks which fall under the responsibility of a server administrator, web developer, software engineer, web designer, etc.

Managed Servers

Support provided for Managed Cloud Servers and Dedicated Hosting Severs include the 1&1 IONOS user interface, the server hardware, the 1&1 IONOS network, and system updates. Installation of third party software or customizing server configuration/services is not possible.

Examples of supported topics:
  • 1&1 IONOS user interfaces
  • 1&1 IONOS account-related concerns
  • Domain administration
  • Accessing your server
  • Database options and access
  • SSL certificates
  • Email routing & accounts
  • Data recovery (excluding Managed Cloud Servers)
  • Guidance in regards to switching packages or adding additional features
Examples of unsupported topics:
  • Programming or scripting
  • Installation of frameworks, utilities, or content management systems
  • Custom server configuration
  • Other tasks which fall under the responsibility of a web developer, software engineer, web designer, etc.

Paid 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 a number of factors including (but not limited to):

  • Complexity of the issue
  • Urgency of the task
  • Availability of support staff
  • Qualifications of available support staff

Please contact support to request assistance. The representative will determine the feasibility, as well as provide a cost estimate for services outside the scope of support (if applicable).