Question
How to get support directly from Plesk?
Answer
- Plesk licenses purchased directly from Plesk include full free support.
Note: free support from Plesk covers only Plesk-related questions and issues. The requests which fall out of that scope (for example, server health check, installing/integrating/upgrading 3rd party component compatible with Plesk (mail or database server), localizing spam source on the server etc.) should be performed on your own or on the paid basis by our Professional Services team.
- If you have purchased a Plesk license from one of Plesk partners, technical support should be provided by them. Plesk partners are fully trained and deliver best-in-the-industry support for Plesk products running on their infrastructure.
However, if you would like to get support directly from Plesk, you may purchase the Plesk support subscription.
Plesk support subscription terms
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Support subscription purchase is available for Plesk Obsidian 2 latest releases only, please refer to Change Log for Plesk Obsidian.
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Subscription has a free trial period for 1 month. If you order Plesk support subscription for a license for the first time, then you will be charged $0 for the first month and $10 for each next month.
Schedule of payments:
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Support is provided 24/7.
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The number of incidents is unlimited.
How can I purchase it?
- Login to Plesk support ticket system.
- Submit a ticket in order to get a unique link for purchasing a support subscription. Go to the support contact form and enter your license key and other details.
- If the license was purchased from one of Plesk partners, you will see the warning below. Click Try 30 days for free to purchase the support subscription:
- After you have purchased a subscription, go back to support contact form and enter your Plesk key again - now you will be able to create a ticket.
It is possible to contact Plesk Support via email, phone, chat.
If you face any issues with support subscriptions, contact Licensing and Purchase support.
Comments
20 comments
How can we cancel such a subscription? I don't need it forever so I want to cancel.
Hello @Frederick, to cancel it, use this article.
In case the instruction would not help or you have any other license question, please, contact Sales Team directly.
Hello,
My license was purchased from one of Plesk's partners, but I can't access the Plesk Online Store. It is currently under migration. Is there any way to purchase support services?
Thank you in advance
Hello, @Nikos Antoniadis.
With Partner license you should be able to get a support from the partner directly, see the following link:
https://support.plesk.com/hc/en-us/articles/213409109-How-to-get-technical-support-for-Plesk-
If you want to get a support subscription directly from Plesk, navigate to the following link and submit a request for it: https://www.plesk.com/licensing-and-purchase-support/
You can also use chat button at the bottom right corner to get straight into the chat with our Sales :)
Hi!
I have a Hetzner server running plesk and I pay every month the plesk licence in the Hetzner invoice. I need some support about a thing that looks like a bug [1], but Hetzner says "As we do not give support for Plesk we can unfortunately not assist you with it". My only option is to pay for plesk support?
[1] https://support.plesk.com/hc/en-us/articles/213410369/comments/360001583993
Hello @Μίστερ Μολ,
As Hetzner is our Partner, they are trained and should provide technical support for Plesk.
Indeed, if Plesk license key was purchased not directly from us, to submit a request directly to Plesk Support, Support Subscription is required. However, the 1st month should be free of charge, so you could give it a try.
Thanks Ivan for the suggestion, I will try.
About Hetzner though, since they are your partner, maybe you should be interested in investigating why they officially do not provide support for Plesk. They devalue an otherwise excellent product...
Hello @Μίστερ Μολ,
I have passed this information to a responsible person.
Currently, there are the following options for you:
Thank you for understanding.
Thank you dear Ivan. You have been most helpful. We'll go for the second option, as it is the cheaper :-)
Hello, My Zuver is our domain host, WordPress is our builder. Was told I needed a cPanel account signed up to Plesk received a code but have been unable to activate it through the steps provided. Tried to call and talk to a real person but needed a ticket was unable to find where to get one of these. Have paid my yearly fee, unsure of what to do now. Please help.
Lauren Knight
Hello @Lauren Knight,
If you have any license questions, feel free to contact us by using this form:
https://www.plesk.com/licensing-and-purchase-support/
Also, you can contact us via the chat:
https://www.plesk.com/contact-support-via-chat/
Will be glad to help you!
Good work
Use Plesk License Key (e.g., PLSK.01234567.0001) or Extension License Attended from Plesk online store (e.g., EXT.01234567.0001)
We have the Plesk license directly purchased from Plesk but one of the Plesk Resellers.
In this case, you need to contact your license provider for support service.
Plesk Partners (Resellers) are fully trained by Plesk and deliver best-in-the-industry support for Plesk products running on their infrastructure.
Alternatively you can refer to Plesk complementary support resources as Knowledgebase, Facebook Community or tweet to @PleskHelps
As described above, the link "Try 30 days for free now" is missing.
can someone possibly send me the link?
Hello Henri, most probably our system detected that your Plesk version is lower than 17.x. Support subscriptions are not sold in such cases since all Plesk versions lower than 17.x are not supported. If it is your case, please consider doing an upgrade first.
I'm trying to buy 'technical support', but my VAT number isn't accepted!?!? Systems states that it is not a valid number (I wish the tax authorities told me the same ;) )
Hello hetSein
Please, contact our Customer Success team for assistance: https://www.plesk.com/licensing-and-purchase-support/
... and btw: What does the article mean with "Support subscription purchase is available for Plesk Obsidian 2 latest releases only, please refer to Change Log for Plesk Obsidian."? Do you mean for Plesk Obsidian and the two previous releases? Even after having read the linked Change Log, this does not become clear (that page does not contain the word combination "support subscription").
Hi b_p this means that at the moment we support 18.0.25 and 18.0.24. If you have 18.0.23 you will have to update to the latest one in order to receive support.
Hi Julian Bonpland Mignaquy I just found the article https://www.plesk.com/lifecycle-policy/, this explains the situation well and would be worth being linked from this help article. Starting with the new lifecycle as explained this policy is easy to understand. So what about the support for Onyx / 17.8. As a new major version often needs some updates until it runs smoothly, I wonder a) whether it is finally considered safe to upgrade (from 17.8 to 18 on Ubuntu 16.04) and b) how long we would still get support for 17.8. Regarding a) I assume that https://docs.plesk.com/release-notes/obsidian/update-notes/ is up to date so there are no real issues to be observed any more during an upgrade?
Hi b_p,
The article has been updated with such additional information.
Regarding your questions:
a. I consider safe to upgrade once the release is generally available (not early adopters or testing). Or even waiting a month or 2 before updating a production environment. Of course, if you want to test it, I would say to dod it as soon as possible :)
b. If you look at the Lifecycle Policy page, you'll see below that Plesk Onyx 17.8 will get End Of Life at April 20th of 2021.
c. If package management system from the server is OK, and there aren't customizations, it should be flawless upgrade. If problems are found during upgrade, I recommend to open a support request.
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